Call Center and CRM Best Practices

Debunking 5 Myths of Hosted Contact Centers

No Software-as-a-Service (SaaS) discussion is complete these days until someone touts the multiple benefits of moving applications to the cloud. It’s hard to ignore the promise of CAPEX and OPEX savings, especially when many businesses are still recovering from the economic crisis and searching for ways to provide additional value to their customers. But not all SaaS offerings are created equal. Some applications are a better fit for the cloud than others, and some providers are better capable of delivering cloud-based services than others. Hosted call centers are no different. Early call center hosting providers faced a number of unique challenges in delivering their services.

These challenges, although largely overcome by today’s providers, gave rise to concerns that still haunt businesses today and may prevent them from reaping the benefits of SaaS. This  USAN white paper analyzes those concerns in relation to both on-premise call center software and hosted call center services to determine which delivery model offers the best security, scalability, integration, cost, and features and functionality.

The USAN white paper Debunking 5 Myths of Hosted Contact Centers is available on CRMXchange.

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