New analysis from Frost & Sullivan, North American Hosted Contact Center Markets, finds that the market earned revenues of $28 million in 2007 and estimates this to reach $1.1 billion in 2014.
Inherent advantages such as flexibility, low cost of entry, and scalability drive the deployment of hosted contact center solutions across North America. Leasing contact center technology allows organizations to deflect the high upfront capital expenditure normally associated with premise deployments. This is a particularly attractive business proposition for mid and small-sized companies seeking access to the same advanced technology as large enterprises, but at an affordable price.
However, the hosted model is not without its share of challenges, which include the perceived lack of control over operations and the security of critical customer data. Clearly, older legacy deployments in premise-based technology present growth challenges for the hosted deployment model.
Hosted providers have wisely included tenant self-administration capabilities in newer releases of the technology along with process/methodologies with enhanced security options. These measures have played a critical role in overcoming reservations around security and ease-of use after initial deployment.
More information on contact centers can be found at www.supportindustry.com
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