Next Gen Contact Centers

The Contact Center is the mammoth user of communications. Contact centers are changing from cost centers to profit centers. With the reality of Voice over IP upon us, companies are virtualizing their operations over multiple sites, consolidating their hardware and human resource requirements, and providing value to customers in an entirely new way. It’s not about technology but rather what value the technology brings to the enterprise. This presentation explains the shift from traditional telephony to IP telephony in layman’s terms and uses global examples on how contact centers are driving new business, providing enhanced cross & up-sell and keeping customers loyal.