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ICS recognizes that businesses are evolving their contact center strategies in order to streamline their operations. The key drivers motivating businesses are to reduce cost, gain efficiencies, and improve customer service. Yet, the contact center is a complex silo that has customer interaction touch points that need to be considered. 
ICS vision is one where the application is the center of the customer experience not the legacy
equipment. ICS strategic vision is customer focused and utilizes industry standards and directions.
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The next-generation architecture utilizes a converged infrastructure supporting application services as a distributed technology. Understanding the significant emerging technologies and their revolutionary implications to today's contact center environment is critical for a customer's strategic planning. 
Technology HighlightsBusiness Virtualization, Unified Business Logic, and Customer Contact IP Strategy are initiatives being considered by businesses in today's challenging environment. 
Enabling TechnologiesBusiness Process Management (BPM), MPLS, SOHO Connectivity, VoIP, and Softswitch technology are examples of a few of the paradigm shifts that are affecting the future customer contact solution. 
BenefitsProvider independence, business mobility, Enterprise availability, and Geographically independent application framework are a few advantages of the ICS solution. 
Financial ConsiderationsReduced voice costs, shared platforms across business units, plus options such as managed application outsourcing are some unique advantages that the next generation contact center design is presenting to companies. |
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