Hosted Contact Center Solutions – Setting the Record Straight
By Donna Fluss
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.