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SUMMARY
On the cusp of a new era of market acceptance, carrier-class contact centers
are poised to come into their own. Since its last report on hosted contact
centers in 2000, The PELORUS Group has relentlessly tracked the market. It
watched as R&D budgets waned, as initiative struggled to gain traction. Now
as the economy gathers steam and companies search for the lowest cost approach
to multi-media contact centers, The PELORUS Group revisits the still nascent
market to explore why hosted solutions may be ready to surge forward, which
carrier-class contact center solutions are helping carriers satisfy a pent-up
demand, and how quickly over each of the next five years businesses will
embrace these services.
This exclusive study is structured with carriers and ASPs in mind.
Accordingly, although it is packed with market and competitive data, and
provides detailed opportunity assessment, it goes one large step further. It
creates a must-have list of capabilities and features of carrier-class
solutions, and matches that with current offerings. Since architectural
considerations that enable carrier-class reliability will become key
determinants of who will win and who will lose in the race to obtain and keep
customers, these factors are addressed in detail. Companies planning to offer
hosted contact center services must do their research before purchasing and
implementing their application platforms. This landmark study identifies the
applications' architectural issues service providers and ASPs should consider
before offering contact center capabilities to their subscribers.
"The Rise Of Hosted Contact Centers" is the only study of its kind to identify
the criteria, issues, and questions that service providers must ask of
solutions' providers, as well as identifying those vendors with the best
offerings to meet carrier needs. Only in this unique study will you find
detailed assessments of the top application vendors and their carrier-class
contact center offerings. By looking under the hood at the underlying
architecture, rather than just features, this study evaluates and analyzes the
competing offerings. What are the attributes of a carrier class solution, and
which vendors' offerings are the most viable? Just how large and at what rates
will the market expand??? This is a "must read" for anyone involved with the
hosted contact center market!
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