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Intelligent Case Routing - What solution are you using?
Hello TSIA Community,
We are starting to evaluate various vendors for an automated case routing solution. I was curious to know what solutions are you currently using and how satisfied you are with the technology. We are not a high volume Support organization, but have lots of complexity to manage. We are looking for a solution that is based on AI and can route cases based on the criteria defined in our resources skills profile. Any insight would be welcome.
Thanks in advance!