The cisco contact center is really very simple to use for agents. The agent application to be web, can be opened on any PC without installing software.
In addition, the historical and real time reports, without fabulous since they help to make instant decisions based on the occupation of the queues of attention.
It also allows having multiple contact channels for clients, such as chat, email, facebook, in addition to traditional incoming and outgoing voice channels.
It would be ideal that at some point support as incoming and outgoing to WhatsApp
If you are in need of an omnichannel call center, have the Cisco unified contact center in mind, because it meets the requirements of most contact centers very well.
We were able to solve the problem of having different agents attending through different communication channels. With this platform we were able to unify everything.