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A company has a contact center with thousands of distributed agents, skill-based routing, multiple hunt groups, CTI and desktop screen pops. The managers want to reduce the number of repetitive calls that require agent interaction. The technician is asked to investigate options for self-service. Which of the following components should be added to the system to enable self -service?

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A company has a contact center with thousands of distributed agents, skill-based routing, multiple hunt groups, CTI and desktop screen pops. The managers want to reduce the number of repetitive calls that require agent interaction. The technician is asked to investigate options for self-service. Which of the following components should be added to the system to enable self -service?






 
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