New Opportunities and
Expanded Offerings:
The SaaS Advantage for
VARs and System Integrators

TABLE OF CONTENTS

Introduct...
T
                                 his paper examines current economic and
                                 business trend...
MARKET DRIVERS IMPACTING                            CHALLENGES VARS FACE WITH PREMISES-
CONTACT CENTERS                   ...
many scenarios where SaaS is a complement to existing on-premises
                             equipment, especially for c...
As VARs struggle to maintain revenues and            • Intrusion detection and prevention
provide solutions that deliver o...
ADDING SAAS SOLUTIONS TO THE VAR PORTFOLIO
                                         Adopting a business strategy that incl...
Adapting the VAR Business Model to                 service provider, SaaS also removes the need
Include SaaS              ...
reduce attrition, gather near real-time customer                         business success, but will be able to provide the...
WHAT TO LOOK FOR IN A SAAS TECHNOLOGY PARTNER
VARs who want to keep up with the demand for SaaS solutions should
find a go...
security levels are monitored in their data       something no other on-demand provider
   and operations centers.        ...
NETWORK CONNECTIVITY
• Multiple carrier options
• Multi-protocol connections
• Fast and simple to scale
• Unifies multi-ce...
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New Opportunities and Expanded Offerings:

  1. 1. New Opportunities and Expanded Offerings: The SaaS Advantage for VARs and System Integrators TABLE OF CONTENTS Introduction Market Drivers Impacting Contact Centers Challenges VARs Face With Premises-Based Solutions The SaaS Revolution Adding SaaS Solutions to the VAR Portfolio How SaaS Stacks up to Premises-Based What to Look for in a SaaS Technology Partner Conclusion The inContact Answer References
  2. 2. T his paper examines current economic and business trends impacting Value-Added Resellers (VAR) and System Integrators in the contact center market. It provides guidance and recommendations for those looking to expand their contact handling and workforce optimization offerings beyond just premises- based systems to include Software-as-a-Service (SaaS). For the purpose of this paper, we will refer to them as VARs. INTRODUCTION The traditional VAR provides services centered on premises-based equipment in the contact center space, including system design, VARs have the implementation, maintenance and support. However, recent opportunity to meet this economic events and the overall volatility of the telecommunications manufacturing sector are forcing contact centers to be extremely cost demand by exploring conscious as they look for new options. For these contact centers, alternative solutions that finding an affordable contact handling and workforce optimization can offer better options solution is a top business priority. VARs have the opportunity to meet for their customers as this demand by exploring alternative solutions that can offer better options for their customers as well as develop new revenue streams well as develop new for their business. revenue streams for Although premises-based equipment has been the de facto their business. contact handling solution, it carries a high total cost of ownership (TCO). High cost is created by up-front capital expenses, internal IT maintenance/support staff and frequent upgrades to support critical technology advances. Until recently, there has not been a viable alternative. However, cost concerns, the interest in deploying at-home workers, and vendor instability have all given rise to an alternative solution that is rapidly gaining widespread acceptance. This solution is Software-as-a-Service (SaaS), also known as on- demand services. A recent Gartner study revealed that nearly 90% of organizations expect to maintain or grow their usage of SaaS, with more than one-third transitioning from on-premises to SaaS.1 For contact centers, SaaS solutions have the added benefit of integrating with existing on-premises equipment, as well as providing enhanced features and functionality without requiring additional hardware expenditures. 2
