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The Evolution of Contact Center Outsourcing

February 09, 2012
By Susan J. Campbell, TMCnet Contributing Editor

Recent legislation surrounding the contact center outsourcing industry has a number of companies examining their current strategy. And, while this particular legislation, the U.S. Call Center Worker and Consumer Protection Act, addresses offshore outsourcing, it can impact the industry as a whole.


For those providers offering contact center outsourcing with U.S. based services, a number of benefits can accompany deployment. In fact, according to this UC Strategies blog, the Total Cost of Ownership (TCO) for hosted solutions is considerably lower as compared with premise-based contact center solutions.

This assumption was taken from a Frost & Sullivan (News - Alert) study, sponsored by inContact, a hosted contact center outsourcing solutions provider. Besides offering the TCO comparison, the Frost & Sullivan analysis also suggested that the cost savings from the hosted model would increase with both the size of the contact center organization, as well as with the number of contact center applications delivered through the hosted model.

For the telephone answering service industry, however, there seems to be a focus on dedicated business operations and ownership. One individual within this industry attended a conference to examine the Frost & Sullivan study as he was interested in moving his services to hosted contact center technology. As vendors tend to favor the on-premise approach, it can be a challenge to find the right fit in contact center outsourcing that is also offered through managed services deployment.

The good news is there is still significant potential in the industry for UCaaS to merge with contact center outsourcing in the cloud, allowing companies to maximize operational benefits, while also minimizing costs. Companies operating in this space can consider offerings from inContact, Interactive Intelligence (News - Alert) and other leading providers.

Business technology continues to move into the cloud, shifting IT responsibilities and costs to on-demand service providers. Leading carriers continue to announce support for Mobile UC and access to mobile apps. It could easily be suggested that the next step for UCaaS based in the cloud would be to interoperate with contact center outsourcing to enable call answering assistance on demand.

Such a combination will offer an opportunity to exploit interactions with other enterprise resources, while also providing real-time management visibility and control over activities associated with business processes. As a result, we should start to see cloud services increasingly enabling UC Contact Centers for both small and large organizations.

As the U.S. Call Center Worker and Consumer Protection Act works its way through the House, companies in a variety of industries may take a closer look at contact center outsourcing and the benefits associated with brining jobs back home.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco



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