ICME CCX and Web Option?

Unanswered Question
Aug 5th, 2010

Hi! I've looked through a lot of info but still not able to clear my confusion. We are going to offer ICME+Gateway PG+Unified CCX 8.0+CUCM 8.0 to one of our customers as a call center solution. According to the docs such system will be able to handle:

inbound voice;

-outbound voice;

-fax;

-e-mails;

-crm integration;

-IVR;

-database connection;

-reporting;

(please correct me if I'm wrong here - will be very grateful).

But the questions are:

1. Will it support web-chat with customers, click-to-talk, and web collaboration? (Will Web collaboration option fit in here?)

2. Will workforce optimisation (WFO) work in such a system?

I'll be grateful to everybody who shares a thought.

I have this problem too.
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