Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
The majority of North American contact centers today are supported by premise-based contact center and telephony systems. Key benefits of the premise model include: a mature and proven deployment model; complete control over the systems and applications (functionality, data integrity/privacy, security, reliability); connection with other business systems and applications; as well as the financial advantages ownership affords. Typically, these systems and applications are acquired through the outright purchase of the hardware and licenses for the software and applications. While many financial arrangements can be made for these purchases, including leasing, most enterprises account for these transactions as capital equipment expenses.
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