SaaS Benefits
Faster time to market
Hosted service providers have already invested the time integrating best-of-breed systems and
technology. Typically only a small integration effort is required to connect the client data and
telephony termination points with the contact center outsourcing provider. What was previously
months of integration is usually reduced to weeks of implementation time. Small, simple customer
contact centers can be up and running in a matter of days.
Lower up-front costs
After determining capacity and functionality needs, a
typical customer contact center implementation includes
specifications, purchasing, implementation, and
maintenance. The purchase of hardware and software
is accompanied by costs for systems integration
services—a large capital expense followed by annual
maintenance expenses. Building out redundant
locations can also dramatically increase your costs.
SaaS allows you to turn your capital expenses into
operating expenses.
Leveraging constant innovation
Software upgrades typically require system integration projects, which are time-consuming and
expensive, yet crucial to making sure the contact center remains leading-edge. Sometimes
integration projects for newer versions of software are so complex that companies chose not to do
the needed upgrades. Outsourcing providers upgrade for you on an ongoing basis. They pay
attention to security issues and implement required security upgrades to keep the systems and data
safe. By using SaaS, you leverage the latest technology at the same cost, even as you grow.
Lower maintenance costs
Software and hardware providers require companies to keep expensive maintenance contracts up-to-date
in order to receive much-needed application support. Payments for the maintenance of
software and hardware can be as high as 25% of the initial purchase price. Standard system
maintenance is included in the SaaS pricing model. In addition, the SaaS model can help contain
exploding IT costs by allowing your IT staff to focus on your core initiatives—not new call center
technology.
Equipment location flexibility
With facility-based systems the customer must dedicate large amounts of space to house the
required hardware. This space must be properly secured and maintained to ensure up-time
availability. By contrast, a SaaS provider houses and maintains the equipment and the network,
freeing up your space, resources, and money.
Flexible payment and capacity models
SaaS allows you to consume just the services you need at the price you want. Pricing can be
done via a subscription or pay-by-the-minute. As business needs change, the SaaS model provides
the most flexibility to support those sometimes unanticipated changes.