Perhaps one of the biggest advantages of the contact center is its numerous applications and components. For example, tools like predictive dialing, e-mail management, chat services, quality monitoring and interactive voice response (IVR) have been some of the most successful and widely implemented. At the same time, though, there can be a downside to all of these options that surfaces over time if they are not properly integrated. All these aforementioned tools serve the same purpose: serving the customer and offering a flexible service that can adapt to the varied needs of the client. However, for the contact center manager or leader who is just breaking out into the market, the complexity of these tools can lead to a tangled and overly complicated system. This is why the architecture of the approach to contact centers is moving towards a more integrated software suite that works as a cohesive unit, as opposed to a collection of tools and services.