VOIP And Virtualization: What Businesses Must Understand

摘要

Contact centers are increasingly becoming virtual, thanks in part to VOIP and its ability to distribute communication services across the enterprise. Voice virtualization happens when independent locations or bodies of resources—including corporate offices, branch locations, large contact centers, and home-based contact center agents—operate together as part of a cohesive voice network. Many organizations have been able to "go virtual" and enjoy greater reliability, increased efficiencies, cost reductions and, ultimately, improved customer service and satisfaction. But, that's when they do it right.