  3. 3. MARKET DRIVERS IMPACTING CHALLENGES VARS FACE WITH PREMISES- CONTACT CENTERS BASED SOLUTIONS The current state of the economy is taking a toll There are three primary challenges for VARs on telecom/network equipment manufacturers. who exclusively sell premises-based solutions: For example, Nortel Networks’ filing for replacing lost revenue, adapting their business bankruptcy protection has raised growing model to include SaaS, and helping their concerns about general instability in the customers achieve their business goals. Those marketplace. Nortel customers, particularly in watching the emergence of SaaS and the small- and mid-market companies, wonder if growing number of obsolete systems among they will be abandoned without clear options their customers could create a competitive for future upgrades or support. According to advantage by paying attention to these three Zeus Kerravala, an analyst with the Yankee challenges and the potential impact on group, “What you are seeing is a transformation their business. akin to the transformation from the mainframe to Windows. Back then you had huge Replacing Lost Revenue hardware giants like Honeywell, Burroughs, Traditional VARs make their money from Univac, and they all kind of went away. Nortel, providing large implementations and ongoing Avaya, Alcatel, Siemens— these guys are the support. Customer skepticism about premises- mainframe giants of this generation. One or based solutions due to market volatility two of them may survive but certainly not all and the rise of on-demand services has the of them.”2 potential to drastically impact these groups— particularly those serving small-to-medium- While the eventual impact of this shakeup is sized businesses. When customers select a uncertain, one effect is clear: contact centers SaaS solution, the VAR’s overall project deal faced with maintaining and supporting an size shrinks by up to 75%.4 As SaaS continues obsolete solution will rapidly reach a point of to grow in acceptance and offerings, VARs diminishing returns. To remain competitive, will be significantly impacted because SaaS they must invest in a new solution. VARs who largely eliminates hardware and technical proactively approach their customers with integration. According to research group IDC, new ideas and expanded service offerings will “Two big wrinkles for partners are obviously be better positioned to weather this ongoing the subscription revenue stream associated software revolution. with SaaS solutions as well as selling ‘virtual’ products where there is nothing to physically Deployment methods are also driving changes ship, implement, or keep on the shelf.”5 in the contact center business model. The However, with the right technology partner, prevalence of multi-site centers that rely on a a VAR agreement can be highly lucrative dispersed workforce with outsourced, offshore with very little overhead. The right partner and at-home agents has increased. Using a will help facilitate the sales process, oversee dispersed workforce, particularly at-home implementation and pay residuals for as agents, provides many benefits to contact long as the first year. While it will likely take centers, including reduced costs and improved years for the full impact of SaaS to be made performance. Frost & Sullivan believes that the manifest, VARs should begin to transition work-at-home agent model could become the their sales models and form more lucrative industry norm in the coming years.3 However, partnerships now. effectively adding and supporting geographically dispersed agents using an on-premises Adapting Business Models to Include SaaS solution is expensive and time-consuming. It Changing a VARs business to include SaaS is requires additional hardware and telecom not simply a matter of adding SaaS products costs and takes longer to fully implement than under the umbrella of service offerings. a SaaS solution. In this changing software Effectively selling SaaS solutions requires environment, the ability to quickly take a great deal of education and the ability to advantage of new cost-saving trends can be a consult with customers who have varied interest real competitive advantage. and confidence in SaaS. In addition, there are 3
  4. 4. many scenarios where SaaS is a complement to existing on-premises equipment, especially for contact handling solutions. This requires VARs to maintain traditional hardware expertise while simultaneously developing specialized skills for SaaS delivery – essentially keeping one foot in the traditional business model and one in the emerging SaaS business. “Those that are unable to pull off this balancing act risk seeing their overall revenues shrink, threatening the overall health of their business,” said Michael Speyer of Forrester Research.6 SaaS implementations require expertise in business processes rather than technical implementations and will require additional skill sets for many VARs. Darren Bibby, IDC senior analyst suggests, “For traditional partners who have made their money finding IT complexity and solving it, a lot of that goes away with Software- as-a-Service. So, in its place, the smart partners are going to make money helping companies use the Software-as-a-Service application better. And that’s going to come with some business process expertise.”7 Adapting to changing market trends is necessary to maintain profitability, but the heart of all VAR business is the ability to recognize customer concerns and provide a better path forward. Providing Better Customer Solutions Without a clear upgrade