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The Reality of IP Contact Centres in the UK
ContactBabel, April 2003, Pages: 74

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  Table of Contents  
  Summary  
    
    
   
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- Executive Summary

- Acknowledgements

- About the sponsors of this report

1 - Introduction and Methodology
“How can this report help me?”

2 - Technical Analysis
“What makes up an IP-based contact centre?”

3 – Market Drivers
“What advantages are there in having an IP-based contact centre?”

4 – Survey Results
“What are other contact centres doing about IP?”

5 – Vendor Profiles
“Which suppliers can I talk to about IP?”

6 – Market Issues
“What do I need to know to make a decision?”

7 – The Reality of Implementation
“Should I implement and what might it cost?”

8 – Case studies
“How have businesses implemented IP?”

9 – Conclusions
“What’s the bottom-line of IP contact centre solutions?”


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