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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations
Introduction
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today’s global business environment. This strategy is especially appropriate for large, complex enterprises, but many smaller enterprises will benefit, too. Consolidation 2.0 is provider neutral. It can be deployed on a traditional premise-based system or hosted by one of many global service providers that have Consolidation 2.0 offerings.
This white paper begins with a brief history of prior consolidation efforts, then presents and defines Consolidation 2.0 as the state of the art. The paper then enumerates and explains the many benefits of Consolidation 2.0, and concludes by listing the key requirements of a Consolidation 2.0 platform.








