The future of multi-site contact centers is clear. Chances are, if the organization is not already using an Internet Protocol (IP)-based telephone system, it will likely need to consider implementing one in the next few years. The revolutionary changes introduced by the field of IP Telephony make it easy to get bogged down in its feature-hype, technology, and terminology. This paper provides a practical, business-oriented view of IP-based contact centers and will focus on the drivers, the challenges, and the keys to a successful implementation.