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The Total Cost of Ownership of Cloud and Premise-Based Contact Center Systems

The choice of whether to deploy contact center infrastructure via premise-based technology or cloud-based services involves many variables, but as the quality of the tools converges, buyers need to look more closely at the relative costs in different deployment scenarios. Ovum’s research shows that there are situations in which larger, multisite service organizations can benefit from cloud-based solutions. We believe that the more applications and functions an enterprise includes with the core routing platforms, the better the cost profile for hosting compared with traditional premise-based systems. Some large enterprises continue to hesitate due to concerns about scalability, but Ovum regards the cloud as a mature and reliable way to deploy contact center technology.

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