Building the business case to replace your call centre ACD

Recognising when it’s time to replace your ACD system is just half of the battle. To take action, you need to get other stakeholders on board. Build the business case for modernising your contact centre with a unified omnichannel infrastructure.

Download this tip sheet to learn ways to build a business case for your organisation, including how to:

• Calculate cost savings of agent pooling
• Assess revenue gains by reducing abandonment rate
• Estimate hardware and maintenance savings with a SIP-based open-standards platform