5 reasons to buy SaaS technology
for your call center

By 2013, at least 75% of customer call centers will use a form of Software-as-a-Service. — Gartner

Call centers are embracing Software-as-a-Service (SaaS) for good reason. SaaS solutions provide many advantages that result in reduced capital and operational expenses while improving the customer experience.

With SaaS, you can:

1. Eliminate hardware inventory and configuration issues.

This includes initial investment in hardware infrastructure, as well as hardware upgrades and the steady cadence of deployments those upgrades entail.

2. Reduce training time and expense.

3. Eliminate software upgrades and life-cycle management headaches.

Let’s face it: when you buy software, you’re always behind the times. And when you go through software upgrades, installation take time money and resources – a lot of them! With SaaS-based infrastructure, you take immediate benefit from the most current release and receive continual benefit from software improvements and upgrades.

4. Deploy some applications up to 5 times faster than with a premise-based solution.

5. Limit the IT resources you’re consuming.

SaaS offers advantages to growing businesses…
If you’re managing a growing business that relies on customer call centers for its success, SaaS will allow you to grow quickly, while requiring significantly less up-front cash than a premise-based solution.

That’s because with SaaS solutions, you buy it as you consume it.

SaaS can grow as you grow. For instance, a CEO of a rapidly growing subscription-based business is looking to put is much cash as he can to support customer acquisition, not technology. SaaS supports this goal. If you’re managing a call center with a projected need for 20% more agents in two years, you have to pay for a premise-based solution two years in front of your needs. Premise-based hardware and software is taking money and resources that could be better spent on people and processes.

…and more mature organizations
Just as importantly, SaaS supports more mature organizations. SaaS installations also decrease as your need decreases.

For instance, as a customer service call center optimizes performance, the number of agents needed may reduce by 10% one year, and another 10% the next year. With a premise-based solution, that call center has paid for 10% more infrastructure and software than it needed in year 2 and 20% in year 3.

SaaS makes sense for ALL businesses because it reduces costs while supporting balanced priorities.

–Bryan DiGiorgio