Hosted contact centers: an emerging solution
H.G. Bernett · IT Professional · 2005
As IP-based contact center technologies mature, hosted providers will be able to sell a full set of multimedia features to small, medium, and large contact centers. Users will be able to converge these IP-based services with other customer-facing functions to provide a unified service to their customers. The positive total cost of ownership for hosted services will make a compelling case for many call center users to employ this service as they expand or build new centers in the coming years.