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:
(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.