path, the likelihood of an obsolete system having a devastating impact on contact center customers increases exponentially over time, creating dissatisfied customers, affecting agent morale and generating skyrocketing maintenance costs. Obsolete premises-based equipment becomes a barrier to achieving critical business goals: reducing costs, improving performance and increasing productivity. These are the challenges VARs must help their customers overcome because of premises-based equipment. This requires VARs to maintain traditional 1. Cost concerns: hardware expertise • Significant upfront capital investment while simultaneously • On-site IT staff to provide around-the-clock supervision of the system developing specialized • Stable vendor who can provide a roadmap for future upgrades skills for SaaS delivery – 2. Performance concerns: essentially keeping one • Outdated technology that does not provide the latest advances in foot in the traditional contact handling business model and • Lack of enhanced workforce optimization tools to improve one in the emerging customer loyalty, attrition rates, agent-to-customer communications and business efficiency SaaS business. • Inability to add new features and quickly upgrade capabilities decreases competitive advantage 3. Productivity concerns: • Downtime created by system malfunctions • Customer dissatisfaction as calls wait too long in queue or are otherwise mishandled • Time invested by IT staff that could be spent on more strategic projects 4
  5. 5. As VARs struggle to maintain revenues and • Intrusion detection and prevention provide solutions that deliver on their customers’ systems monitoring objectives, relying exclusively on premises- based offerings can create a significant, if not • Secure SSL and direct VPN insurmountable, challenge. Understanding how connectivity options SaaS offerings have emerged to meet these Stability and Reliability concerns is an important first step. Critics of SaaS claim that it is not as stable as a premises-based hardware solution. This is THE SAAS REVOLUTION simply not true. SaaS is a hardware solution; While SaaS has been in use since 2000, it has it is just hardware that customers do not have only recently achieved widespread adoption. to buy, configure, maintain, or upgrade. And, Reluctance of contact centers to implement it is typically hardware that is much more an on-demand solution can be attributed to a robust than the type of hardware customers number of factors: might affordably purchase on their own. Good • Concerns over security and SaaS vendors will demonstrate their uptime regulatory compliance commitment with a guaranteed service level agreement (SLA) of 99.99%. • Skepticism about stability and reliability • Perceived lack of industry-specific Industry-Specific Customization customization A common concern for customers evaluating • Resistance from internal IT staff SaaS is that it is a one-size-fits-all solution that cannot accommodate industry-specific needs. Compliance & Security However, service providers understand that There is no higher priority for companies than each contact center is unique. Leading contact keeping their customer data secure, especially center solutions are multi-tenant, enabling for companies in highly regulated industries, customized implementations without impacting such as financial services and healthcare. That another customer’s system. Multi-tenancy is why the best SaaS-based providers have ensures a customer’s data is stored and secured compliance standards and internal process separately using the same SaaS platform. reviews in place for PCI, SOX, FCC, Safe Harbor and HIPAA. When contact centers IT Resistance implement premises-based solutions, data Transitioning to SaaS has a positive impact security and industry/regulatory compliance on the IT staff responsible for maintaining a are their responsibility. However, with a SaaS- premises-based system. Eliminating the need based solution, contact centers have access for 24/7 support creates opportunity for the IT to greater security measures to protect their staff to take a more strategic role in IT planning customer information than with traditional and work on more important business needs. premises-based systems. Few customer service organizations can afford carrier-grade These are all important concerns that have facilities for: been addressed by SaaS service providers. As a result, recent studies show that SaaS is • Physical and information security emerging from its infancy and gaining market • Fire control share as a viable solution in many business • Backup power applications. According to the IDC research • Systems and network redundancy analyst group, companies of all sizes will increase their use of SaaS by at least 27 • 24/7 network monitoring percent by 2011.8 The contact center market • Network operating security and is among the fastest growing segments for database security SaaS. In fact, the industry research firm DMG • Redundant firewall protection Consulting projects that by the end of 2011, • External IP network monitoring 30-35% of new contact center seats will be hosted.9 5
