New IP Choices For Contact Center Virtualization

McGee-Smith, Sheila
March 2006
Business Communications Review;Mar2006, Vol. 36 Issue 3, p22
Trade Publication
The article focuses on the benefits of the Internet protocol contact centers to the business enterprise. The virtualization of contact centers operations affects both hardware and computer software. The process of the virtualization of the contact centers does not necessarily need to change the entire structure of an organizations but allows the re-use of some existing software or hardware. The use of existing software can be applied by adding another software or changing its configuration. The replacement of software or hardware is another option and maybe a right solution since it will provide new equipment and new systems.


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