CaaS, Saas, and Hosted Contact Centers…Oh My!

It goes by several names. CaaS (communications as a service), SaaS (software as a service) hosted, on-demand. There are some differences between the names, but for the purpose of this post what we’re talking about is rather than a contact center purchasing hardware and software that all resides on their premise, instead they contract with a provider who hosts the solution in a secure data center and provides the technology to the customer as a service-based offering.

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:

Shorter implementation time
•Minimize capital expenditures
•Minimize operating expenses
•Less technical IT expertise required
•Easier to deal with seasonal demands
•Shared infrastructure for small call centers

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:

Contact Center CaaS Total Cost of Ownership

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