Technology In addition to supporting multiple communications media, (like voice, chat, and text), modern CCaaS systems include an intelligent routing engine, interactive voice response (IVR), predictive dialing capabilities, plus usage data and related analytics. Increasingly, they incorporate Artificial Intelligence to augment agents’ case knowledge and ability to answer questions. Add to this list omni-channel and multi-channel features. To use these capabilities, businesses must have sufficient connectivity and bandwidth. Companies must not only consider performance requirements for any brick-and-mortar sites. They also must also consider – and set policy for – connectivity at employees’ homes, as well as anywhere else they might choose to work. After all, performance levels can vary greatly from place-to-place. While general DSL or cable modem functionality tend to suffice, carriers offer multiple price and speed packages to residential customers. These may (or may not) be adequate. Therefore, companies increasingly prescribe minimum network performance levels for home-based workers. Modern CCaaS systems include an intelligent routing engine, interactive voice response (IVR), predictive dialing capabilities, plus usage data and related analytics. Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 11