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Crossing Boundaries for Contact Centers: Knocking Down Geographies and Walls

Geography can play havoc on most any contact center, especially for multi-site operations. Creating additional problems are the enterprise “walls” between agents and the subject matter experts they must often collaborate with to resolve customer issues. Blair Pleasant of COMMfusion LLC and Brad Herrington of Interactive Intelligence spell out how cloud-based communications help overcome these boundaries, whether a single contact center or multiple sites.

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