White Paper: Evolving To New Generation Call Centers

Strategies for Integrating IP-Based and
Legacy Call Center Technologies

Integrating legacy and Internet call centers within a single new generation ACD system enables businesses to bridge the gap between circuit-switched call centers and new generation technology, capturing the benefits of multimedia contact and unified queuing, while leveraging prior investments in earlier technologies. Several alternative approaches exist, and each has its strengths and weaknesses as outlined in this paper. Among the alternatives outlined, one of them is probably the right fit for most situations. Thus, existing legacy call center operations need not hesitate to invest in new generation IP-based contact center platforms. Service Providers too can make benefits of these platforms available in ways that blend harmoniously with current technology and provide smooth evolution paths from today's largely circuit-based world to the predominant IP infrastructure of the future.

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