White paper Title:

Research Report – Summary A Cost Comparison of All-in-One versus Multi-Point Solutions in the Contact Center Sector

Company Name:

Abstract:

In 2006 we completed a study into an emerging model of contact
center technology — the all-in-one model — in which one vendor
provides all needed solutions on a single platform. In particular we
sought to understand base-line decisions made regarding a “multiple
point solution” approach as opposed to the “all-in-one” contact center
suite approach.
Our 2006 study on all-in-one versus multiple non-integrated solutions
found that most contact center managers want ease of use and
reliability in their technology, and would prefer to have one
relationship, one vendor, one suite of products, and one common
administrative interface.
This research builds on those findings and explores cost-based detail,
to understand if the preferences expressed by managers find support
in financial considerations.

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