Abstract
Overview
Introduction
For the past 10 years the primary motivation to purchase hosted contact
centers has been to reduce cost. But if growth is to continue, then vendors
must look beyond cost as a marketing message. Vendors need to shift their
marketing campaigns to address business processes.
Scope
- Market Opportunity: Hosted contact centers play a strategic role in an
organization
- Technology Evolution: Many technology debates arise from new-generation
software-based platforms
- Customer Impact: Vendors must know the pain points if they are to
understand the customer
- Go to Market: How to position the solution to Service Providers and
end-users
Highlights
Hosted contact centers were seen as solutions which were geared for the low
end of the enterprise market. They were seen as providing basic contact center
functionality, namely network routing. However, over the past 15 years hosted
contact center technology has developed. The hosted model goes beyond pure
network routing.
Reasons to Purchase
- Understand the key drivers in purchasing hosted contact centers.
- Discover the impact SIP will play on hosted contact centers.
- Realize the growing importance of Unified Communications in the context of
hosted contact centers
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