Virtual contact centers, also known as hosted contact centers, are being considered by more and more companies these days - either as replacement systems, seasonal/overflow solutions, or as a temporary solution while migrating to an on-premise platform.
Decision-makers are attracted to the hosted model for very good reasons, a few of which are described here.
First and foremost, Hosted solutions don't have the same up-front investment required by on-premise systems. Monthly payments ease the strain on cash flow, and you're only paying for what you need. The virtual option appeals to small businesses because of the ability to avoid protracted periods of time installing, testing and training.
A second key reason for considering a virtual solution is independence from IT. Because it is not uncommon for an adversarial relationship to exist between business and IT personnel, the idea of jobbing out IT's involvement could mean quicker turnaround and less operational headaches and contractual SLAs to hold over the head of the hosting service.
The virtual contact center is on the rise for these and many more reasons. And, in my opinion, the hosted model is a smart way to go - if it suits the business need. There are plenty of reasons why an on-premise solution works best.
I'll address each of these in my next post.
Until then, peace.
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