The call center revolution – Converged networks enable integrated customer service solutions

Abstract
Customer service centers have become profit centers for many businesses. To be positioned as a market leader during the coming decade, businesses must provide bestin- class customer-service solutions. Companies must continue to invest in technology to improve their competitiveness, and must look for opportunities to leverage the Internet to streamline operations and make business practices more effective. In the era of converged networking, investment in network infrastructure is more critical than ever to corporate competitiveness and success.

The fact is, call centers have become essential to the survival of a growing number of businesses. What financial services institution could compete today without a call center? Companies of every size and type are beginning to realize that investing in state-of-the-art call center capabilities can be their single best competitive differentiator.

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