Research Library > Genesys > Ovum Report: The Total Cost of Ownership of Cloud and Premise-Based Contact Center Platforms

Ovum Report: The Total Cost of Ownership of Cloud and Premise-Based Contact Center Platforms

White Paper Published By: Genesys
Genesys
Published:  Jun 07, 2017
Type:  White Paper
Length:  20 pages

A Look at the Five-Year Cost Comparisons for Technology Infrastructure Deployment 

In 2016, it is fair to say that the buying community has expressed a willingness to put their critical contact center infrastructure (often along with their customer data) in someone elses hands.

Ovum estimates that 17% of all North American contact center seats are currently run on cloud-based platforms. That number will rise to more than 25% by 2019, representing one of the fastest adoption rates of a new technology in the history of contact centers.

This Ovum TCO report highlights recommendations for enterprises looking to refresh their contact centers:

  • Create clear road maps of their internal technological expectations over the next three to five years
  • Know your customers' expected interaction channel landscape and the size and complexity of your existing infrastructure
  • Establish guidelines for your vendor offering explorationwhat size and configuration will satisfy your needs and at what cost 




Tagsgenesys, ovum report, technology infrastructure, technology infrastructure deployment, contact centers, contact center platforms, cloud