Business Process Automation Featured Article

Interactive Intelligence White Paper Looks at SaaS Misconceptions

May 14, 2010

Software as a service products are reaching unprecedented levels of customer satisfaction "because of the minimal cash outlay required, quick deployments, rapid and quantifiable return on investment… and the opportunity to try before you buy," according to a recent white paper from Interactive Intelligence (News - Alert).


Far too much good stuff in the paper to do justice to here: The paper notes that Internet Protocol and Session Initiation Protocol-based technologies have eliminated physical communications constraints, and that enterprises "are looking for ways to use these new technologies, and contact center hosting is an ideal, cost-effective fit."

The paper presents research firm DMG's findings in identifying the five top misconceptions:

Concern #1: Hosting is only for small contact centers.

The Reality: Hosting vendors have given small as well as mid-sized enterprises new servicing capabilities that do not require them to compromise on functionality. Typical buyers are indeed mid-sized customers, and the majority of purchases are to replace an existing premise-based solution that no longer meets the organization's needs.

Concern #2: Hosted contact center solutions are functionally inadequate.

The Reality: In fact, hosted contact center infrastructure providers offer some of the most competitive and functionally rich solutions in the contact center market. The range of choices available to users has never been greater.

Concern #3: Hosted contact centers solutions are inflexible and not customizable.

The Reality: The opposite is true. In general, end users consider hosted vendors and solutions to be very flexible and scalable, although there are significant differences among hosted contact center providers.

Concern #4: Hosted contact center implementations and integrations are more difficult than premise-based initiatives.

The Reality: Some hosted contact center platforms use newer standards-based and open technology than many of the older premise-based contact center offerings. The more standards-based and open the underlying system, the easier the integration.

Concern #5: Hosting has a higher total cost of ownership than premise-based solutions.

The Reality: Based on a three-year host vs. buy analysis, if the calculation includes the cost of upgrades and a significant amount of internal resources needed to support a premise-based solution, the hosted alternative will often have a lower TCO.

To download a free copy of the informative white paper, "Hosted Contact Center Solutions: Setting the Record Straight," click here .


David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page . He also blogs for TMCnet here .

Edited by Patrick Barnard

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