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What Are The Business Benefits?
A Contact Center Manager who is looking at technology solutions from a number of different vendors needs to be clear on the business benefits. You need to make sure that the platform itself is an open database so that you can manipulate and generate any additional information that you require yourself without requiring the vendor. Finally, make sure that the service creation environment is understood and implemented with the Contact Center Manager. A small change can make a dramatic difference in usefulness. - John Wood from C3