Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel
NICE inContact
SEPTEMBER 7, 2017
You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently. With Omnichannel Session Handling you can do exactly that! A true case of 1+1=3.
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