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Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals.

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Artificial Intelligence Translational Services Use Cases in Cisco Contact Centers

Cisco - Contact Center

From a technology angle, there is very little doubt that the advent of Artificial Intelligence is transforming traditional call centers into Cognitive Call Centers. Cisco has a portfolio of on-premise, hybrid, and cloud contact center solutions.