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Aberdeen Research shows the value of on-demand contact centre solutions

Posted on Mar 10 2011
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10th March 2011 - New research by Aberdeen Group, a Harte-Hanks Company shows that customers want to interact with contact centers at the time and in the manner of their choosing. The modern contact center needs to be available 24 x 7.
The report, Deriving Business Value from On-Demand Contact Center Solutions, shows that the benefits of switching contact center services to an on-demand provider extend well beyond cost savings.
As global commoditization drives down margins, organizations are looking to distinguish themselves through contact center excellence and improved business performance. Data collected in September 2009 and September 2010 shows that 28% of organizations choose an on-demand solution because they don't have or can't attract people with the skills they need. Hosted call center software gives them access to a much greater pool of resources.
Aberdeen Group research has demonstrated that the ability to control technological advancements painlessly is a critical component of successful on-demand (SaaS-based) contact center solutions. On-demand solution providers enjoy many of the same advantages as on-premise providers when it comes to implementing new ideas and technologies.
"Contact center systems outsourcing can lower infrastructure costs, reduce the size of dedicated internal support teams, and keep pace with technology," said Gaurav Patil, Research Associate and author of the study. "There are some risks associated with migration of the contact center to the cloud, mostly in the realm of data management. However, these risks can be mitigated through careful solution selection and strong service level agreements."
To obtain a complimentary copy of this report visit:
Visit for additional access to complimentary IT Infrastructure Research.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers demonstrable results. Having queried more than 30,000 companies in the past two years, Aberdeen is positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen or call (617) 854-5200, or to learn more about Harte-Hanks, call (800) 456-9748. 
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