A Contact Center typically needs to provide the following functionalities:
A. Skill-Based Routing: This functionality allows the Contact Center to route calls to the most
appropriate agent based on their skills, ensuring that customers are matched with agents who can
best address their needs.
C. IVR and Queuing: Interactive Voice Response (IVR) systems and queuing mechanisms are crucial
for managing incoming calls, providing self-service options, and efficiently managing caller wait
times until an appropriate agent is available.
Reference: Cisco's documentation on Contact Center solutions, including Unified Contact Center
Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing
functionalities in providing effective customer service.
