Contact Centers started out as simple hunt groups offered by most telephone systems. Those hunt groups added options for hunting, allow agents to join and leave the group and to report on which agent was taking the most calls.
As contact centers became the focus for enhancing customer engagement, vendors ramped up the features ‘arms war’. Queuing was improved, agent skills were taken into account and customers could even be told how long they would wait to be answered. These capabilities became the table stakes for all contact centers.
Today businesses have the added option of choosing between keeping a traditional, premise-based contact center or deploying a cloud based application. As cloud contact centers have rapidly developed we now have feature parity. Organizations have a clear choice in how they consume contact center technology.
Unity Connected Solutions is all about providing our customers choice and in contact centers we offer you the choice between the best of both worlds.