  6. 6. ADDING SAAS SOLUTIONS TO THE VAR PORTFOLIO Adopting a business strategy that includes SaaS specialization can help VARs replace lost revenue, take advantage of new opportunities and provide solutions that address their customers’ challenges with cost, performance and productivity. Replacing Lost Revenue As the number of large-scale hardware implementations decrease, VARs in the contact center space must change the way they do business. According to Forrester Research, resellers will need to make up revenue in project volume rather than project size. “The number of projects that [resellers] will need to deliver to maintain overall revenue parity must increase from an average of two to four per year to eight to 12 per year.”10 Instead, it can be much easier to increase sales volume by selecting the right technology vendor. VARs are simply asked to turn over qualified leads while the partner completes the sales cycle and implementation. This frees up the VAR to pursue additional sales opportunities while collecting generous residuals for at least one year after the contract is signed. Also, if the SaaS Opportunities VAR wants involvement in the implementation, they can increase the utilization of their existing staff to assist with SaaS implementations for VARs between traditional premises-based implementations. Primary Objectives for Adopting SaaS Better Utlization SaaS implementations are typically much shorter than their premises- based counterparts. Utilize your staff during the short breaks between premises-based implementations. Greater Geographic Reach SaaS applications have no geographic boundaries, as there is no hardware to install. This creates a much larger selling pool to sell anywhere. Shorter Sales Process VARs and System Integrators cultivate leads, then turn them over to the SaaS Increasing sales volume is also attainable when VARs consider company to close the sale and perform that SaaS implementations are not geographically constrained. A the implementation. The sales process SaaS implementation doesn’t require on-site hardware installation; becomes much shorter, freeing time to it merely necessitates that a set of requirements be configured pursue new sales opportunities while within the provider’s multi-tenant hardware. Now VARs can expand enjoying a generous commission. their reach of influence globally if they wish, without hiring any Become the Expert additional employees. After the initial sale is made, you become the de facto expert on your In addition to sales volume, VARs can develop professional service clients’ business processes. You offerings that demand a higher hourly rate than technical support. can provide consulting services on Professional services help customers reduce costs and achieve high overall best practices throughout the performance levels by implementing best practices for common purchasing/implementation process business processes. In the contact center space, this could include and beyond. consulting on call flows, multi-site configurations, and integration with CRM or other business systems. These services allow VARs to create a premium value for their customers by specializing in solutions and industry verticals. 6
  7. 7. Adapting the VAR Business Model to service provider, SaaS also removes the need Include SaaS for on-site IT staff at every location to manage The VAR and System Integrator business will and support the system. Additionally, SaaS can look radically different in the coming years. be used in conjunction with existing premises- Forrester Research predicts that by 2011, based infrastructure, allowing companies to resellers who have successfully adapted to add enhanced features while maximizing the SaaS will have learned to: return on their initial investment. • Increase sales volume through a focus Increasing Performance and on lead generation rather than extended Customer Satisfaction consultative selling According to analyst firm Peppers & Rodgers • Hire business process management Group, “more than nine out of ten consumers consultants who can effectively (94 percent) state that they spend less manage short projects rather than money with a company that has violated their lengthy engagements trust, and eight in ten will never go back to a • Adjust to different cash flows which are company after a bad experience. Therefore, an smaller, more frequent, and ultimately underlying competence for locking in customer more predicable11 relationships is the ability to deliver excellent customer experiences.”12 SaaS solutions help While there will be an ongoing need to increase contact center