 in conference rooms equipped with audio and videoconferencing gear SO that employees can collaborate with each other and with partners. However, companies that don't provide telephones at every desk do give each customer support center agent a telephone or computer with voice calling capabilities. They use them to speak with customers and/or partners whose questions and issues can't be resolved via text, chat, or e-mail. Sophisticated customer support centers may provide the flexibility for agents to exchange text- based chat, and text messages in addition to speaking directly with callers whose issues can't be resolved via online chats or text messages. Contact centers are also used to make outgoing telemarketing calls. IP Telephone Systems-Voice and Applications on LANs When organizations purchase new phone systems, they buy IP-based systems for a number of reasons. Today, employees routinely conduct their day-to-day communications by using e-mail, collaboration tools, and instant messaging. Thus, there is not the level of concern regarding the use of one network (the LAN) for both voice and data in the event of a LAN crash. For the most part, voice is used for discussions about complex topics as well as for audio and video conferences. It is also used for time-sensitive purposes such as reporting www.TechnicalPDF.com fires and other emergencies. These outgoing calls can be made on mobile phones as well as office phones. IP-based voice and data traffic is carried over the LAN. IP PBX systems are easier to maintain and can be more easily integrated with all types of conferencing and contact centers. Moreover, the quality of voice carried on LANs is generally quite good. This is also due to improvements in LAN capacities. In addition, LAN reliability is such that downtime is no longer a concern of any substance. While the initial cost of many IP telephone systems is no less expensive than older-style phone systems, ongoing support costs are lower. In addition, sharing centralized applications such as audio and v