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Three out of four call center owners and managers indicated that when they are ready to upgrade or replace their current call center software platform, they would prefer a cloud or hosted offering. The new study completed in June 2013 of 150 call center operators that currently have premise based call center software. The study, conducted by call center software provider and reseller, Promero found that there is a strong inclination to move away from premise based solutions. When asked why would they choose the cloud offering, most often they believe cloud call center software is more cost effective, more efficient or more user friendly. Let’s consider the software deployment types. Cloud call center software is software owned by, managed and installed at the host provider’s facility who then rents the use of the software to end users. Premise is software owned by the end user, managed and installed at the end user’s facility. Hybrid is software owned by the end user but managed and installed either at the end user’s facility or 3rd party provider‘s facility. The Promero study revealed that call center operators indicated that premise software is increasingly costly to manage and operate internally. However with the alternative option of cloud and hybrid deployments with a qualified management services group, call center operators believe that by moving to ‘off premise’ solutions will ultimately give them the ability to rapidly adapt to new technology with moderate implementation costs. They felt that the TCO (total cost of ownership) would quickly outweigh other concerns and tilt the decision in favor of cloud or hybrid solutions. Additional questions related to stability, scalability, user adoption, and security were addressed. When asked about their concerns for data security, one out of four call center operators expressed concerns of data security as a primary factor in determining the type of call center configuration they mostly like would use. Of this group, nearly all call center operators indicated that they would prefer a premise based call center solution. Other concerns included maintenance windows, software updates, integration to 3rd party software and service level commitments from third party cloud vendors as other most mentioned items when selecting a premise solution. This group believes that TCO is not the primary factor when selected software and its deployment types. About The Author: Gregg Troyanowski is president of Promero, Inc. Founded in 2001, Promero is a leading customer care -call center software expert. If your business is considering an application enhancement, replacement or in need of technical support, please contact Promero for a free, no obligation consultation. www.promero.com
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