As contact centers mature and take on more complex, high-touch customer transactions, enterprises are turning to IP as a cost-effective method of simplifying their operating environments and reducing total cost of ownership (TCO) while gaining a competitive advantage. The latest multisite contact center architecture accomplishes this by flattening multiple layers of routing logic and technologies into one simple layer; consolidating automatic call distributor (ACD) functionality and supporting applications; and extending the architecture to any location on an IP network.
For companies such as ebookers.com and Delta Airlines, contact center migration from a traditional TDM-based environment to IP has had tangible benefits–typically resulting in enhancements to contact center management, financial management and IT management. In addition to providing a look at how ebookers.com and Delta have successfully leveraged IP in their contact centers, this paper offers a checklist that can help other enterprises determine if IP is a viable solution for their contact centers.
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