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A Cloud-based Support Center for a Global Workforce. While our customer had already been using Serenova’s cloud contactcentersolution for its HR access line, the significant COVID-19-related volume increase necessitated a need to burst to scale.
The ContactCenter WFO Market Is Transforming. The contactcenterworkforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. August 5, 2021 Donna Fluss. Changing Buyer Expectations.
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