performance and support legacy on-premises equipment, VARs ensure customer satisfaction by delivering will ensure profitability and future viability insight into call handling trends, agent by developing expertise that allows their performance and the customer experience. customers to improve the SaaS experience. The The enhanced features found in several SaaS close relationship these VARs develop with contact handling solutions such as user roles their customers will enable them to understand and permissions, reports, dashboards, call their customer needs and identify areas of flows and user alerts all serve to increase opportunity. VARs will receive the support they performance levels. SaaS contact handling need by working with leading SaaS providers solutions can also integrate with many CRM to effectively bridge the gap between the applications, providing better customer traditional hardware business model and the intelligence at the agent desktop, and enabling new SaaS business model. customer self-service through the use of Providing Better Customer Solutions convenient, web-based tools. SaaS contact handling solutions can help Real Savings in On-Demand Solution companies meet the goals of reducing vs. Premises-Based Solution cost, improving performance and increasing productivity. Total Cost of Ownership % Agent Seats Savings over 5 years Cost 25 Seats 28% Savings In addition to eliminating the need for a large, 100 Seats 34% Savings up-front capital expense, a SaaS solution helps reduce overhead and depreciable assets 400 Seats 45% Savings by enabling at-home or remote workforces. Source: Yankee Group, April 2006 “VoIP and Lower TCO Will This approach helps mitigate or completely Drive Adoption of Hosted On-Demand Contact Centers” avoid losses due to natural disasters and epidemics. It can also increase productivity Improving Productivity and and profitability by linking multiple centers Operational Efficiency together as one. Leading SaaS solutions will Good SaaS solutions include workforce integrate with any brand of switch or telephony optimization tools that can significantly hardware, eliminating the cost of standardizing improve agent productivity and operational equipment. Because maintenance and efficiencies. These tools typically are used to upgrades are centralized and performed by the automate training, simplify hiring processes, 7
  8. 8. reduce attrition, gather near real-time customer business success, but will be able to provide their feedback, facilitate workforce management and customers with superior, more affordable contact deliver comprehensive reporting. Workforce handling and workforce optimization tools. optimization tools can also improve scheduling efficiency by basing forecasting on historical call HOW SAAS STACKS UP TO PREMISES-BASED volume and involving the agent more directly in the Selecting the right components for a contact scheduling process. handling solution is based on the unique needs and requirements of each contact center. However, most VARs need to seriously consider adapting their contact centers have similar concerns, which will business to support SaaS practices. Not only will serve as the comparison points between SaaS and they be better prepared to ensure their long-term premises-based solutions. SaaS Vs. Premises-Based Business Concern SaaS Premises-Based Upfront Cost SaaS has low or no upfront costs. It is billed as a Premises-based systems require a significant outlay of subscription based on the number of seats or users. capital funds upfront to cover equipment, installation and configuration costs. Hidden Costs Most SaaS solutions are billed monthly. There are Additional costs with premises-based solutions no hidden fees or extra charges. include: installation, integration, maintenance, security, backup, servers, internal labor, testing, development and obsolescence. Deployment SaaS applications are on-demand, making Deploying a premises-based infrastructure is time deployment quick and easy. consuming, and requires purchasing and installing many hardware and software components. Scalability Leading SaaS solutions can easily handle Premises-based contact centers must purchase hardware fluctuations in call volume as business needs and telephone equipment to accommodate maximum change from month-to-month, providing contact anticipated call volume, resulting in high capital expense centers with significant cost savings when call and inefficient hardware utilization. Installing and volumes are low. activating new telephone lines also takes additional time and money. Support for At-Home The on-demand solution is designed for at-home Premises-based systems are typically geographically- Agents agent capability, without the need for hardware. bound (designed to support directly-connected users). SaaS solutions handle the same IVR, CTI, ACD and Enabling an at-home agent on a