Contact centers of all sizes devote their best efforts to offer excellent services to their customers, in order to win their trust that ensures the success of contact centers in return. Still, due to the recent economic upheavals and the overall volatility of the telecommunications manufacturing sector, the contact centers that own outdated or non-upgradeable premises-based equipment have to make a vital decision, whether they make significant new capital expenditures or keep ready to face declines in performance impacting the customers.