Contact Center Workforce Software Resources
Glossary Terms, Discussions, and Reports to expand your knowledge on Contact Center Workforce Software
Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find feature definitions, discussions from users like you, and reports from industry data.
Contact Center Workforce Software Glossary Terms
Call queuing is the process of putting inbound calls on hold or in a queue when all contact center agents are busy helping other customers. Learn more about its benefits and best practices that can empower businesses to effectively support their customers.
by Sagar Joshi
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Browse through dozens of terms to better understand the products you purchase and use everyday.
Contact Center Workforce Software Discussions
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Question on: Genesys Multicloud CX
How relevant do you think on premise solutions will be in the next 5 years?Much focus is being put on Cloud and digital, I am concerned about the level of input and growth on the Engage platform.
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On premise solution is still suitable for big organizations because of it's suitable TCO over 3 Years, yet there are some factors that will affect this equation in the upcoming two years like the investment in the Cloud,AI and digital solutions which will help into providing more appealing CX, services and faster TTM with less cost.
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most of the new things to come are cloud based, AI, chat bot etc, besides it is more agile use the cloud, you can grow faster, move from one building to another. everything is movin to cloud, so do your investment there
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I think on-premises solutions will still be around, mostly with larger companies. Considering the new products I've seen coming from Genesys, they will be secondary to cloud solutions.
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On primise will never be taken away believe me. The modern cloud solutions will be a good option or an alternative for services you want to run out of the box with minimum customizations, but it will be on-prem which you will need to get a solution to suite your taste 100%.
I am not worried about on-prem to be going anywhere in next 15 years
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An ideal world would be hybrid and cloud-agnostic. Telcos are arguably in the datacenter business, therefore on-prem may still make sense to them long-term. Other types of organizations may have legacy reasons to keep a relevant on-prem footprint. Anyway, cost effective cloud usage requires operational processes refactoring and not all organizations are comfortable with it.
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Its been more than 5 years now that this question was posted and I think the answer could be started to be an hybrid system where companies have started leveraging more of cloud solutions for operations while using the On-Prem for critical data and assets. There will never be an full stoppage on the on-prem usage as Government agencies and certain critical data being stored locally is much safer and good option to have.
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Question on: VCC Live
Unaccepted callsWhat is the quickest way to check , if the customer has dialled again since the unaccepted call?
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Most automated dialer software(s) are only checking for the attempts made, not the inbound activity. Especially if the caller dials in from a different number, it would be difficult to manage the connection(s) made to a caller. The best practice I have seen is to have a unique Identifier link the caller to the call being made via the CRM you are using to drive the activity and do a data dip to that crm for any and all inbound/outbound activity.
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Question on: Talkdesk
Is it possible to add an alarm whe a call is on queue?If there is the option i cannot find it it is very importatn to be free to do some other things and if something goes wrong i need to be warned real time
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Hi Jorge, there are a couple of different options here. You can:
1. Set an alert in live reporting that visually indicates when a threshold is met.
2. Use Builder > Integrations to trigger an email/other alert when a call enters the queue.
3. Use Talkdesk Connections to trigger an API event when certain conditions are met.
We encourage you to reach out to your CSM. We'd love to understand what you are trying to achieve to help you build a solution that fits your needs.
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Contact Center Workforce Software Reports
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Enterprise Grid® Report for Contact Center Workforce
Summer 2025
G2 Report: Grid® Report
Small-Business Grid® Report for Contact Center Workforce
Summer 2025
G2 Report: Grid® Report
Mid-Market Grid® Report for Contact Center Workforce
Summer 2025
G2 Report: Grid® Report
Grid® Report for Contact Center Workforce
Summer 2025
G2 Report: Grid® Report
Momentum Grid® Report for Contact Center Workforce
Summer 2025
G2 Report: Momentum Grid® Report