Case Study

 

The F8 team was asked to help a Cisco Advanced Technology Partner to add email and chat functionality to an existing UCCE client's contact centre as the partner had limited experience in a Multi-Channel contact centre environment.

 

The F8 engineer met with the partner's Business Analysts, collated the functional requirements and prepared a Detailed Design Document, fully configured and tested the system and then ran a skills transfer session for the partner engineers.

 

The client's contact centre now automatically queues - and delivers to the best agent - thousands of voice, email and chat contacts daily.