The Total Cost of Ownership of Cloud and Premise-Based Contact Center Platforms

Provided by: Genesys
Topic: Cloud
Format: PDF





In 2016, it is fair to say that the buying community has expressed a willingness to put their critical contact center infrastructure (often along with their customer data) in someone else’s hands.

Ovum estimates that 17% of all North American contact center seats are currently run on cloud-based platforms. That number will rise to more than 25% by 2019, representing one of the fastest adoption rates of a new technology in the history of contact centers. Learn how to:

This Ovum TCO report highlights recommendations for enterprises looking to refresh their contact centers:
  • Create clear road maps of their internal technological expectations over the next three to five years
  • Know your customers' expected interaction channel landscape and the size and complexity of your existing infrastructure
  • Establish guidelines for your vendor offering exploration—what size and configuration will satisfy your needs and at what cost

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