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Why Contact Center On-Demand 2004  - CosmoCom Webinar

The Bright Future of a New Service Delivery Model 

Contact Center On-Demand™ (CCOD, also known as hosted contact center) is what Network Service Providers (NSPs) need: a new service that adds value to their commodity offerings and restores margins. Today NSPs provide basic transport services to call centers, leaving the high-margin revenue of advanced call center features to vendors of premise-based equipment. With Contact Center On-Demand, network operators not only gain access to new higher margin revenue, but also protect critical existing sources of revenue from price-driven churn. 

Without CCOD, companies can either build their own complete call center or outsource the whole operation. CCOD lets companies outsource the technology but keep the agents in-house. Because of CCOD's compelling value proposition for the customer vs. traditional premise-based solutions, analysts project that CCOD will claim about a third of all contact center seats during the next decade. It's easy to see why many of the world's leading telcos are now offering CCOD and related services. 

In this historical webinar, Robin Goad, then senior analyst in the Datamonitor CRM group and a long time interpreter and predictor of the world call center market, introduces the idea of Contact Center as a hosted service, and shares observations and forecasts of the developing market. Robin is the author of Datamonitor's study, "Networked and Hosted Call Centers." 

Then CosmoCom, will explain one of the key financial drivers behind this trend - the strong business case for an enterprise to adopt CCOD as an alternative to building and operating a premise-based system or giving the whole undertaking to an outsourcer.

Who should attend?

• Network Service Providers, including product management, marketing, business development, IP network service planning, and senior management.
• Enterprises, including IT and telecom senior management and especially call center planners.
• Interested call center consultants, industry analysts, and journalists.

This event took place on April 14, 2004.