Companies are using VoIP to transform their business strategically rather than incrementally. They use VoIP to integrate call centers, branches, and virtual offices to increase productivity, efficiency, and customer satisfaction. Their strategic goal is to have an impact on the customer interaction, and their biggest business benefit from VoIP often involves the contact center.

As enterprise customer interaction becomes increasingly distributed (more virtual), the success of the IP communications transformation depends on whether teams address some tough questions:

• How will supervisors collaborate as the business becomes increasingly distributed?
• How will the contact center provide consistent, accurate answers to customers from every location through multiple channels?
• How can efficient VOIP system management slash operational expenses?

The answers to these questions drive the customer interaction strategy.