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Hosting contact centre technology 'increasing'
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Hosting contact centre technology could be a growth area of the telecommunications market as firms turn away from updating legacy premise equipment, new research has suggested. Analysis from Frost & Sullivan claimed the technology has benefits for contact centres, such as flexibility, low entry costs and scalability. Strategic analyst with the firm Michael DeSalles said the contact centre industry is moving away from a "fixed brick and mortar environment" to a more virtualised approach. Mr DeSalles added: "The hosted model supports this movement and offers cost savings that can be significant in a multi-site environment." However, the research found that the hosted model approach could present some challenges to contact centres, including a perceived lack of control over the security of customer data, with providers called upon to provide more information over the services. Recent research from Frost & Sullivan claimed hosted web conferencing services could also be a growth area, due to their being able to provide services such as improved investor relations and web-seminars. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
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