Customers have the ability to interact with Contact thought a number of channels: mobile app, web, live chat, SMS, email and voice. The Contact Call Centre must be able to provide a seamless service experience regardless of channel, with full end-to-end visibility of customer interactions.

The solution needs to include:
* Core inbound/outbound skills based routing contact centre functionality.
* Multi-channel capability.
* Integrated Voice Response with backend integration to various systems via API layer.
* Workforce Management (WFM).
* Call Recording (CR).