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If a contact center manager is looking at technology solutions from a number of different vendors then they need to look at the total solution and not just the individual components. Once you’ve selected the total solution then you really need to start breaking it down into bite size chunks so they can implement it. With implementing, make sure to do the easy things first so that there are quick wins for the customer, the company, the agent and also the vendor. - Alan Barr of Genesys