Selecting a Hosted Contact Center Solution

The contact center on demand (CCOD or hosted contact center) market has emerged from relative obscurity to become front page news, as described in my article, Hosted Contact Center Offerings are Ready for Prime Time (ICCM Weekly, December 14, 2004). Demand for hosted contact center offerings is expected to double in 2005, according to DMG Consulting LLC, driven by viable offerings, increased market awareness, new entrants and the improving economy. CCOD represents a worthwhile, potentially cost-saving alternative to premise-based contact center solutions. The features and capabilities of hosted contact center solutions differ significantly from one another, so it?s strongly recommended that prospects undertake as thorough a selection process as if they were buying and installing a contact center on site.

Tags: Call Center, Virtual Call Center, Contact Center, Hosted Contact Center

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