Choose a Right-Sized Contact Center Solution – Phase 1: Assess Contact Center Architectures

Author(s): Thomas Randall

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Phase 1 produces a contact center architecture shortlist and decision for the organization. This phase will guide you through the following activities:

  • Define the project by outlining the organization’s vision and mission statements. Couple these with the expected business benefits for measuring successful implementation.
  • Narrow down architectures to generate a high-level overview of which architecture is more likely to be right-sized for your organization.
  • Analyze potential architectures from your shortlist. Discuss their benefits and limitations to ensure informed decision making.
  • Choose an architecture, noting how each potential limitation could be resolved or mitigated by the organization.

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Choose a Right-Sized Contact Center Solution

“On-premises vs. cloud” is a false dichotomy.

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