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Category: Virtualisation

The main advantage of virtualisation is the impact the software has on efficiency gains and cost reduction, it has been suggested.

According to sourcingfocus.com, virtual contact centres serve to amplify these benefits as companies are able to more accurately predict shifting customer patterns.

This allows them to allocate resources quicker and manage campaigns more effectively, the website explained.

It noted: "Virtualisation enables enterprises to re-engineer their network routing, queuing and workforce management in their contact centre operations - resulting in efficiency gains and cost reduction."

The source observed a virtual contact centre is a collection of assets that operate in different physical locations but act as a single, fully integrated operation.

There is currently an ideal environment for such technologies because of vast improvements in network performance, switching and routing, it added.

In a recent article for Network World, Paul Venezia claimed server virtualisation has become a fundamental part of the data centre in recent years.

Posted by Jamie Rees