When building or outfitting a contact center, the core question that must be answered is: what software provider or system is foundational? For decades, the fundamental element was the routing engine, but as technology moved to the cloud, the primacy of the voice ACD receded. As it did, it became possible to conceive of a tech stack that’s not organized around routing but instead is focused on...
Read MoreTopics: Contact Center, Customer Experience Management, CCaaS, Customers and CX - Business & Technologies, Conversational Intelligence, Zendesk
