Convergence refers to a capability to process and manage not only conventional voice but data, video, and applications as well using IP network. Convergence Contact Center or IP Contact Center refers to a solution that provides service to customers via diverse communication media such as voice, e-mail, Web, chatting, and video, applying convergence capability.
IP Contact Center can use resources effectively by configuring and dispersing infrastructures geographically using IP network and can minimize costs involved in construction and operation through centralized management from the center.
Evolution to an IP Contact Center through grafting of IP Telephony technology enables consecutive customer services anytime anywhere, enhancing productivity of consultants and overall customer service, and constitutes a new trend for Contact Centers.