Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis

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Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems, a model which has several key benefits:

  • A mature and proven deployment model
  • Complete control over the systems and applications
  • Connection with other business systems and applications
  • The financial advantages ownership affords

But there's another money-saving option for contact centers: third-party owned and operated hosted services. The advantages of this model include:

  • Rapid start up
  • Little or no capital expenses
  • Access to the latest technologies,
  • Fewer staff required to support the systems
  • And more

Which model should you choose for your contact center? Before you decide, there's another factor you should consider: Total cost of ownership (TCO). TCO is a valuable way to compare contact center acquisition and deployment alternatives, but should be viewed as only one element in a comprehensive decision process.

This white paper presents the result of the TCO analysis for 12 contact center configurations.

Feb 8, 2021
May 6, 2011
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