Comment by Nate on May 3, 2011 at 6:14pm

Looks like you left off the report.

 

SALT LAKE CITY--(BUSINESS WIRE)-- Contact centers can lower the cost of their contact handling and workforce optimization infrastructure by up to 43% over a five-year period by utilizing 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 was sponsored by inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools.

Study authors analyzed 12 contact center configurations ranging in size from 50 to 500 seats, and in functionality from ACD-only to a full-function ACD, IVR, chat, outbound dialer, quality monitoring, workforce management, customer feedback, agent hiring and eLearning system. The analysis of total cost of ownership (TCO) for both three- and five-year timeframes concluded that:

• Hosted contact center services significantly reduce TCO over premise-based systems in both three- and five-year scenarios for all 12 of the configurations analyzed.
• The larger the contact center, the higher the savings with the hosted model. Over five years 100-seat centers averaged 23% savings, 250-seat centers averaged 34% savings and 500-seat centers averaged 43% savings.
• The more contact center applications hosted in the cloud, the more money saved. In a 100-seat contact center, for example, the five-year savings jumps from 9% for a hosted ACD to 23% for a full-function, nine-application hosted system.

All of the study’s TCO calculations take into account the costs of systems and applications, implementation, maintenance and upgrades, and hosted per-agent, per-month fees.

 

http://finance.yahoo.com/news/Hosted-Contact-Centers-Save-bw-161550...

Comment by Sean Driscoll on May 4, 2011 at 9:40am

Could not read the post.

Could you repost the link

Comment by Brett Menzie on May 4, 2011 at 9:49am

Sorry about that Sean, looks like the goo.gl link wasn't recognized as an html hyperlink. Here is the direct link to what Nate kindly posted above: http://finance.yahoo.com/news/Hosted-Contact-Centers-Save-bw-161550...

Comment by John McNamara on May 4, 2011 at 9:57am

Furthermore, if the product is a true cloud platform, not an ASP trying to look like cloud, other benefits blow out TCO.  Most are a non-capx propositions, and operating costs can be lower than premised dialers.  In addition to lower TCO, add scalability, flexibility, reliability to the mix, and cloud platform dialers are game changers.  Turning on a cloud platform dialer that has unlimited line provisioning, is like flipping a switch for increased RPC's.

Comment by John Lewis on May 4, 2011 at 10:06am

www.intellaegis.com

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