The technologies necessary for a call center were at one point an assemblage of premise based solution each with its own unique and essential function. But while ACD, WFM and IVR systems are still an essential part of a call center operation there’s no longer a need to house them on site. Hosted solutions allow call and contact centers the ability to quickly and efficiently upgrade their utilities and grant smaller companies the ability to start an operation without a huge initial investment.
Though not immediately evident those using hosted solution over a premise based alternative they can expect to save considerably. One of the biggest reasons business decision makers shy away from cloud-based or managed services is that they fear they will end up costing more in the long run, compared to investing in a premises- or “hardware-based” system. The comparison is not too unlike leasing a car versus buying one: If you lease a car you will always have a monthly payment, forever. But if you buy a car, and but the right one the first time, one that will last for the next ten years (five years past when you’re done paying off the loan), and it will serve your needs perfectly during those entire ten years, then you can extend the lifetime of your investment.
But there are instances when that car is the wrong decision, and in that case you’re stuck. When leasing you have the advantage of continued maintenance, lower monthly payments and the ability to trade up after only a few short years. Using hosted option vs. a premise based one is similar.
As Five9’s VP of Product Management David Van Everen (News - Alert) points out, “Any application that supports a virtualized or remote operation is better-suited for a cloud-based delivery model, and since today virtually every large company operates globally, there really are few applications that aren’t well-suited for the cloud. Salesforce.com (News - Alert) led the way for Sales Automation and CRM, and Five9 is doing the same for call centers, which is arguably a much more challenging application to move to the cloud, because of the need to reliably and securely handle high-volume real-time telephone conversations.”
Five9 (News - Alert) offers a full suite of call center solutions with on demand access available to all subscribers. The cost savings any of their host solutions offers is will quickly manifest in any deployment.
Stefanie Mosca is a Web editor for TMCnet. Previously she worked as a freelance copy editor for Digital Surgeons LLC. She holds a master's degree in journalism from Quinnipiac University and a bachelor's degree in communication from the University of New Haven. To read more of her articles, please visit her columnist page.