Now that we’ve got the definition context down, is it an option you should consider? Analyst firm Gartner predicts that CaaS agent positions will grow at an annual growth rate of 25% between now and 2013. So what is driving this higher-than-market growth rate? Start by considering the benefits:
Additionally, in some cases…you’re also looking at a lower total cost of ownership (TCO). Take a look at the way Yankee Group sees the contrast in TCO:
It might make sense for you depending on your business. Certainly something to consider.
Have you implemented a CaaS-based contact center? How has it gone? Are you satisfied? Dissatisfied? Chime in.
Joe Staples — Bloggin’ Man