Nowadays, call centers need to handle not only telephone and e-mail, but also Zalo, messenger, video phone and other channels. Communicators are required to multitask, and it has become a challenge to use multiple systems on a single terminal for each channel, and to distribute human resources and equipment for each channel.
IT-Communications Vietnam " provides a "real" omnichannel call center system, integrating various channels into one screen and one system.