Adoption of the software-as-a-service (SaaS (News - Alert)) model is accelerating across the enterprise, but particularly in the call center, as companies are discovering the advantages today’s hosted solutions offer over premise-based systems.
With SaaS, applications such as ACD, IVR, dialers, workforce management, call recording and CRM can be hosted on a shared platform in a data center and delivered to agents via the Internet, or dedicated IP network, enabling companies to deploy a full-featured call center system for a fraction of the cost of licensed software.
As many organizations have already discovered, SaaS brings numerous advantages to the call center. What follows are the main advantages it brings, backed-up with commentary from Terry Saeger, SVP and general manager of VoltDelta Enterprise Services and Solutions, a leading provider of enterprise-grade SaaS call center solutions:
Lower upfront costs
In general, the biggest factor driving adoption of SaaS is lower up-front cost. Companies that adopt hosted call center solutions save initially by avoiding the need to shell out capital for premise-based equipment and installation services.
With today’s hosted call center solutions, all you really need are broadband-connected PCs. Your agents can share the same system no matter where they are located – whether they’re all in a single, main center or spread across multiple locations.
Also, companies that go with hosted call center solutions avoid having to pay for the licensing of new software — instead they simply “lease” the software on a “pay-as-you-go” basis. Not only is this pricing model more economical, it’s easier to predict and manage, and affords simplified financial reporting: Rather than paying out chunks of capital for upgrades or replacements of on-premise systems, companies now have the ability to include the cost of their SaaS service in monthly expense reports as a recurring line item.
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Friday, April 3, 2009
SaaS Continues to Revolutionize the Call Center
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