Known for its on-demand software for hosted contact centers, Five9 has decided to fund the research of researchers at Aberdeen (News - Alert) Group on the value derived from such centers.

The research group has issued its first of a series of reports, titled “Deriving Business Value from On-Demand Contact Center Solutions” that combined the findings of two previous reports from September 2010, “Unlocking Business Intelligence in the Contact Center” and September of 2009, “Business Adoption of Cloud Computer: Reduce Cost, Complexity, and Energy Consumption,” evaluating the cost-savings of outsourcing.

“Ongoing research not only helps Five9 (News - Alert) innovate unique call center software solutions,” said Mike Burkland, chief executive officer of Five9 in a statement, “it also highlights for our customers the practices of the best-in-class call center operations, giving them the information they need to optimize their own operations. Five9 is committed to elevating our customers’ call centers through continued technology innovation and access to leading best practices worldwide.”

The latest report attempts to aggregate the previous figures to the benefit of organizations looking for continuing methods to maximize their overall influence in the industry through efficient call centers. Concepts covered include the adoption of contact centers into the cloud, adoption with other technology enablers, and moving into a Software as a Service (SaaS (News - Alert)) model.

The research found that 31 percent of organizations experienced a competitive advantage over other companies by adopting on-demand contact center software.

The author of the study, Aberdeen Group Research Associate said in a company press release: “On-demand contact center software can lower infrastructure costs, reduce the size of dedicated internal support teams, and keep pace with technology.”

The study cited some risk associated with migrating to contact center cloud adoption—primarily in the realm of data management. However, researchers found that organizations can pacify the risk through “strong service level agreements with the cloud solution provider.”

 Over the next several weeks, the Aberdeen Group will collect data for its upcoming report, conducting a survey focused what specific sects of technological deployment best accentuates particular departments of call centers. This is in reference to its previous findings that outsourcing and hosting segments of contact center services—like IVR—are growing at a much faster rate than on-premise equipment sales.

The second report will determine the key factors for contact centers to consider while administering a unified strategy.