What does the future hold for the Call Center?
I have studied the Cloud presentation video’s, the Statement of Direction and Roadmap papers. Cannot find any clear description on the future plans for the Cloud Call Center.
Will it be merged with CRM?
Will it get full Customer Engagement functionality?
Will it be a fully automatic ticketing system?
Will it have email-to-case functionality with built in mail parser or mail client?
Any inside information on this topic will be appreciated.
Hi
First of all thanks for your questions. The idea is that Call Center will be there for the time of being , but will gradually get replaced with features either in Customer Engagement , CRM or Request Management (New Service Core). This is likely to be targeted with the 22R1 Release or at least the foundation for this. We will try to leverage as much as possible of the CE capabilities here as the Chatbot and also this will need to be possible to use together with either our or some other CRM system.
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