Contact Centers - Brand Outsourcing & The Future
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This presentation talks about brand outsourcing in contact centers going through a better understanding of contact centers ecosystem and environment first. Brand outsourcing concept is explained here from the outsourcing process three sides, Outsourcer, CC and Outsourcer's Customer. Then, we explore the future of contact centers by adopting the hosted model and virtual center concept.
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Contact Centers - Brand Outsourcing & The Future
- 1. Contact Centers Brand Outsourcing & The Future V1.0 © 2011, AymanBasheer
- 7. The Hosted Contact Center: The Game Changer What’s hosted (virtual) contact center? Hosted Contact Center is a network-based service in which a service provider owns and operates a contact center technology platform and leases its services and features to end-users for a monthly or usage-based fee.
- 8. Why hosted (virtual) contact center? What’s hosted contact center? Pay-by-the-drink financial model (transfer CapEx to OpEx). Lower Total Cost of Ownership (TCO). Dynamic scaling (up/down) based on business growth to meet business requirements efficiently with no CapEx expenditures. Flexible & decentralized work environment where physical boundaries are eliminated, but with the same level of control & visibility. Keeping with the pace of new technologies at a relatively low costs level. Risk mitigation offered by off-site operations infrastructure.