The Hosted IP Contact Center Selection Process - One Size Does Not Fill All
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Overview: The contact center industry has gone through an evolution in the last decade that has left the marketplace unrecognizable even to those who have monitored the industry closely during this period. The emphasis is now shifted to a marketplace based upon non-proprietary, open architecture, distributed software-based platforms that can run on standard computer servers. The purpose of this paper is to guide decision-makers interested in planning, selecting and implementing an on-premise or hosted/managed service IP contact center solution in the near future.