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Genesys To Acquire Bold360 – Heating Up The Battle For Digital Channel Dominance

Blog: Forrester BPM Center of Excellence

Few companies deliver great service because of the disjointed, and overly-costly tech ecosystem. Today, you need: Queuing and routing technologies to capture voice, digital and social inquires, and route them to the right agent pool. Workforce optimization technologies to manage agent staffing, to monitor the quality of service that they deliver and to coach them. […]

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