11Building and Managing Contact Centers
There are numerous ways to acquire contact center infrastructure and agents. The first decision an enterprise must make is whether to build its contact center in-house (or keep it in-house) or to outsource the operation. The second decision, which can impact the first, is whether to purchase, lease, or externally host the systems and applications required to operate the contact center.
Contact center infrastructure can be totally or partially built in-house, outsourced, or hosted, either at the enterprise’s site or at a third-party location. Contact centers can be built by the corporation or its consultants, or be acquired completely or in part as a turnkey operation from an outsourcer or ASP. Similarly, ...
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