Many customer contact centers are considering or implementing the migration from a TDM-based infrastructure to an IP-based architecture. But the migration to IP requires careful planning. Without advanced planning, you may end up with a call center system in a few years that limits your flexibility to align with business needs, or is costly to maintain and enhance over time. Careful research and planning can also minimize the disruption of the migration and optimize current and new investments
This paper outlines seven steps to undertake when considering a migration to an IP contact center, from identifying current and future needs to understanding available options and planning application migration.