Hosted Contact Center Featured Article

When Money's Tight, Asia Pacific Companies Look to the Hosted Contact Center

October 10, 2012

By Susan J. Campbell,
TMCnet Contributing Editor

The economic crisis befallen the U.S. has had similar impacts in countries throughout the world. Businesses are crunching numbers just as much as the average homeowner. Many businesses are not able to keep up with the latest technologies needed for on-premise contact center solutions, which can put a sizable dent in a budget.

Fortunately, these companies have an option that will boost productivity while saving money, and it involves the cloud. As highlighted in this BizTech2 article, a hosted contact center is the answer for a growing number of companies, regardless of their cash situation.

The Asia Pacific Hosted Contact Center Services Market is expected to generate $465 million by 2018, according to an industry analysis by Frost & Sullivan (News - Alert). More companies are changing their technology spending plans and allocate more resources for the deployment of the hosted contact center to meet their needs.

But moving to the cloud requires a degree of planning that can cause headaches for companies that don't give enough thought to the migration. Hosted contact centers offer not only a low-cost solution, but their applications are also easy to operate, but there is still an adaptation period that traditional premise-based companies go through.

It's these hosted contact center applications that many companies are eager to get their hands on, not only to gain efficiencies but also to achieve more flexibility. The hosted contact center also allows more scalability that assists companies in their expansion needs as well as in disaster recovery preparation.

The biggest transition to the hosted contact center is seen in small- and medium-sized businesses, due for the most part because of how much money they save in going with this option. However, once the larger contact centers with a 200-seat or larger operation start making the move to the hosted contact center, the platform will be considered an even more acceptable avenue for contact center practices.

One of the issues keeping the hosted contact center from becoming an accepted option for all companies is the perceived lack of security in the cloud, especially among many of the government agencies with compliance issues regarding third parties handling sensitive information.

Other parties that are likely to hold off on going completely with a hosted contact center solution includes those that have put a lot of money into their on-premise solution aren't likely to drop it for a hosted solution anytime soon. However, these companies can take small portions of their needs to the cloud to adjust to the flux in demand.

Edited by Rich Steeves