Enterprise Information Archiving: we’ve mentioned it before. Our Continuity Replay solution falls into this category, but why should you care? What Enterprise Information Archiving is… The solutions that fall into the Enterprise Information Archiving (EIA) category...
A customer journey refers to the series of interactions and touchpoints that a customer has throughout their relationship with an organization. This journey is made up of many touchpoints and hand offs between those touchpoints that ultimately shape the customer’s...
Workforce Management, otherwise known as WFM, is about managing multiple key demands in a contact center: forecasting, agent and staff scheduling, employee empowerment, performance management, and the processes around it. It can also be looked at as optimizing the use...
