What is Infrastructure?

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What is Infrastructure?

Infrastructure for contact centers refers to the underlying physical and virtual resources, systems, and technology components that support contact center operations. An efficient and reliable infrastructure is crucial for contact centers to handle customer interactions, deliver high-quality service, and maintain business continuity. Here are key aspects and considerations related to contact center infrastructure:

1. Communication Channels: Contact centers support various communication channels, including voice (phone calls), email, chat, social media, SMS, and more. The infrastructure should be capable of handling multiple channels simultaneously.

2. Telephony Systems: The telephony infrastructure includes phone systems, Interactive Voice Response (IVR) systems, Automatic Call Distributors (ACDs), and VoIP (Voice over Internet Protocol) solutions. These components manage incoming and outgoing calls, routing, and call queuing.

3. Data Center or Cloud: Contact centers can be hosted on-premises in a data center or in the cloud. Cloud-based solutions offer scalability, flexibility, and disaster recovery capabilities.

4. Networking: A robust network infrastructure is essential for connecting agents, customers, and contact center applications. It ensures low latency, high bandwidth, and redundancy.

5. Data Storage: Contact centers generate and manage large amounts of data, including customer records, call recordings, chat transcripts, and performance metrics. Adequate data storage and backup solutions are critical.

6. Workstations/Desktops: Agent workstations and desktops or terminals should be equipped with the necessary hardware and software, including computers, headsets, monitors, and productivity tools. These workstations facilitate customer interactions.

7. Server Hardware (If On Premise): For on-premises solutions, servers host contact center applications, databases, and other critical systems. Redundant servers are often used to ensure high availability.

8. Security Infrastructure: Strong security measures, including firewalls, intrusion detection systems, and encryption, are vital to protect customer data and prevent cyberattacks.

9. Integration Middleware: Middleware solutions enable seamless integration between various contact center components, including CRM (Customer Relationship Management) systems, databases, and third-party applications.

10. Load Balancing: Load balancing distributes incoming interactions evenly across available agents, ensuring optimal resource utilization and minimizing wait times for customers.

11. High Availability and Redundancy: To minimize downtime, contact centers often employ redundancy and failover mechanisms. Backup systems and data centers provide business continuity.

12. Scalability: The infrastructure should be scalable to accommodate changes in call volume and agent numbers. Scalability can be achieved through cloud-based solutions or by adding hardware resources.

13. Disaster Recovery: Disaster recovery plans and infrastructure are essential to ensure uninterrupted operations in case of unexpected events such as natural disasters or system failures.

14. Remote Work Support: In response to changing work environments, contact center infrastructure should support remote and distributed workforces. Secure remote access and virtual desktop solutions may be necessary.

15. Monitoring and Management Tools: Infrastructure should include monitoring and management tools to track performance, detect issues, and optimize resource allocation.

Effective contact center infrastructure design and management contribute to operational efficiency, cost-effectiveness, and the ability to deliver superior customer service. Regular maintenance, upgrades, and scalability planning are essential to ensure that the infrastructure can adapt to evolving business needs and customer expectations.

More Infrastructure Resources for Call & Contact Centers

Cloud-Based Call Center

Cloud-Based Contact Center Infrastructure (CBCCI) includes hosted dialer, digital, and supporting customer engagement solutions. CBCCI is adaptable for any work environment: on-site, work-from-home (WFH) and hybrid. LiveVox’s public cloud infrastructure is robust and reliable, and incorporates expanded geographic availability, speed, improved security and enhanced reliability. 

Cloud vs. On-Premise Call Center Phone Systems. What’s Best?

Traditionally, call centers have been located in a distinct physical space that houses not only the agents working the phone system but the hardware, software, and infrastructure needed to make the call center function. More and more, however, businesses are turning to the cloud to host their call center infrastructure in a way that’s limited by neither geographical bounds or physical space. 

How to Cut Call Center Infrastructure Costs

With cloud contact center platforms, you don’t have to invest hundreds of thousands of dollars on new infrastructure and the labor to implement it. A cloud-based solution allows you to scale as needed, at any time, with minimal additional cost. There’s no need to negotiate with vendors all over the world to do business globally, and every piece of technology communicates seamlessly with one another rather than being siloed. 

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit or call one of our specialists at (844) 207-6663.

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