Hosted Contact Center Solutions Vendor Guide
By Donna Fluss
Life keeps getting better for contact center managers. 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. The new generation of hosted contact center offerings includes most systems and applications required to operate and manage a world-class contact center. 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. Hosted contact center solutions are altering market dynamics and redefining the rules for contact center investments.