Currently, we are using Aspect ACD with ICM 7.2. We are thinking about replacing Aspect with IPCC. We have about 450 agents who work from home. We would like to implement IPCC Mobile Agent for those agents. Has anyone else implemented IPCC Mobile Agent for their call centers? What is the agent experience related to Mobile Agent? I am also looking for info concerning Agent live monitoring/recording and work force management software implementation with IPCC.
Thanks for help..