What is the difference between a traditional contact center and an IP contact center infrastructure?
The IP Contact Center leverages IP to flatten and consolidate contact center infrastructure, removing expensive network charges and running many locations from one centralized set of applications (or maybe two for redundancy). Home agents, satellite locations, outsourced resources, and resident experts are then easily added as extensions to the same contact center, maintaining centralized management and decision-making. With the unique, evolutionary Avaya approach to IP, contact centers can get started at their own pace, choosing whatever mix of existing traditional and new IP telephony makes sense. Some Avaya customers have realized dramatic operational cost savings - tens of millions of dollars in some cases.
