The Problem With Implementing Web Callback

It is quite challenging to make a change in the contact center.

If we take the implementation of web callback as an example
you need people from:

• frontend who can create the required solution.
• backend to deploy this asset inside your website or app.
• contact center to have the right agents deal with the callbacks.

You need people close to the C-level and technical, process-oriented
people from all 3 departments to agree upon the initiative.

That’s quite a difficult challenge, especially if you’ve made technology
decisions in the past that make these integrations difficult.

We gained a lot of experience and insights to help companies deal with
this situation.