We use cookies and other similar technologies (Cookies) to enhance your experience and to provide you with relevant content and ads. By using our website, you are agreeing to the use of Cookies. You can change your settings at any time. Cookie Policy.

Untitled Document

Let's say you are among the growing number of enterprise executives who want to outsource your contact center infrastructure and get out of the hardware management business. With a third party managing and maintaining your contact center infrastructure, you're free to focus on your core business.



Before you can enjoy this new freedom, however, you must select that third party. Here's where things can get confusing as not one, but three different types of solutions provider definitions -- hosted, managed and Software as a Service (SaaS)-based -- vie for your business.

Are there clear differences and similarities? Is there a consistent set of definitions to these terms? The answers are yes and no. To make things murkier still, everybody has a slightly different understanding of these three types.

To some, a managed service is a solution that runs on premise at the customer site but is managed by a third party. To others, a managed service is a solution that runs off premise, managed by a third party. Still others consider that last scenario a hosted or SaaS solution. And some but not all definitions require multi-tenancy to be part of the solution.

Your decision shouldn't have to be that confusing. You just want somebody else to provide the contact center service for you, whether it's called "outsourced contact center infrastructure," "hosted," "managed services," "SaaS," or the latest industry acronym.

The point is, someone else provides the solution, and you get the business benefits at a lower cost. You don't have to create it. You don't have to spend CapEx to buy it. You don't have to manage it or pay annual maintenance on it.

In the market, different types of contact center services are available to accommodate different types of customers. Enterprise customers are typically looking for large, complex contact center deployments across multiple locations, hosted offsite. They don't want to spend their time and money managing contact center infrastructure. They prefer devoting their resources doing what they do best, delivering products and services and interacting with their customers.

Enterprise customers want a contact center vendor to provide cradle-to-grave service -- including all the necessary integrations and professional services. They want the contact center service to go live fast and provide high reliability, and to be cost-effective.

-1-

1  2  

   Next Page

Explore Our Topics

  • EDITOR'S BRIEFING
  • Virtual Conferences
  • Webinars
  • Roundtables

BPM in Action

March 10, 2011

The sixth annual BPM in Action 2011 Virtual Conference will explore cutting-edge market developments in BPM and describe how to leverage them for improved business operation and performance. More

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)

REGISTER TODAY!

Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

REGISTER TODAY!
View All Roundtables
  • Research Library
  • Podcasts
  • News

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.

Listen Now

Phil Wainewright: Helping Brands Engage with Social Media

Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.

Listen Now

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.

Listen Now

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.

Listen Now

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.

Listen Now
More Podcasts
  • Most Popular
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More

Quick Guide: What is Enterprise 2.0?

A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More