Contact Center Automation • Multichannel Recording & Quality Monitoring • Customer Feedback Management • Outbound/Blended Dialing & Campaign Management • Network-based Pre/Post-Call Routing • Web Self-Service & Knowledge Management • Workforce Management • Statistics Delivery Engine (Wallboard) E nterpris e IP Telephony B us ines s Proces s Automation C ommunic ations -as -a-S ervic e Case Study Summary Customer: Western &

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