premises-based solution recording capability functions as premises-based is often treated as a secondary hardware add-on, which systems, but are less expensive and more efficient becomes expensive and difficult to configure. to operate. Support for Multi- SaaS architecture allows multiple sites that use Similar to the challenge presented by at-home agents, Site Centers diverse worker models such as outsource, offshore premises-based solutions are not easily adapted to and at-home to operate as one, reducing IT costs multiple centers and require additional hardware and and routing multi-channel contacts to the right telecom expenditures. Worse, if a single point of failure agents, regardless of their location. occurs, the entire system can go down. Upgrades SaaS customers always have access to the latest Upgrades are performed under annual maintenance and greatest technology, without the expense of contracts. Due to the length of product development buying new software. The agile SaaS model delivers cycles, most upgrades are outdated by the time they new advances on-demand. reach the customer. Maintenance The SaaS provider is responsible for upgrades and While some maintenance is performed by the vendor maintenance of the hardware and software. A well- or VAR under an additional service contract, premises- architected on-demand solution does not impact based equipment requires in-house IT resources to existing on-site infrastructure. manage and support it. Security SaaS service providers offer a higher level of Replicating the level of security delivered by the best security than traditional, premises-based solutions. SaaS providers is incredibly expensive and difficult to Types of security provided by SaaS include: physical maintain for large centers, and not a viable financial security, fire control, backup power, systems option for small and midsize centers. and network redundancy, and a 24/7 network monitoring operating center. 8
  9. 9. WHAT TO LOOK FOR IN A SAAS TECHNOLOGY PARTNER VARs who want to keep up with the demand for SaaS solutions should find a good SaaS technology partner who understands the value VARs provide to the sales channel. To find the right partner, compare how SaaS technology partners measure up in these eight critical areas. 1. Commitment to VARs Look for partners who are invested in VARs success. Are their VARs policies clear and fair? Do they provide multiple ways for VARs to generate revenue? Find a technology partner that offers specialized training and will help VARs develop professional services offerings. Determine if the partner offers assistance in the sales process, including selling, implementing, maintaining and billing. Do they offer lengthy residuals? 2. Proven Track Record There is no substitute for experience. Find out how many calls the service provider handles monthly/annually and how large their customer base is. Do they stand behind their service with an SLA of 99.99% guaranteed uptime? Is theirs an award-winning solution that’s recognized by analysts and industry experts? 3. Complete Solution Avoid piecemeal solutions. Trying to create a complete solution by implementing a series of narrowly focused point solutions can create interoperability problems and be difficult to manage. Look for a service provider that offers an integrated platform, combining core contact handling functionality with a suite of workforce optimization tools. There is no substitute 4. Single Point of Contact for experience. Find Know every partner involved in the solution. Find out if they lease out how many calls the their telecommunications and data network. The ideal service provider will control and operate the telecommunications and data service provider handles network and be the sole responsible party. monthly/annually and 5. Full Integration how large their customer Save money and add functionality. Integrating SaaS contact base is. handling with existing equipment, such as a PBX or CRM systems, provides valuable feature enhancements and cost saving benefits. Make sure the service provider offers a solution that is compatible with existing equipment and CRM software. 6. Flexibility Take advantage of new worker models. Ask how the service provider accommodates multi-site centers, at-home workers and seasonal call volume. The best service providers offer flexible features and billing to meet these needs. 7. Compliance & Security Know the service provider’s compliance and audit policies. Make sure they conduct internal process reviews and follow customer privacy and financial regulation standards critical to major industries such as PCI, SOX, FCC, Safe Harbor and HIPAA. Find out how 9
