The Hosted Contact Center – An Attractive Choice for ‘Customer Engagement Continuity’

Ken Landoline
Ken Landoline

Summary Bullets:

  • Hosted contact center solutions are gaining popularity as the level of functionality, reliability and security they provide catches up to that of premises-based systems.  Hosted contact centers’ ability to expand and contract as business needs change makes them an economically attractive choice for many enterprises.
  • Although hosted contact center solutions can be an ideal method of providing backup for premises-based systems, the market has been slow to implement hosted solutions as ‘insurance’ during severe weather conditions, terrorists attacks, flu epidemics and other call center emergencies.  The major cause of this phenomenon has more to do with vendors than reluctance from enterprises.

Approximately 15 months ago, I wrote a blog expressing my surprise that the issue of disaster recovery seldom came up as a driver of cloud-based services, and more specifically as a driver of hosted contact center sales (please see “Cloud-based Contact Centers – The Appeal Beyond OpEx vs. CapEx,” April 24, 2012).  This was despite the fact that prospects for cloud-based contact center services with whom I spoke seemed to agree that the disaster recovery sales pitch was worthy of consideration.  The logic behind their opinion was often based on the fact that recent world events such as severe weather conditions across the U.S., forest fires in the west and terrorist threats around the world made backup services a ‘top-of-mind’ issue for them.  So, why weren’t providers of hosted solutions incorporating disaster recovery into their sales and marketing portfolio pitches? Continue reading “The Hosted Contact Center – An Attractive Choice for ‘Customer Engagement Continuity’”