The functionality and features available within your contact center technology platform have a direct impact on the efficiency and productivity of your call center. Vendors are touting multi-tenant, Internet driven IP (Internet Protocol) platforms with unified communications and remote distributed architecture as a strong alternative to the legacy hardware with TDM (Time Division Multiplexing). Ultimately it is the sophistication of the features like Automatic Call Distribution (ACD), Interactive Voice Response (IVR), feature-rich IP PBX functionality, call recording, predictive dialing, Agent Scripting and a host of other features and reporting that will determine if your next-generation Voice over IP (VoIP) contact center can provide the competitive advantage that you are seeking.
