Call centers: drop your VoIP equipment
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Externalizing its corporate phone service to a distant call center has been the cost-saving alternative of big companies so far. Now, it seems that call center ought to outsourcing their VoIP infrastructures to cut on phone bills.
From 25 to 85% if they do, against 6-15% if they own their VoIP equipment, said Sheryl Kingstone, managing group director of international consulting firm Yankee Group.
Such a system, called SaaS or Software as a service, would enable companies to deploy a possibly large system at a reasonable cost. At least lower than those which don’t rent their infrastructure.
Ms. Kingstone cited Five9 Inc., a San Fransisco small company that provides hosted services for call centers. We add to this: Contactual, and the forthcoming Sky-Click, which proposes a web-based interface for call center administration.
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Mar 31, 2006 | By Nuno
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