May 12, 2008 
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My Top 3 |
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Here’s a quick hit from the CRM Buyer website… Patrick Barnard of Customer Inter@ction Solutions wrote a piece titled “SaaS: Bringing the Call Center Within a Small Company’s Reach“. Great piece that really spells out the key benefits of going hosted for you call center. Here’s an excerpt:
If you’re running a growing small business and you’re thinking about setting up your own in-house VoIP (Voice over Internet Protocol) call center to better serve your customers, gain new efficiencies and improve the bottom line, you should definitely consider the SaaS model to meet your call center software needs. The first and most important step is to determine whether the SaaS model is the right fit — for example, some SaaS solutions are better suited to out-bound call or contact centers, where as others are geared for inbound or blended service.
Patrick covers the upfront and ongoing costs comparisons, speed to market, ongoing upgrades/updates, remote access and remote agents, efficiency, scalability, control, and improved customer satisfaction (which is what all of the other benefits culminate in.
Great read, great summarization of all the key benefits of the SaaS call center model… and it saves me the time of typing them all out! It’s nice to see someone else preaching what we at Angel.com preach every day!
ACD, call center, hosted, IVR, SAAS
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