Collaboration

Geo-Distributed Contact Centers With Microsoft Lync

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Executive Summary

In today's world, many businesses have operations in multiple locations around the globe. Whether these are the result of acquisitions, international expansion, offshoring, or other factors, they can pose challenges for integration and cost control. One of the areas where integrating geographically dispersed locations can be difficult is in the contact center. Disparate hardware, international toll charges, and other factors can make it impossible or impractical to route calls between sites, and to consolidate management of agents and queues. For organizations seeking to reduce costs and create consistent global procedures, these barriers to efficiency in the contact center can be quite frustrating.

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