Would appreciate examples or opinions on when it makes sense to still use CTIOS rather than Finesse for agents and supervisors? Basically, what are the technical limitations of Finesse that would lead to the use of CTIOS rather than Finesse for a new contact center implementation, if any?
This is really hard to answer without knowing the specifics of the customer. The broadest thing I would say is, if you have a fat client CRM/ERP, then you need to stick with CTIOS for the integration.
This is really hard to answer without knowing the specifics of the customer. The broadest thing I would say is, if you have a fat client CRM/ERP, then you need to stick with CTIOS for the integration.
Keep in mind that CTIOS is going to way at some point, sooner rather than later. You will not have any options in the future. Moving towards Finesse is your best long term option.
