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Will you take the risk of risking your SLA/KPI/AHT for one call?
in some-cases the telecom operators needs continuous service hour around without single interruption so the made SLA with the service supplier or third party
I have worked on remedy and SNOW , compartively i find SNOW , it is very user friendly even for the supporting agent and also for end-users.
Many highly capable platforms. BMC RemedyForce and ServiceNow are certainly global enterprise grade, cloud enabled platforms which are highly customisable . There are a l ... See More