White Paper: Contact Center Consolidation 2.0

Consolidation Trends in Contact Center Technologies and Operations

Consolidation 2.0 is the latest and most effective call center consolidation strategy. It offers a wider range of favorable impacts than any of its predecessors. Its core concept is simple: to consolidate the many, diverse activities of the enterprise contact center on a single virtual platform that supports the global distribution of contact center agents.

This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today’s global business environment. This strategy is especially appropriate for large, complex enterprises, but many smaller enterprises will benefit, too. Consolidation 2.0 is provider neutral. It can be deployed on a traditional premise-based system or hosted by one of many global service providers that have Consolidation 2.0 offerings. 

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