Gartner Research

Best-Practice Dos and Don'ts for Your Next Contact Center Infrastructure Investment

Published: 07 March 2012

ID: G00226061

Analyst(s): Drew Kraus , Steve Blood


Here, we present five key pointers for IT leaders to consider in evolving their contact center infrastructures for more scale, greater agility and a lower cost of ownership.

Table Of Contents
  • Overview

What You Need to Know


  • Context
  • Five Best Practices for Contact Center Infrastructure Investment
    • Step 1. Centralize and Consolidate With One Technology Vendor
    • Step 2. Beware of Software-Only Proposals
    • Step 3. Separate the Contact Center Platform From the (IP-)PBX Infrastructure
    • Step 4. Include CCaaS in Your Next RFP
    • Step 5. Understand Who Owns the Social Media Communication Strategy
  • Key Facts

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