Combating the Recession With Hosted Call Center Software

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Since the emergence of the financial crisis in 2007, IT managers everywhere have faced more challenges than ever before. With budgets shrinking, security threats rising, and a demand for increased customer support, administrators are forced to reassess the practicality of their everyday business practices including call center software and critical data security.

As these struggles continue, more and more organizations are transitioning from on-premise to hosted software in order to increase productivity-as well as to protect themselves against security breaches. So far, there has been a positive response from companies that have made the move to the cloud.

For example, Frontline Call Center, headquartered in Washington State, experienced extraordinary growth from choosing a hosted software solution. After partnering with inContact to more efficiently track customer calls, the company's revenues were raised by 225 percent within the first year. During the second year, Frontline's revenues soared an additional 175 percent. Keep in mind that this growth all occurred within the nation's crippling economy and was facilitated by a capable software company.

As shown by other businesses, making the switch to the cloud could be the solution that so many administrators are looking for. The benefits of leaving on-premise for a more reliable cloud based solution are myriad. One of the biggest advantages of cloud computing is its affordable security. If a call center implements premise based solutions, they end up carrying the responsibility of sensitive data security and industry compliance-whereas with a Software-as-a-Service (SaaS) based solution, businesses are given extensive access to top security options at a far more reasonable price.

Any good cloud based call center software should help you dodge the expensive upgrade and maintenance fees that unavoidably accompany most premise based infrastructures. Along with the benefit of avoiding the costly constraints of on-premise software, cloud computing keeps you free of geographic bonds. Not to mention, hosted software solutions allows for at-home agent access in an efficient and far more affordable way. This capability just isn't available with premise based methods. Enabling an at-home agent with these old-fashioned software solutions requires a secondary hardware add-on, which is difficult to configure and very costly.

A well-designed on-demand solution should offer the same services to multi-site centers that use more diverse worker models, such as offshore, outsource and at-home. With the right cloud based software, all of these work models should operate as one, regardless of their placement.

By choosing hosted call center software services, users can always stay connected with the most updated technology to deliver the highest quality of service. With on premise software, these kinds of updates are not available to users as often as they need to be. Furthermore, to make important updates, an inconvenient and expensive process must be followed. On-demand services can provide quarterly upgrades. These advancements are far less expensive and happen in the cloud- eliminating the cost of IT servicemen and new hardware.

The benefits of switching to cloud based call center software stretch beyond affordability-it provides an opportunity to ensure data security and stay up-to-date on the latest services, as well as easily expand on a global level. Wisely choosing a cloud based call center software could transform your business in ways similar to Frontline's growth with inContact. When choosing a SaaS solution make sure that it will provide you with all of the necessary services to combat this recession-battered economy. You don't have to continue struggling with the current economic demands-make the cloud your solution.

Megan Rasmussen writes about the benefits of hosted call center software. Learn more at http://www.incontact.com.