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May 6, 2011
May 6, 2011
White Paper

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  • Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis

    Sponsored by: inContact

    Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems, a model which has several key benefits:

    • A mature and proven deployment model
    • Complete control over the systems and applications
    • Connection with other business systems and applications
    • The financial advantages ownership affords

    But there's another money-saving option for contact centers: third-party owned and operated hosted services. The advantages of this model include:

    • Rapid start up
    • Little or no capital expenses
    • Access to the latest technologies,
    • Fewer staff required to support the systems
    • And more

    Which model should you choose for your contact center? Before you decide, there's another factor you should consider: Total cost of ownership (TCO). TCO is a valuable way to compare contact center acquisition and deployment alternatives, but should be viewed as only one element in a comprehensive decision process.

    This white paper presents the result of the TCO analysis for 12 contact center configurations.

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