White Paper: Contact Center On-Demand for Service Providers

The Reasons Behind a Changing Industry

(3rd Edition - Abridged Version updated February 2006)

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. 

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Enterprises be sure to check out our companion white paper, CCOD for Enterprises.