Flat, Consolidated, and Extended: A New Multi-Site Contact Center Model - Version 2
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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 todays 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.