Hosted Contact Center Solutions

Hosted contact center infrastructure solutions

, also referred to as Software-as-a-Service (SaaS) or Communications-as-a-Service (CaaS), are steadily gaining ground in enterprises of all sizes and in variety of public and corporate verticals. Hosted solutions are reaching unprecedented levels of customer satisfaction because of the minimal cash outlay required, quick deployments, rapid and quantifiable return on investment, scalability and agility, ongoing investment protection, a reduced maintenance burden, and the opportunity to "try before you buy." Vendors also continue to expand functionality through product enhancements and improved deployment and integration models.

Internet Protocol (IP) and Session Initiation Protocol (SIP)-based technologies have additionally eliminated physical communications constraints, empowering enterprises to be more responsive to their customers using the virtual, multi-channel and flexible servicing infrastructures of hosted solutions. Enterprises are looking for ways to leverage these new technologies, and contact center hosting is an ideal, cost-effective fit.

Moreover, the new generation of hosted/CaaS-based contact center infrastructure has overcome the technical and functional limitations of older solutions. Now the leading vendors need to correct the misperceptions that are hindering more widespread adoption of these solutions.

Hosted contact center infrastructure solutions are steadily gaining ground in enterprises of all sizes and in variety of public and corporate verticals. Among the many reasons why customer satisfaction with hosted contact center solutions is at an unprecedented high are the minimal cash outlay required, quick deployments, rapid and quantifiable return on investment, scalability and agility, ongoing investment protection, reduced maintenance burden and the opportunity to "try before you buy." Ongoing vendor investment and product enhancements continue to expand product functionality at the same time as vendors are introducing improved deployment and integration models. The strength of the hosted contact center infrastructure sector is evident in the market share it has taken away from

traditional premise-based solutions; hosted infrastructure revenue is expected to grow by 35% in 2010, and 20% in both 2011 and 2012.

Changing business dynamics have created the need for virtual, multi-channel and flexible servicing infrastructures. Internet Protocol (IP) and Session Initiation Protocol (SIP)-based technologies have eliminated physical communications constraints, empowering enterprises to be more responsive to the needs of their customers. Enterprises are looking for new ways to leverage these new technologies, and contact center hosting is an ideal, cost-effective fit.

The new generation of hosted/CaaS-based call center infrastructure has overcome the technical and functional limitations of older solutions. Now the leading vendors need to invest in marketing efforts to correct the misperceptions that are still hindering more widespread adoption of hosted contact center solutions.

by: Rhobin Hunt

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