SaaS - An advantage for OnDemand Contact Centers

Adoption of the software as a service (SaaS) model is rapidly increasing across the enterprise, but particularly in the contact center as companies are discovering the advantages today's hosted solutions, such as NetSuite, offer over premise-based systems.

Applications such as IVR, ACD, speech analytics, predictive dialing, workforce management, call recording and CRM can be hosted on a shared platform and delivered to agents via the IP networks, enabling companies to deploy a full-featured contact center system for a fraction of the cost of licensed software. NetSuite, which has much greater power and flexibility compared to the early hosted or ASP-provided solutions of a few years ago, is now opening a new frontier for customer care.

It is predicted that 20-30% of all contact center seats in 2007 will be hosted. Will yours?

Benefits of 100% Software as a Service (SaaS) Solution

• Lower up-front costs
• Reduce Ongoing costs
• Faster time to market
• Faster access to new technologies
• Enabling the "virtual call center"
• Route customers to the right resources
• Improved Agent Efficiency
• Salability
• Better Analytics and Reporting
• Better Control over Business Rules
• Improve Quality of Customer Service
• Improved Customer / Agent Satisfaction
• No Software To Download and Install
• No Specialized Hardware
• No Maintenance
• Pay As You Grow
• Start Immediately!

Contact ICON today to learn more about how an SaaS solution, such as NetSuite, can benefit your call center environment.