RSS feed Get our RSS feed

News by Topic

Ovum – The Total Cost of Ownership of Cloud- and Premise-Based Contact Center Platforms

Genesys

In 2016, it is fair to say that the buying community has expressed a willingness to put their critical contact center infrastructure (often along with their customer data) in someone else’s hands.

Ovum estimates that 17% of all North American contact center seats are currently run on cloud-based platforms. That number will rise to more than 25% by 2019, representing one of the fastest adoption rates of a new technology in the history of contact centers.

This Ovum TCO report highlights recommendations for enterprises looking to refresh their contact centers:

  • Create clear road maps of their internal technological expectations over the next three to five years
  • Know your customers' expected interaction channel landscape and the size and complexity of your existing infrastructure
  • Establish guidelines for your vendor offering exploration—what size and configuration will satisfy your needs and at what cost

Tags : call center, cloud call center, cloud contact center, ovum, genesys, cloud, ownership, contact center
 Email this page
Published:  May 10, 2016
Length:  20
Type:  White Paper