Which solution best ensures contact center scalability?

Your customer expects high call volume during peak hours .

Which solution best ensures contact center scalability?
A . Implement custom Apex code for routing and case management.
B . Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.
C . Utilize a third-party call center solution integrated with Salesforce.
D . Increase agent resources without considering automation or process optimization.

View Answer

Answer: B

Explanation:

Configuring multiple queues and leveraging Omni-Channel Routing ensures scalability and efficiency, especially during peak hours in a contact center. Omni-Channel Routing automatically distributes incoming work to agents based on availability and skill set, allowing for dynamic management of high call volumes. This solution supports the scalability of the contact center by optimizing the allocation of resources and reducing wait times for customers.

Reference: https://help.salesforce.com/articleView?id=omnichannel_routing.htm