Gartner Research

Transform Your Contact Center Operations With a Bimodal Approach

Published: 09 September 2015

ID: G00279390

Analyst(s): Steve Blood , Drew Kraus


IT organizations are challenged with lowering costs of contact center infrastructure while delivering greater flexibility in meeting customer service and operational needs. Contact center infrastructure planners should use a bimodal approach to highlight the benefits of contact center as a service.

Table Of Contents
  • Key Challenges



  • Leverage Agility as a Goal for Both Mode 1 and Mode 2 Requirements
  • Use CCaaS for Deploying Point Solutions and Sourcing Short-Term Deals
  • Capitalize on CCaaS for a Stronger Business-Centric Culture

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