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

Summary

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

Analysis

  • 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

Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.