Hosted Solutions: 'Shrink-wrap' Products vs. Customized Solutions

摘要

Hosted Solutions for contact centers have been well established in the market - they are here to stay. The reasons for this are compelling: changing the cost structure from a capital expense to an operation expense; having the hosted provider manage the hardware, software, licensing and maintenance; leveraging the experience and expertise of the hosted provider as opposed to hiring personnel - and more. When implementing hosted solutions, there typically appears to be two levels of hosted offerings: pre-prepared "shrink wrap" applications and completely customized "built from scratch" solutions. Each of these has their own distinct pros and cons that the contact center needs to evaluate before making a decision on a hosted solution service provider.