Adoption of the software as a service (SaaS) model is rapidly increasing across the enterprise, but particularly in the call center as companies are discovering the advantages today’s hosted solutions 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 in a data center 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. These new solutions, which have much greater power and flexibility compared to the early hosted or ASP-provided solutions of a few years ago, are now opening a new frontier for customer care.

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This article brought to you by ICON Technology Solutions. Find us at www.icontsi.com. Oklahoma, Arkansas, and Kansas’ 1# Netsuite integrators of on-demand web-based CRM, ERP, and Accounting SaaS solutions.

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