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ACD/CMS
- Thread starter gwmyers
- Start date
Hi
Personally yes to all
I currently look after an Avaya 7.1 with full ACD capabilities 4000+ agents at home now
CMS vital
We also have gone for a agent on screen wallboard package so the agents can see how busy / quiet we are to plan their breaks
We have Expert agent on too so we skill our agents to take calls in a priority they are trained for
BUT
It all comes down to costs in the end and whats most important for the business
When you dont have it the item becomes vital
Hope it helps
Personally yes to all
I currently look after an Avaya 7.1 with full ACD capabilities 4000+ agents at home now
CMS vital
We also have gone for a agent on screen wallboard package so the agents can see how busy / quiet we are to plan their breaks
We have Expert agent on too so we skill our agents to take calls in a priority they are trained for
BUT
It all comes down to costs in the end and whats most important for the business
When you dont have it the item becomes vital
Hope it helps
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