As input to enterprises' contact center acquisition and deployment decisions, Frost & Sullivan has created a total cost of ownership (TCO) model for comparing premise-based and hosted contact center solutions. Total cost of ownership is a valuable way to compare contact center acquisition/deployment alternatives. However, it should be viewed as one element in a comprehensive decision process.

This white paper presents the results of the TCO analysis for twelve (12) contact center configurations. The configurations varied by the size of the contact center organization in terms of the number of agents, and by the level of contact center application functionality supported.