In a contact center, what happens after the customer interaction is as important as what happens during the interaction, if not more. Standard contact center after-call work (ACW) tasks include call categorization, call summarization, system update, and follow-up action for promises management. Automating ACW will drive efficiencies and agent performance, thus choosing the right solution is of utmost importance to companies.
This detailed buyer guide will help you build a compelling use case for ACW automation, its key elements, standard systems integration, solution scalability expectations, and the ROI benefits.
This Buyers Guide gives you a glimpse into:
- The important ACW automation capabilities
- Key aspects to look for in an ACW solution
- Questions to ask vendors during evaluation
