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If you are a Contact Center Manager looking at your telecom suppliers you should be considering the resilience, reliability and your service level agreement and how you can cope with that. From an operator point of view you want flexibility because you want to make sure that you don’t just receive a call, but rather you want to be able to receive the right kind of stats package to back it up. Value added; if you can offer someone more than just price then you are looking at value added products. - Aiden Dermody of Opal Telecom
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