Hosted Contact Center (Strategic Focus)

For the past 10 years the primary motivation to purchase hosted contact centers has been to reduce cost. But if growth is to continue, then vendors must look beyond cost as a marketing message. Vendors need to shift their marketing campaigns to address business processes.

Scope

Market Opportunity: Hosted contact centers play a strategic role in an organization Technology Evolution: Many technology debates arise from new-generation software-based platforms Customer Impact: Vendors must know the pain points if they are to understand the customer Go to Market: How to position the solution to Service Providers and end-users

Highlights

Hosted contact centers were seen as solutions which were geared for the low end of the enterprise market. They were seen as providing basic contact center functionality, namely network routing. However, over the past 15 years hosted contact center technology has developed. The hosted model goes beyond pure network routing.