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THE

7
TOP

considerations
when comparing
cloud Premise-Based
Contact Centers

1

versus

To learn more, go to:

www.TeleT...
1
See
THE

BIG
Picture
Research overall contact
center spend in the cloud
versus from peers.

2
Get

the

2

Breakdown
ROI
on

$

$

$
$
$
$ $

3

Get a complete breakdown of the
operational costs differences, as
well ...
3
EXAMINE

Opex
$

Capex
4

VERSUS

One of the greatest financial advantages
of shifting to a cloud contact center is
the ...
Lower

4

First Contact
Resolution (FCR ) Rates
TeleTech research reveals an 8-to-22
percent improvement in FCR rates
when...
Flatten

Customer

Contact
Abandon

Cloud platforms enables the ability to send
customers to the agents who offer the righ...
THE

Business

Impact

6
OF

Uptime
According to Aberdeen Group, cloud contact centers experience less
downtime (2.4 hours...
7

IT

Reduction
IN

RESOURCES
TeleTech’s research finds that most companies
realize a 3 percent to 5 percent reduction in...
www.TeleTech.com
To learn more, go to:

www.TeleTech.com
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The Top 7 Considerations When Comparing Cloud vs. Premise-Based Contact Centers

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Calculating the true total cost of ownership (TCO) of contact center platforms requires a close examination of multiple IT and operational differences. Here are seven aspects to consider.

Published in: Technology, Business
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The Top 7 Considerations When Comparing Cloud vs. Premise-Based Contact Centers

  1. 1. THE 7 TOP considerations when comparing cloud Premise-Based Contact Centers 1 versus To learn more, go to: www.TeleTech.com
  2. 2. 1 See THE BIG Picture Research overall contact center spend in the cloud versus from peers. 2
  3. 3. Get the 2 Breakdown ROI on $ $ $ $ $ $ $ 3 Get a complete breakdown of the operational costs differences, as well as the cost benefits between cloud versus premise-based.
  4. 4. 3 EXAMINE Opex $ Capex 4 VERSUS One of the greatest financial advantages of shifting to a cloud contact center is the benefit realized by shifting from capital expenditures (capex) for software servers, etc. to an operating expenditures (opex) model.
  5. 5. Lower 4 First Contact Resolution (FCR ) Rates TeleTech research reveals an 8-to-22 percent improvement in FCR rates when using a cloud contact center. 5
  6. 6. Flatten Customer Contact Abandon Cloud platforms enables the ability to send customers to the agents who offer the right set of skills to resolve their issues, resulting in increased customer satisfaction and lower customer abandon rates. 6 Rates 5
  7. 7. THE Business Impact 6 OF Uptime According to Aberdeen Group, cloud contact centers experience less downtime (2.4 hours versus 3.7 hours per year) than companies that rely on a hodgepodge of heavily patched legacy systems. 7
  8. 8. 7 IT Reduction IN RESOURCES TeleTech’s research finds that most companies realize a 3 percent to 5 percent reduction in IT headcount by moving to the cloud. 8
  9. 9. www.TeleTech.com To learn more, go to: www.TeleTech.com

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