The document discusses strategies for reducing costs in contact centers. It outlines key areas where costs can be reduced, including through self-service options, agent productivity improvements, and reducing agent attrition. The Enghouse approach promotes reducing costs through enabling more customer self-service via IVR and online options, automating processes to improve agent efficiency, and unifying communication channels for better management and metrics. Quick success stories from clients saw large cost savings from reduced call volumes through expanded self-service IVR and improved agent productivity.