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Overview: The purpose of this white paper from Avaya is to examine the three-tiered multi-site contact center technology model of the 1990s, identify the drivers, environment, and assumptions for the three-tiered model, and suggest a new alternative that is consistent with today’s operating and technological realities. The themes for the new model are Flat, Consolidated, and Extended. It also explores the business benefits, operational models, and enabling technologies for the multi-site contact center. The new architecture enables new models for running contact centers that dramatically reduce costs and improve responsiveness to marketplace changes.
Networking and Unified Communications
IT managers face a difficult task in trying to offer robust services and applications while reducing IT costs and complexity. With unified communications, IT managers can...
Internet Protocol (IP) Communications: what users really think of it
Both CIOs and IT teams agree that IP Communications can be of tremendous value. This survey reveals why IP adoption is increasing at a rapid rate, as well as the concerns surrounding IP.
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