Migrating to an IP Contact Center: Platforms and Products to Ease the Transformation
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Overview: The union of voice and data services over a single Internet Protocol (IP) network transforms todays contact centers by providing multimedia communications in a location-independent environment. The recognition of wireless communications and emerging messaging technologies creates new expectations for contact centers, the need to push information to mobile as well as desktop devices. This white paper overviews the IP contact center environment, industry trends, feature capabilities and alternative deployment methods.