ABSTRACT
The major trends within the customer contact center industry center around explosive technology growth, which has led to a growing library of open architectures with industry standard interfaces, more sophisticat ed tools residing in smaller centers and more component applications involved in each transaction. There remains a need to work with legacy applications as the traditional call center evolves into a modern customer contact center to answer the customer’s demand for more integrated data (ACD, IVR, web-based, etc.). Nevertheless, rapid migration to a state-of-the-art customer contact center is critical to many businesses that want to reach or maintain profitability.
