Learn More: Unified Blended-Media Queue for Voice, Chat, and Click-to-call Increases Agent Productivity
The main purpose of a contact center document management system is to manage e-mail interactions, phone call interactions, social media interactions, live chat interactions, writing notes from the field staff to the contact center workers for resolving complaints and many other communications via documents. Furthermore, DMS in contact center also involves automatically classifying each document based on its content and then routing it to specific channel for further process such as resolution or follow up’.
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Learn More: Skills-based Routing to get the Right Communication to the Right Employee