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Chapter 8 — Case Study

A complete end-to-end worked example applying every formula and decision framework from Chapters 1–7 to a real enterprise scenario.

In this chapter

  • Enterprise CC Example — Bharatiya Fintech Bank: 1,200-agent AI contact centre across four Indian cities

Why read the case study

The case study shows how individual variables interact. In isolation, each formula is straightforward. Together, they reveal non-obvious design decisions — for example, why upgrading bandwidth alone from 10G to 40G still leaves IS = 9.8 (insufficient), but combining a 10G WAN with campus-edge AI brings IS to 2.2 (optimal). The interaction effects are the point.