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Despite the several advantages of on on-demand contact center, such a solution is not for every company. Organizations thinking of setting up an on-demand contact center have to be prudent and adopt best practices, says Mae Kowalke, an associate editor at TMCNet.Â
In a recent column, she points to a white paper by virtual call center solutions company, Contactual that debunks some of the common myths about on-demand contact centers. These common misperceptions are:
In a recent column, she points to a white paper by virtual call center solutions company, Contactual that debunks some of the common myths about on-demand contact centers. These common misperceptions are:
- On-demand contact centers are costlier than on-premise centers--- people often ignore the ongoing maintenance costs for the latter when making this statement.
- On-demand solutions are difficult to be integrated with other applications—availability of sound APIs belies this argument.
- Increased security risk--- numerous options are available to protect all data and can in fact make an on-demand contact center more secure.
- On-demand contact centers offer less features: a myth in the present day and age.
- On-demand is suitable only for small contact centers: no longer true since virtual contact centers are now available with 500 or more agents.
- The virtual solutions are suitable for short-term arrangements: the benefits of an on-demand center can be enjoyed more in the long term.
