Virtualization in the Contact Center

IT staffs have rapidly adopted server and desktop virtualization to reduce operating and infrastructure costs, improve agility and flexibility, and better support disaster recovery. They seek to extend those same benefits to the contact center, as architects look to reduce hardware footprints, improve the ability of the contact center to rapidly adjust to seasonal demand variations, better support distributed agents, and improve overall resiliency. Server virtualization has, in less than a decade, gone from a mature mainframe technology and commodity hardware science experiment to a central tool in IT's belt for addressing a broad range of operational issues.