This paper examines current economic and business trends impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions.

Contact centers with outdated or non-upgradeable premises-based equipment toward a critical juncture: make significant new capital expenditures or risk customer-impacting declines in performance. For these contact centers, finding an affordable contact handling and workforce optimization solution is a top business priority.

SaaS solutions have the added benefit of integrating with existing on-premises equipment, providing enhanced features and functionality without requiring additional hardware expenditures.