The Modern Contact Center Changed - Did you miss it?
No longer do cubicles line hallways in basement dungeons where hundreds of call takers plod away with a telephone in one hand, a notepad in the other and a computer in the background. The Modern Contact Center is now very different. Consider home agents, working from a single DSL connection that carries their voice, ERP Internet requirements and VPN access to their own corporate network. Understand how important call recording and reporting and quality adherence can be to a customer service training initiative, these are business critical features.

Avaya Contact Centre Product Information