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contact center

Contact Center Call Flow, Part 1

Technology acd, Brief, contact center, gateway, ivr, rob welbourn

Avoiding Contact Center IVR Hell with WebRTC

A couple of decades ago if you bought something of any reasonable complexity, odds are it came with a call center number you had to call in case something went wrong. Perhaps like the airline industry, economic pressures on contact centers shifted their modus operandi from customer delight to cost reduction. Unsurprisingly this has not done […]

Robert Welbourn · March 2, 2015

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