Summary
Contact Lens' implementation is pretty simple, significantly easier, and more refined than the last two implementations that we have completed. Even though the implementation was easy, the value that Contact Lens brings to your organization is substantial. Contact Lens allows you to identify how your customers feel, which is significantly more important than any information that a conventional on-premises call center would be able to capture. Using the information we covered in this chapter, you will be able to create more rules to help specifically identify the conversations that are occurring in your call center, based on your stakeholders' needs.
We are nearing the completion of our call center implementation. The last aspect that we will cover for your call center is the implementation of text chat. We will cover this next, in Chapter 13, Implementing Chat.
