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A Guide to Preparing an RFP for the New Class of IP Contact Centers

Overview The call center is evolving into a new contact center, and the converged IP network is making it possible. The new contact center is multi-site, with a distributed workforce that adjusts to meet volume demands. It provides flexibility by seamlessly integrating self-service with deferred and immediate response models. The new contact center is Computer Telephony Integration (CTI) enabled for applications that include, but go beyond, screen pops. The new contact center has robust routing capabilities tied to business rules and consolidated reporting. IP technology enables companies to realize strategic business benefits by providing for improved customer service and cost reduction. This new technology changes everything, including how a person puts together an Request For Proposal (RFP).

Further White Paper Details
Publisher	Nuasis	File Format	PDF
Date Published	February 2006	Downloads	11
Format	White Papers
Topics	N/A

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