These best practices will help you decide whether to renew or upgrade your current platform—or both—and takes a look at cloud vs. premises considerations. And what about new unified communications (UC), PBX and other contact center solutions? How do you integrate with external systems (like CRM) to benefit your agents? And then the software—we take a deep dive into the real value of quality management (QM), workforce management (WFM), analytics and applied programming interfaces (APIs). It’s all here—everything you need to take those next steps with confidence.

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