The document discusses the development of a new contact center solution called OpenACD, which aims to integrate with IT environments, providing features like call queuing, multi-media interaction, and scalability through a private cloud-based product. Key aspects include a software-only solution that supports a variety of media, skills-based call distribution, and a customizable interface for agents and supervisors. The project is in its beta phase with plans for GA release and incremental enhancements planned for the future.
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