As I noted in part one of this series, planning for a new ACD, CCaaS, or CCaaS/UCaaS combination requires a lot of upfront work, beginning with a needs assessment. Beyond the basics, like understanding business drivers, determining the project scope, and defining requirements, as I covered previously, come a number of other key considerations. Here are five to keep in mind:
- Network Readiness – Nearly all enterprises have an environment that can accommodate a VoIP system today, but yours may or may not be ready for a cloud-based solution. Is the network engineered to support multiple cloud provider routes?
