Interactive Routing
In the whitepaper we present a patent-pending technology for developing contact centers in cloud environments. The keystone of this...
Universal Contact Center Desktop
Universal Contact Center desktop is my pet project to equip an experimental contact center with user desktops - agent desktop,...
Contact Center Technology: Simple WFM Calculator
The WFM Calculator estimates the number of agents needed to handle customer calls in a call center. The key advantage of the calculator...
Contact Center Ontology: Self-Service
On the figure I present a part of self-service ontology expressed as property graph using Neo4j. The ontology is defined as a set of...
Single Number Call Center
Single Number Call Center is a simple call center with only one phone number. The number is used both for agents and customers. First a...