Growing need for flexible, multi-site solutions that can easily and cost effectively span the globe 4. Viability of Internet Protocol (IP) that is altering the dynamics of contact centers 3. Availability of functionally rich, competitive hosted contact center offerings 2. There are many factors driving this trend, including:ġ. DMG Consulting LLC predicts that by the end of 2007, 20% to 30% of all new contact center seats will be hosted. This changed the overall landscape of the contact center market, as it gave end users attractive new alternatives. By the end of 2004, many of these solutions had become almost as feature-rich as the leading premise-based offerings. Hosted offerings are not new what is new are the variety, capabilities and sophistication of the current generation of hosted applications. The current generation of hosted solutions started to capture the attention of contact center management at the end of 2004. Hosted Solutions Offer Compelling Benefits for Contact Center Managers Hosted contact center solutions are altering market dynamics and redefining the rules for contact center investments. Users can now select high quality, functionally-rich on-demand solutions for contact center infrastructure, dialing, recording, quality management, speech analytics, surveying, coaching, eLearning, workforce management, eService suites, email response management, knowledge management, customer service and support and much more. The new generation of hosted contact center offerings includes most systems and applications required to operate and manage a world-class contact center. Technology options are expanding beyond expensive premise-based systems to include functionally-rich on-demand solutions that do not require large up-front investments and can be provisioned on a monthly basis with relatively little risk. Life keeps getting better for contact center managers. 12 Appendix.13 Vendor Directory of On-Demand Contact Center Systems and Applications.13 About the Author.
9 Figure 3: Contact Center Multi-Tenancy.9 Best Practices for Getting Started with Hosting. 6 Figure 2: Hosted Contact Center Functional Offerings.6 Hosted Functionality. 4 Figure 1: Contact Center Technologies and Applications.5 Contact Center Building Blocks. 3 Hosted Contact Center Technology Overview.
3 Pros and Cons of Contact Center Hosting. 1 On-Demand Value Proposition for Contact Center Solutions. 1 Hosted Solutions Offer Compelling Benefits for Contact Center Managers. Hosted Contact Center Solutions Vendor Guide
RealTime Coaching Builds World-Class Hosted Contact Center Solutions Contact Centers Vendor GuideĢ006 Speech Analytics Market Donna Fluss, Principal September 2006 ReportĬontact Center Manager’s KPI Survival Guide
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