1st JULY 2011
Multi-channel contact centre users yet to perceive cost of hosted solution is cheaper than traditional CPE method
From a poll of delegates attending our webinar “Solving the cross-channel riddle” at the recent Call Centre Focus Expo LIVE event we found that just under one in three (30%) of delegates cited a reduced up-front CAPEX billing arrangement as a reason why a hosted contact centre solution would be a lower cost than a traditional CPE-deployed systems arrangement.
- 92% of users attending a webinar on cross-channel communications are already supporting multiple channels into their contact centre operations, involving some combination of voice, correspondence, multimedia and social media
- Yet only 30% polled felt that a hosted call centre solution would be cheaper than CPE-deployed methods
- So the business rationale to maximise ROI from innovative new hosted contact centre solutions, such as ProtoCall One’s new Genesys G-Cloud™ service, needs to be clearly articulated to educate potential early adopters
From a poll of delegates attending its webinar “Solving the cross-channel riddle” at the recent Call Centre Focus Expo LIVE event, ProtoCall One, the leading contact centre consultancy and systems integrator, found that just under one in three (30%) of delegates cited a reduced up-front CAPEX billing arrangement as a reason why a hosted contact centre solution would be a lower cost than a traditional CPE-deployed systems arrangement. However, almost two out of three (60%) polled felt that the cost of both methods was broadly the same, after taking into account internal support costs, with the remainder (one in ten) polled perceiving that a hosted solution would prove more expensive over the full project lifecycle.
Osman Ali, programme director at ProtoCall One, explained how the new G-Cloud hosted contact centre service from ProtoCall One changes the perspective of hosted contact centres by providing a full range of Genesys contact centre functionality including multi-channel and social media; Inbound Routing and reporting; Outbound Dialler; Call Recording & Quality Management; Workforce Management and back-office Interaction Workflow as an on-demand “pay for what you use” service.
Paul Weald, strategy director at ProtoCall One then explained how the guiding commercial principles of the G-cloud proposition will ensure that the Total Cost of Ownership will be less than the CPE equivalent over a three year period, allied to a limited up-front CAPEX requirement to use the service plus the use of consultancy and support to generate operational savings far in excess of the technology investment.
When asked to comment on the communication channel types most used in their call centres half of the webinar audience polled (56%) reported voice and correspondence (email, white mail and fax) as their main channels with 28% using voice and multimedia (email, web chat and SMS), and 8% already supporting multimedia plus social media. In contrast less than one in ten polled was operating a single ‘voice only’ call centre operation.
Paul Weald, commented: “The poll confirms that the market is not yet mature in its understanding of the benefits of hosted contact centres, particularly when considering adding a new multimedia channel to an existing operation. The business rationale to maximise the ROI from innovative new solutions, of which our new G-cloud service is a good example, needs to be clearly articulated to educate potential early adopters.
The poll was carried out at the recent Call Centre Focus Expo LIVE day during ProtoCall One’s webinar entitled “Solving the cross-channel riddle” hosted by Claudia Hathaway, editor. The event was attended by a cross-section of visitors from a wide range of both public and private industry sectors.
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About ProtoCall One
ProtoCall One is a leading contact centre consultancy and systems integrator, specialising in multi-channel communications, virtual contact centres and workforce optimisation. The company provides solutions to help businesses improve how they connect with their customers across multiple contact channels such as email, web chat, SMS and social media.
ProtoCall One helps contact centre operations to improve customer experience; set and manage agent efficiency and effectiveness KPIs; optimise proactive outbound productivity; and use social media communications to engage in positive customer dialogue.
In addition, ProtoCall One helps operators implement virtual contact centres; integrate home agents; fully exploit self-service and proactively reduce call volumes. ProtoCall One also assists companies to implement best practice in contact centres enabling them to win industry awards. At a higher level, ProtoCall One works with contact centre operations heads to benchmark current performance and build business cases for future technology investment.
The company is regarded as the UK’s leading Genesys solutions expert. It delivers innovative solutions for major UK and global organisations, both direct and working alongside systems integration partners including BT and Cable & Wireless Worldwide. The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information, please visit
www.pc-1.co.uk
ProtoCall One sales enquiries:
Jason Sparks, commercial director, ProtoCall One
ProtoCall One marketing enquiries:
Rob Sherwin, head of marketing, ProtoCall One
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