With constant innovations in the communications arena, especially VoIP, SaaS, Unified Communications taking eminence, Enterprise Communications & Contact Center Software industry is emerging as one of the most dominant industries. Contact Centers are going through a drastic transformation - from a cost center to a profit center - owing mainly to increased efficiency, enhanced performance and superior management, facilitated primarily by innovative technology, which has become the single most decisive differentiator for enterprises to thrive and grow in this intensely competitive world.

 
The legacy approach of implementing communications solutions was largely by integrating standalone Communication systems and Enterprise applications that are loosely integrated with other expensive systems that they co-exist with. This leads to operational problems across different systems due to data duplication, bad interfacing and lack of central information repository.

 
However, with the advent of Converged Communication Media and other technological developments, particularly the IP telephony, the focus has shifted to price-performance aspect of communication. Enterprises and Contact Centers are thus moving from multiple-point (multiple-vendor) approach to all-in-one solutions that incorporate multiple channels, multi-tenancy, multi-modality, flexibility in delivery, and easy scalability in order to derive optimum productivity and superior performance. To facilitate such control, the focus has shifted on having more intelligence at the application level while using COTS hardware.

 
Such SIP enabled networks and the presence of complete interaction suites have lowered overhead and maintenance costs. VoIP and advanced communications technology have also enabled lower operational costs primarily because of seamless integration of components. Enterprises have migrated from single-site setups to distributed networks that need centralized management with complete virtualization. Introduction of open source based standards, SOA and MDA have led to proliferation of innovative and flexible business models such as SaaS or On-demand, and reduction in implementation and customization cycles. With customer getting more demanding, enterprises need technology that enables exceptional availability, six-sigma reliability and serviceability across different modular levels.

With constant innovations in the communications arena, especially VoIP, SaaS, Unified Communications taking eminence, Enterprise Communications & Contact Center Software industry is emerging as one of the most dominant industries. Contact Centers are going through a drastic transformation - from a cost center to a profit center - owing mainly to increased efficiency, enhanced performance and superior management, facilitated primarily by innovative technology, which has become the single most decisive differentiator for enterprises to thrive and grow in this intensely competitive world.
 
The legacy approach of implementing communications solutions was largely by integrating standalone Communication systems and Enterprise applications that are loosely integrated with other expensive systems that they co-exist with. This leads to operational problems across different systems due to data duplication, bad interfacing and lack of central information repository.

However, with the advent of Converged Communication Media and other technological developments, particularly the IP telephony, the focus has shifted to price-performance aspect of communication. Enterprises and Contact Centers are thus moving from multiple-point (multiple-vendor) approach to all-in-one solutions that incorporate multiple channels, multi-tenancy, multi-modality, flexibility in delivery, and easy scalability in order to derive optimum productivity and superior performance. To facilitate such control, the focus has shifted on having more intelligence at the application level while using COTS hardware.

Such SIP enabled networks and the presence of complete interaction suites have lowered overhead and maintenance costs. VoIP and advanced communications technology have also enabled lower operational costs primarily because of seamless integration of components. Enterprises have migrated from single-site setups to distributed networks that need centralized management with complete virtualization. Introduction of open source based standards, SOA and MDA have led to proliferation of innovative and flexible business models such as SaaS or On-demand, and reduction in implementation and customization cycles. With customer getting more demanding, enterprises need technology that enables exceptional availability, six-sigma reliability and serviceability across different modular levels.

The DACX architecture allows various modules to interact with each other on well defined interface thereby providing easy integration with existing applications and infrastructure and faster development of custom made applications. With a hybrid architecture that works with TDM or VoIP, and state of the art algorithms such as Learnsys, DACX is innovatively designed for extensibility, flexibility and scalability that maximize automation intelligently and improve efficiency.