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Industry Research : Study Shows ‘Cloud-based’ Solutions Lower Call Centers’ Costs

Call centers can lower the cost of their contact handling and workforce optimization infrastructure by up to 43 percent over a five-year period by using cloud-based offerings rather than installing equipment in their own facilities, according to a new Frost & Sullivan report titled "Premise vs Hosted Contact Center: Total Cost of Ownership Analysis."

The study, commissioned by cloud solutions provider inContact, analyzed 12 call center designs with sizes ranging from 50 to 500 seats and in functionality from different telephony systems such as ACD, IVR, chat, outbound dialer, quality monitoring, workforce management, customer feedback, agent hiring and eLearning system.

The analysis of total cost of ownership (TCO) concluded that hosted call center services significantly reduce TCO over premise-based systems in both three- and five-year scenarios for all 12 designs analyzed.

"Overall, call centers could save on costs of systems and applications, implementation, maintenance and upgrades, and hosted per-agent, per-month fees.

The pay-as-you-go hosted pricing model of this technology allows call centers to eliminate in-house hardware investment as well as related IT infrastructure, maintenance, and upgrade expenses that go with premise-based infrastructure," inContact Country Manager Junie Pama said.

"Compared with cloud-based solutions, traditional premise-based infrastructure requires an upfront capital investment that can easily exceed $1 million, maintenance contracts that are typically 15-25 percent of the purchase price, ongoing expenses, and equipment replacement every five to seven years," Pama added.

The study also found that the larger the call center is, the higher the savings are with the hosted model.

Over five years, 100-seat centers averaged 23 percent savings, 250-seat centers averaged 34 percent savings, while 500-seat centers averaged 43 percent savings. In addition, more money is saved as more call-center applications are hosted in the cloud.

In a 100-seat contact center, for example, the five-year savings jump from 9 percent for a hosted ACD to 23 percent for a full-function, nine-application hosted system.

"This study not only validates the financial benefits of a cloud-based contact center infrastructure, but also clearly demonstrates that the appeal of the hosted model is not limited only to small businesses without the resources to purchase and maintain on-premise equipment," said Paul Jarman, CEO of inContact.
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"The fact that the TCO increases as the number of seats grows will be a strong driver in the enterprise market, where we are already seeing significant traction for our own cloud-based contact center offerings."

The Philippine call center industry is projected to bring as much as $7.38 billion in revenue this year, a 15-20 percent increase from last year’s revenue of $6.15 billion, according to the Contact Center Association of the Philippines (CCAP). "We hope it can grow further with the help of the cloud-based solutions that are now available in the country," Pama said.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.malaya.com.ph

Today's Tip of the Day - Make Training Fun

Read today's tip or listen to it on podcast.

Published: Friday, July 8, 2011

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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