Should Contact Centers Consider Hosted APO Applications?

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Hosting has become an important deployment method for some contact center infrastructure segments, especially routing and CRM. But the area of workforce optimization has lagged in this respect. Some vendors are testing the waters with systems that move call recording, analytics and workforce management into the cloud. This Market Insight looks at the prospects for the market for these applications, and discusses when it might be appropriate for end-user contact centers to make the move.

Table of Contents

Should Contact Centers Consider Hosted APO Applications?Should Contact Centers Consider Hosted APO Applications?AbstractThe ProblemThe Current Hosting EnvironmentWhy (And Why Not) Choose HostingWhere Are the Vendors? So What’s a Contact Center to Choose?




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