Contact centers and ebusiness operations want their IT departments to take charge. Besieged by a whole slew of technology trends that won’t go away, contact centers need IT to respond, to draw up and deliver on a smart master plan that includes WEB 2.0, cloud computing, virtualization, going mobile, going green, going social, right-shoring, etc. An indecisive IT organization could slow down the organization, maybe even bring its survival into question.

In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.