Call Center On Demand Featured Article
On-Demand Solutions Gaining Traction in Contact Center Market
With the right platform in place, those organizations with distributed and virtualized environments will have access to the right tools to simplify the management of a distributed workforce and customer interaction organizations. The hosted model simplifies the centralization task to allow enterprises to realize efficiencies in costs and personnel, while also improving the customer experience.
The change in the economy is also pushing for an increase in work-at-home agents. With a hosted model governing the management of the contact center, home-based agents can be used to expand the quality of the available workforce beyond traditional geographic barriers. In addition, it allows for the hiring of agents who live and work in the same area as customers, eliminating the stigma of outsourcing and offshoring.
Datamonitor has also highlighted the technological benefits of the on-demand model. Contact centers do not always have access to the latest on-premise technologies as they can often be outside of allowed purchases. Or, budget restraints only allow for purchases every few years. With an on-demand platform, contact centers can constantly update, gaining access to the latest technologies as soon as they are available.
Five9 is one company that taps into the opportunities that can be created for the contact center market, offering hosted call center software that meets the needs of today, while anticipating the demands of tomorrow. By offering the latest contact center technologies in an on-demand model, Five9 can bring its contact center customers up-to-date without breaking their budgets. In doing so, the company helps clients of all sizes compete on equal footing in an intensely competitive global market.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefania Viscusi