Banking Interactive Voice Response Morale Quality management 
Tenfold - Contact Center Blog
DECEMBER 28, 2017
An Automatic Call Distributor (ACD) typically works with Computer Telephony Integration (CTI) systems and Interactive Voice Response (IVR) to intelligently route incoming calls to the most appropriate agent. BI tools help managers see if employees are fully engaged.
Enghouse Interactive
OCTOBER 12, 2021
Authorize agent creativity and flexibility in finding solutions to issues, without the need to get ‘manager approval’ for anything – provide agents with broad flexibility, and high limits and agents will deliver the best approach possible… without breaking the bank.
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