If you are in the research process and shortlist potential WFM vendors, you will hardly be able to tell if the tool you see is falling into this category. Your best chance is simply not to trust “cloud” labels. Determine hard purchase criteria that your WFM cloud tool should fulfill (e...
For success, you need to ensure that both your automated call distributor (ACD) and WFM solution will be able to communicate with each other. Integration can often be a painful experience with multiple vendors. Tracking skills-based routing in both the ACD and WFM Your ACD is responsible for ...