  10. 10. security levels are monitored in their data something no other on-demand provider and operations centers. can claim. 8. Financial Stability The inContact VAR agreement is one of the Don’t partner with an unknown entity. Ask most lucrative in the SaaS market. Once about the company’s history and how inContact is presented with a qualified lead, long they have been in business. What are the inContact team completes the sales their plans for growth? Do they achieve process, implements the system, performs all profitability quarter over quarter? maintenance and does all billing. The partner who delivered the qualified lead collects CONCLUSION generous residuals for at least one year for The challenging economy combined with software and long distance sales. With very volatility in the telecom/network equipment little overhead and a short sales process, manufacturing sector is pushing contact inContact VAR partners are extremely profitable. center executives to look for alternatives to on-premises contact handling solutions. VARs inContact offers a complete, integrated solution, can take advantage of the new opportunities which includes: created by SaaS by engaging with SaaS technology partners to help their customers PROVEN TECHNOLOGY achieve their goals of reducing costs and • Over 10 billion calls handled increasing performance. As SaaS continues to • On-demand solutions for call centers emerge as an attractive alternative to premises- since 2001 based solutions, VARs should build a strong relationship with a SaaS technology partner • Deployed in approximately 600 call centers, who can help them meet their customers’ of all sizes expectations and grow revenue by including • Industry’s best published SLA of 99.99% SaaS solutions as part of their service offerings. • Over 300 employees dedicated to THE INCONTACT ANSWER your success inContact® is a state-of-the-art on-demand CONTACT HANDLING contact handling and agent optimization • Full-featured ACD with skills-based routing platform. Since 2001, inContact has been (phone, email, fax, chat) providing call centers with the connectivity and agent management tools to be successful. • Easily integrates with your existing PBX Their SaaS technology includes a full-featured • CTI, IVR, and automatic speech recognition Automated Call Distributor (ACD) with skills- • Drag-and-drop call routing control based routing, Interactive Voice Response (IVR) with speech recognition and Computer • Call logging and recording Telephony Integration (CTI). Agent optimization • Outbound dialing solutions from inContact include an online WORKFORCE OPTIMIZATION hiring application, patented eLearning and communications, a workforce management tool • Hiring and a dynamic customer feedback and survey • eLearning with patented application. RightTime™ technology • Customer surveys with real-time feedback inContact is the proven technology to help contact centers deliver exceptional customer • Workforce management with scheduling, experiences while decreasing costs, increasing forecasting, and strong agent/ revenues and giving them a strategic manager interaction competitive advantage regardless of size. • Tight integrations into the industry’s inContact is delivered via a telecommunications best CRMs and data network that it controls and operates, 10
  11. 11. NETWORK CONNECTIVITY • Multiple carrier options • Multi-protocol connections • Fast and simple to scale • Unifies multi-center organizations on disparate switches • Geographic, carrier, machine and POP redundancy Find out how inContact is helping hundreds of contact centers significantly reduce costs while simultaneously increasing their customer satisfaction levels. Call 866-298-9102 today, or visit www.inContact.com for more information. REFERENCES 1 Gartner, User Survey Analysis: Software as a Service, Enterprise Application Markets, Worldwide, 2008 2 Tech World, November 11, 2008: http://www.techworld.com. au/article/267371/microsoft_nortel_committed_marriage_future_ cloudy?pp=1&fp=4&fpid=145 3 Frost & Sullivan, The New Mantra: “The Agent is King” 4 Forrester, SaaS Economics Will Change ISVs’ SI And VAR Channels, October 29, 2007 5 IDC, The Emerging SaaS Channel, September 2007 6 Forrester, SaaS Economics Will Change ISVs’ SI And VAR Channels, October 29, 2007 7 Application Development Trends, SaaS Spells Disruption for Partners, September 26, 2007 http://www.adtmag.com/news/articles. aspx?editorialsid=9091 8 IDC, Software as a Service: Shifting into a New Gear, March 2008 9 destinationCRM.com, Believe the Hype about Hosted Contact Centers, June 1, 2008: http://www.destinationcrm.com/Articles/ Editorial/Magazine-Features/Believe-the-Hype-about-Hosted-Contact- Centers-49187.aspx 10,11 Forrester, SaaS Economics Will Change ISVs’ SI And VAR Channels, October 29, 2007 12 Peppers & Rodgers Group, Winning on Service in an Uncertain inContact Economy, 2008 7730 S. Union Park Ave. Suite 500 Salt Lake City, UT 84047 866-298-9102 www.inContact.com Satisfaction as a Service™ ©2009 inContact, Inc. 09050xx 11

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