MOUNTAIN VIEW, Calif., June 4 /PRNewswire/ --
Wednesday, June 9, 2010 at 1:00 p.m. ET
Online, with free registration
Keith Dawson, Principal Analyst, Frost & Sullivan
The decades-old paradigm for how contact centers purchase and deploy their core infrastructure is changing quickly. As the economy recovers, and more companies consider replacing or upgrading their expensive call handling systems, the question of whether to offload the expense and complexity to third-party service providers is becoming acute.
At the same time, increased competition to offer those services is creating a race among providers to expand the offerings to include more sophisticated value-added applications that go far beyond basic call handling. Hosted offerings are becoming more reliable and more attractive to larger-scale enterprise customers, which is changing the purchasing dynamic across the contact center buying landscape.
Highlights of the briefing will include analysis of the changes in the composition of the service provider market, and trends related to the kinds of applications that centers are now willing to consider handing off to a hosted service provider.
This briefing will benefit contact center executives who are considering their options when purchasing new or upgrading existing call handling technology, and vendors of hosted (and non-hosted) software applications aimed at the contact center space.
"The feature sets available from hosted vendors, along with the ease of deployment and administration, are clearly encouraging many end users to consider on-demand applications as an alternative to replacing or upgrading their legacy premises infrastructures. Because of this, some of the key market entrants are the premises call routing vendors themselves, seeking a hedge against losing their customers to service providers," observes Dawson.
For more information about Frost & Sullivan's Contact Center practice, please visit http://www.frost.com/prod/servlet/svcg.pag/ITCR.
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