Table of Contents
1  Intr oducti on   3
2 Minimizi ng hard ware requirements  3
  Multiple se rv er vssingle serv er in stallation  3
  IP tele phones vssoft phones   4
3  Steamlining  in te gr at ions   5
  St ar t  with  an inte grat ed solution    5
  Use open st andards to ex pand the solution  6
  Includ e unified communic ations in the integrated solution  6
4 Design for bu siness continui ty  rath er  than disa st er  recovery     7
  Elimin ate single poin ts  of  fa ilure   7
  Use tried and tr ue hardware red undan cy  .9
5 Help contact ce nt er  ma nager reduce cost s  and agen t tu rn over  10
  Use at -hom e ag ents     10
  Si mpli fy  Mo bility  11
6 C onclusion: re duce co mplexity    12
Figure 1   Cost  co mparison be tween  ha rdphon e  and so ft phones   .4
Figure 2 Distribute d co ntac t ce nt er   8
Figure 3 Business  co nt inui ty  with  at -h ome agents  10
 
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