You do the Math: How Cloud-based Contact Centers Will Double Results at Half the Cost
May 31, 2012
By Allison Boccamazzo
, TMCnet Web Editor
You’ve heard a lot of buzz about cloud-based contact centers and how they can minimize risk and increase customer satisfaction, but you still find yourself on the fence, plagued with questions such as whatdoes this mean and how exactly does it do this? In a white paper by Contactual, an introduction to this new enterprise innovation as well as its evolution from traditional, on-premises contact centers is given in comprehensible detail.
As contact centers perform one of the most vital functions by forging the link between companies and their customers to strengthen brand loyalty, enterprises have taken to investing millions in building the crème-de-la-crème of contact centers. There’s no reason why this actually doesn’t make sense. When you’re thrown into the rapidly changing, technological force-field of modern day, however, on-premises contact centers simply don’t cut it anymore; in fact, they can even serve as a detriment.
When you sit down, refocus, and make that distinct shift from on-premise contact centers, you’ll find that Software-as-a-Service (SaaS (News - Alert)) and its vendors prove reliable and are able to deliver the value that you need. Oftentimes, we are told not to follow what everyone else is doing by walking our own path and making our own decisions, but as companies of all sizes are now starting to adapt on-demand contact centers, this is one widely-popular decision you’re going to want to jump the bandwagon for.
- Only a handful of drawbacks of on-premises contact centers include:
- Significant capital expenditure
- ·Longer and more complicated integration time
- Unavoidable annual maintenance costs (18-20 percent of the capital expenditure) and considerable ongoing support costs
- Higher risk of disaster
- Increased difficulty in managing fluctuating demand.
Conversely, benefits of a hosted contact center include:
- Elimination of capital expenditures (Most cloud-based vendors offer a single unified solution that continually improves over time.)
- Reduction of ongoing IT maintenance and support costs by nearly half (Most companies notice an immediate savings in IT headcount.)
- Increase in staffing flexibility
- Increase in disaster preparedness
- Increase in agility to accommodate fluctuating demand (A hosted call center provides the elasticity needed to reduce the friction between business objectives and customer satisfaction, more easily handling short-term activities such as promotions, events or fundraising to meets specific goals.)
Cloud-based contact centers are a perfect example of a successful SaaS model. With Fortune 500 companies and market analysts praising SaaS for its exceptional performance, millions of users likewise enjoy its benefits, not to mention the SaaS model makes it possible for small or mid-sized companies to build and maintain a competitive edge, ultimately altering the competitive arena as a whole.
If you’re looking for immediate cost savings, affordable monthly fees, fast installation, an easy-to-use interface and access to robust technology, then you should strongly consider making the switch to a hosted call center, such as Contactual’s (News - Alert) OnDemand Contact Center.
Interested in learning more? Check out more about what Contactual can do for you by clicking here.
Edited by Jamie Epstein