Today's typical contact center environment provides a feature rich infrastructure that is composed of a complex set of dispersed technologies. This coupled with the lack of standardized technologies and processes leads to high support/maintenance costs, ongoing system integrations, under utilized resources, and hard limits to efficiency gains.

Integrated Customer Solutions' (ICS) vision for service environments is a combined voice and data communications network solution leveraging centralized applications available across the enterprise. Using the strategic endpoint design methodology ICS will work with the customer to integrate the next generation solution in order to transform the customer contact experience.