AIRS 2009

WIN 211 Circa 2006

The Traditional Contact Center

‘70s

‘80s

‘90s

‘00s

The Traditional Contact Center

Multi-Site Challenges

Time of Day % Allocation

Bu

sy

No A

nsw

er

Hub & Spoke

Changing The “Traditional” Model

‘70s

‘80s

‘90s

‘00s

Changing the “Traditional” Model

SaaS