In my 25 years in IT & contact centres I have deployed and managed most of the major vendors’ solutions so I understand how complex and costly managing these systems can be. What we love about the Vocalcom solution is the simplicity of having everything inside of Salesforce and being able to manage everything from within the platform. By writing workflows inside of Salesforce, Choosewell will no longer have to manage complex integrations or write APIs that pass data backwards and forwards. At the same time, all of the data we have in Salesforce can be made available to make better routing decisions and provide for a much improved customer experience. The omni- channel routing providing by Vocalcom will also allow us to ‘push’ all channels to any agent that has that skill set which will make them more productive and enable us to meet our service levels for every type of contact. By having every piece of data about every interaction inside of Salesforce our analytics become much less complex and more powerful and we will finally have the single source of truth we have been looking for.