BOSTON, MA--(Marketwire - March 9, 2011) - New research by Aberdeen Group, a Harte-Hanks Company (
As global commoditization drives down margins, organizations are looking to distinguish themselves through contact center excellence and improved business performance. Data collected in September 2009 and September 2010 shows that 28% of organizations choose an on-demand solution because they don't have or can't attract people with the skills they need. Hosted call center software gives them access to a much greater pool of resources.
Aberdeen Group research has demonstrated that the ability to control technological advancements painlessly is a critical component of successful on-demand (SaaS-based) contact center solutions. On-demand solution providers enjoy many of the same advantages as on-premise providers when it comes to implementing new ideas and technologies.
"Contact center systems outsourcing can lower infrastructure costs, reduce the size of dedicated internal support teams, and keep pace with technology," said Gaurav Patil, Research Associate and author of the study. "There are some risks associated with migration of the contact center to the cloud, mostly in the realm of data management. However, these risks can be mitigated through careful solution selection and strong service level agreements."
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