Workforce Optimization Ushers in the Real-Time Contact Center
DMG Consulting
APRIL 16, 2019
billion for the first half of 2018. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Over the past 15 years, total WFO revenue has gone from $803.4
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