Customer engagement strategies are driving the adaptation of new technologies in the contact center.
For decades, traditional Contact Center designs have been based on physical scale-out architectures. Additional modules require additional capacity: servers, storage, network. While this has been a sufficient model in the past, industry developments in virtualization and converged infrastructure are changing the game.
Contact Center performance is essential to retailers. In retail, the ability to scale and be agile is critical to a business model where demands adjust throughout the year. At peak times of the year the core infrastructure needs to fluctuate based upon need. These adjustments cannot take weeks to implement; they must be implemented within moments of identifying the need.
The ability to provide "scale on demand" is a business benefit that virtualization and converged infrastructure provide. It provides faster and easier application development, resulting in the delivery of more efficient tools for retail representatives. Increasing end-user productivity results in greater profitability for the enterprise.
Virtualization and converged Infrastructure provide confidence at the core. More reliable system performance, expanded system capacity, flexibility and scalability result in reduced capital and operating expenses.