Professional Documents
Culture Documents
FEBRUARY 2014
INTRODUCTION
This whitepaper presents the results of the TCO analysis for eight contact center configurations. The configurations varied by the size of the
contact center organization, the number of agents, and by the contact center application functionality. The sizes of contact centers compared
were:
50 seats
100 seats
250 seats
500 seats
The levels of contact center application functionality compared were:
ACD Enhanced: Incudes Inbound Call Center, IVR, IM, and outbound dialer
Full-function: Includes Multimedia Call Center, IVR, IM, outbound dialer, quality monitoring, workforce management, customer feedback.
TCO analysis was conducted for all each configuration for hosted and premise deployments.
WWW.METASWITCH.COM
CONCLUSIONS
Hosted contact center services delivered significantly lower TCO than comparable premise-based systems for all configurations analyzed for
both a 5 year and 10 year timeframe.
Additionally, the TCO analysis demonstrates that:
Cost savings with the hosted model increases with the size of the contact center organization, for all configurations analyzed
Cost savings with the hosted model increases as more contact center applications are delivered as a hosted service.
The following Table highlights the Year 1, Year 5 and year 10 TCO savings achieved with the hosted model, over comparable premise
systems for the two contact center configurations.
SEATS
CONFIGURATIONS
50
100
250
500
ACD ENHANCED
66%
75%
80%
85%
FULL FUNCTION
81%
85%
89%
91%
SEATS
CONFIGURATIONS
50
100
250
500
ACD ENHANCED
39%
46%
57%
54%
FULL FUNCTION
48%
55%
62%
69%
SEATS
CONFIGURATIONS
50
100
250
500
ACD ENHANCED
32%
36%
32%
37%
FULL FUNCTION
31%
38%
44%
52%
The findings imply that as the size of your contact center organization grows, you only have greater cost savings to realize with the hosted
model. At the same time, moving more contact center applications into the cloud helps your organization achieve greater cost savings.
WWW.METASWITCH.COM
Telax
$400,000
Premise
$200,000
$0
10
WWW.METASWITCH.COM
WWW.METASWITCH.COM
WWW.METASWITCH.COM
WWW.METASWITCH.COM