Distributed Contact Centers
"IP-based models offer clear-cut cost savings for contact centers wanting to operate in a distributed virtual environment" - Frost & Sullivan
To reduce costs and provide 24/7 support, contact centers operate locations around the globe. Unfortunately, the challenges of management and consistent service can outweigh the benefits. Older hardware-based systems require high upstart and maintenance costs for each new facility. They also make it difficult to integrate remote sites into a central measurement and control system.
Software-based solutions deployed on a standard IP network infrastructure dramatically reduce the cost of deployment at new locations. This single systems allows you to:
- Manage multiple locations as a single system in real time
- Consolidate systems and agent reporting across multiple sites
- Deliver complete contact center capabilities to every agent while ensuring a low total cost of ownership
- Overcome single points of system failure and ensure immediate contact recovery
Telecommunications cost savings are also available because IP PBXs make it possible to eliminate dedicated voice lines by moving voice traffic to the corporate data network. In addition, a software-based system is consistent with other software applications familiar to the IT department and can be managed more easily and inexpensively as part of the enterprise IT infrastructure.