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Virtualizing Contact Centers: The EDS-Avaya Approach - The Inevitability of Data/voice Convergence in Contact Center Environments, and How Companies Today Are Benefiting From It

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Executive Summary

All technology evolves over time And in the same way it took a few years to evolve PC storage - from floppy disks to CD-ROMs to thumb drives in a USB port - in the midst of a similar phenomenon with voice-based technology evolving to IP, then SIP and beyond. Rest assured, virtualization is familiar territory In all the cases mentioned in this paper, it was the experienced partnership of EDS and Avaya that made virtualizing possible. Based on the extensive, real-world experience of the Avaya/EDS partnership, this paper will discuss the inevitability of virtualization, what it means, how companies today are benefiting from it, and how easily it can be made a reality for any company with a multi-contact center structure.

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