The Real-Time Contact Center

3Contact Center Infrastructure

Real-time contact centers are technically sophisticated operating environments that use anywhere from 1 to more than 46 systems or applications to process transactions (calls, e-mails, web chats, faxes, etc.). Transactions can be processed by multiple systems, some that are premise-based, some hosted (sometimes referred to as “in the cloud”), and some that are outsourced.

In 2003, there were 60,026 contact center systems and 5,717,361 agent shipments (agent positions) in North America, according to Gartner. DMG Consulting LLC estimates that 65 percent of contact center systems and 70 percent of agent positions are located in North America. The estimated number of worldwide contact center systems and agent positions ...