IP Telephony and the Contact Center

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By Avaya

Over the past three years, the discussion of IP telephony has transitioned from ?¢‚Ǩ?ìwhat is it?" and ?¢‚Ǩ?ìhow does it work?" toward ?¢‚Ǩ?ìwhy should I use it?" The purpose of this paper is to answer the more specific question, ?¢‚Ǩ?ìWhy should I use VoIP and IP telephony in the contact center?" The compelling value of IP telephony is not just about creating converged networks with its toll (long-distance) call avoidance and simpler Moves, Adds, and Changes (MACs). The significant business value is in a continuum of contact center solutions that include: Voice Server Consolidation, Virtual Site Consolidation, Enterprise Resource Optimization and Contact Center Globalization.
All of these solutions cost justify themselves in stand-alone implementations. However, the true power to alter business fundamentals is unleashed when these solutions are deployed in combination across the solution continuum. Find out how by downloading this white paper.

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