Cutting costs and improving customer service are everlasting business goals, regardless of the economic climate. With capital expense budgets shrinking, however, more organizations are adding a third goal to the list: extending the use and the useful life of their existing infrastructure. In other words, enterprises want to deliver better service at lower costs using the software and hardware equipment they already own.
“Rip and replace” is no longer a viable option for the 95 percent of Fortune 1000 companies that have made significant investments in their enterprise technologies. Today, those companies must “leave and leverage” their existing resources, building on the significant infrastructure investments previously made. Extending the existing infrastructure with hosted contact center technology that integrates to that infrastructure is a smart way to accomplish the goals outlined above, enabling companies to effectively “do more with less.”
The concept is to...
