“Optimized contact center processes feature agents who are empowered to take action on behalf of the customer and who are supported by technology that supplements, guides and extends the productive capacity of the workforce.”
The Ventana Research Agent Management Buyers Guide: 2023 Agent Management evaluates and ranks vendors offering products that address the key elements of agent management. Calabrio is in the top category as an Exemplary vendor and is a Value Index Leader for 6 of 7 areas.
The report is structured to replicate the RFI/RFP Process by incorporating all criteria needed to evaluate, select, utilize, and maintain technology, and maintain relationships with vendors.
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Ventana Research, Agent Management Value Index: 2022 Vendor and Product Assessment, 17 December, 2021
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