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Contact Center On-Demand
for Service Providers
The Reasons Behind a Changing Industry
(3rd Edition - Abridged Version updated February 2006)
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This Third Edition revises and
updates the previous version titled “Why Contact Center
On-Demand?” originally by Erik Laurence. This paper is
now one of a pair of complementary papers, the other
titled ‘Contact Center On-Demand for Enterprises.” This
Abridged Version excludes the business case details,
which are in the full version for both end user and
network service provider perspectives. The full version
is available to qualified CosmoCom customers, partners
and prospects. Please refer to the last page for further
information whitepapers@cosmocom.com.
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Many NSPs recognize that, in order to survive, they
must transform their businesses from merely providing
commodity transport services to providing more
sophisticated telecom services that offer more value and
create more differentiation. As on-demand delivery of
software-based solutions (SaaS, or Software as a
Service) gains favor, it makes sense for network service
providers to offer their contact center customers
on-demand solutions. After all, on-demand services are,
in essence, network-based services. Who better than NSPs
to offer them? And where better than contact centers to
begin?
NSPs already generate a major component of their
revenue from contact centers, but for the most part are
only providing relatively basic transport services to
deliver calls to and from these centers. But with
Contact Center On-Demand (CCOD), NSPs have the chance to
attract profitable new streams of revenue that, for too
long, have been the sole province of premise-based
vendors of contact center equipment. And since CCOD is
in essence a form of a grid computing service, the NSP
benefits not only from the revenue generated by the CCOD
application, but also from revenue generated by usage of
the grid itself. In fact, NSPs have to offer CCOD, or
they risk losing their core revenue from contact center
traffic to a competitor who does offer CCOD.
Add to this ample motivation the compelling value
proposition that Contact Center On-Demand allows NSPs to
deliver to end users, and it’s no wonder that many of
the world’s leading telcos, including BT, DT, FT, KT,
PLDT, NTT, Telefonica and VSNL are now offering CCOD as
a hosted service.
This white paper explores the rationale behind
CCOD and
explains how it is the ideal business opportunity for
Network Service Providers.
View
Adobe Acrobat document (1,715K)
Enterprises be sure to check out our companion
white paper,
CCOD for
Enterprises.
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