|
|
Home > Computers and Information Technology > IT Administration & Services > Outsourcing
VoIP and Lower TCO Stoke Hosted On-Demand Contact Center Trend
|
| Published Date:
October 2006
Published By:
Yankee Group
Page Count:
4
Order Code:
R388-2289
|
|
|
|
The Hosted Contact Center: A Recycled Solution with a New Technology Twist
Call center solutions have traditionally been provided by customer premises-based hardware and software implementations operated and managed by the telecommunications or IT organization within the enterprise. The Automatic Call Distribution (ACD) functionality was initially introduced as a subsystem of the general business telephony process by switch providers such as AT&T, Fujitsu, Mitel, NEC, Nortel and Siemens. As the needs of users became more rigorous and the requirements for call distribution became more robust, these ACD applications became more sophisticated and suppliers such as Aspect Communications and Rockwell began offering standalone ACD products to work with a multitude of major business telecommunications switches. For several decades, such premises-based standalone ACD products remained the “gold standard” for companies attempting to differentiate their customer call centers and customer service capabilities from the crowd.
Although managed service providers have made several attempts since the 1990s to provide ACD and call center functionality via an off-premises hosted or managed solution such as Centrex ACD, premises-based solutions continued to dominate the marketplace. Hosted solutions were simply considered substandard when measured in feature capabilities, ease of application integration, security and geographic coverage capabilities. System reliability and flexibility were also concerns at that time. This was especially true for company executives who considered their call center functionality a mission-critical ingredient to the success of their corporation.
|
Similar Products
• Information Technology
Published Aug 2008 by First Research, Inc.
• Vertical outsourcing trends - winning new business from mature and emerging verticals (Strategic Focus)
Published Aug 2008 by Datamonitor
• Ovum Navigator: Applications Outsourcing
Published Jul 2008 by Ovum Plc
• Information System Outsourcing Services Market 2007-2010
Published Jul 2008 by Infiniti Research Limited
• Life Science Buyers Guide: Manufacturing and Supply Chain IT Outsourcing
Published Jul 2008 by IDC
• Asset-Light Outsourcing - Is This a Better Outsourcing Engagement Model?
Published Jul 2008 by IDC
• Global BPO Services Market (Interactive Model)
Published Jul 2008 by Datamonitor
• Can Middle Eastern Countries Fulfill the "Eastern" Promise?
Published Jul 2008 by Yankee Group
• The Technology Investment and Outsourcing Outlook: Spend forecasts by vertical market
Published Jul 2008 by Business Insights
• U.S. Document Outsourcing Market Forecast: 2007-2012
Published Jun 2008 by InfoTrends/CAP Ventures
|
|
|
|
0 items
