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Approach a number of vendors and create a short list. Invite them in for demonstrations and quiz them about matters such as return on investment and implementation. Also determine whether they can provide the applications on a pilot basis, therefore basing the business case on reality rather than theory. The other challenge is training, given to an organization, or contact center staff. The technology is very advanced and can do wonderful things, but if the people operating that technology are not up to the job, then the value you gain from that is obviously diminished. - Gary Herbert - Business Development Manager, Atmyside

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