Latest Content From Glomark

Whitepaper: ROI and Economic Value Creation of Second Generation Contact Centers: A Study of the Business Value and Economic Opportunity of Investments in Contact Centers Based on IP Telephony

by GlomarkJan 01, 2008

IP telephony has moved from an emerging technology that provided IP connectivity and convergence to a reliable technology that now includes business applications, such as Contact Centers, with productivity tools and functionality that provide technology agility to quickly respond to rapid business changes. This paper from Glomark Corporation presents a summary of the Glomark study that assessed how the new IP telephony-based Contact Centers, referred to in this paper as second generation (2gIP) Contact Centers, have expanded their business and economic value from providing cost savings in the communications infrastructure platform, to providing additional business value.