Our customer is looking for a solution so that his installation team can call their end users and arrange appointments.
Below are the requirements.
We can develop the IVR to accept order id and fetch the customer details, but wondering about how to manage/handle the conference call between technician and customer with recording.
We know that if the call from technician is handled by an Agent, he can dial the customer and start conference between both parties. But we want to avoid using Agents in this solution.
We are using PCCE - 12.x and Verint Recording Solution - 15.2.
Please suggest your views on providing this solution.
Thank you in Advance.
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