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Posted: Wed, May 7, 2008
Technology consolidation 'central to business success'A new study of 175 companies by research company Aberdeen has revealed that consolidation of contact centre infrastructure technologies brings about a reduction in expenses, improved up-time, and helps organisations to acquire 'best-in-class' status.Working in association with Altitude Software, a provider of contact centre applications, Aberdeen found that companies can attain consolidation by encouraging standardisation, training, vendor management and virtualisation, all of which are critical to the success of the contact centre It also indicated that successful consolidation leads to better management of contact centre resources, something that in turn leads to higher levels of customer support and flexibility. Miguel Lopes, vice president of marketing at Altitude Software, said that the main advantage of a vendor solution to consolidation is to allow customers to focus on business rather than on the infrastructure. "It is to provide a cutting edge solution supported by first rate customer assistance, to solve the complexities of managing a contact centre," he explained. Recently, it was revealed by market analyst Datamonitor that enterprises are deploying open-standard Interactive Voice Response software solutions in their contact centres, in order to attain greater flexibility and scalability. 
© Adfero Ltd
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