LYCOS RETRIEVER 
Contact Center: Costs
built 239 days ago
The Prosody X product is ideal for organizations with contact centers in different countries or continents because it is not tied to a specific communications protocol. Under a cost free license, it includes signaling protocols for VoIP (SIP, H.323) and for TDM including DPNSS, Euro ISDN, NI-2, Q.SIG and SS7. In addition, because the blade technology of Prosody X provides double the density of competing products, the total cost per channel for the contact center is reduced and it is cheaper to maintain.
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When taking the decision of moving contact center services offshore, the main driver behind is the cost savings associated with alternative labor markets. However, cutting costs can be too expensive if the quality of service is not kept at the highest level.
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The product has DCOM APIs at different levels, making it one of the most open and programmable Contact Centers. This flexibility allows easy integration with other back office systems (whether automated or manual) ... yielding a seamless process flow, which cuts costs and increases efficiency.
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