The software as a service (SaaS) trend is revolutionizing the call center industry, as companies of all sizes are now discovering the advantages of going with hosted versus on-premise solutions. With SaaS for the call center, applications such as IVR, ACD, predictive dialing, workforce management and CRM are hosted on a shared platform in a data center and delivered to the agents via the Internet or dedicated network. Many small companies are already having great success with these hosted solutions and are realizing ROI in a very short time frame. The biggest factor driving adoption of SaaS is lower upfront cost. Another major advantage of the SaaS model is the ability to get new software releases as soon as they become available. SaaS solutions also enable VoIP call centers to more readily handle sudden spikes in call volume. All of the advantages combine to create a radically improved customer experience.
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"The Power Of SaaS: VoIP Call Centers For A Fraction Of The Cost"Please download to view full document