FEATURE: SaaS VoIP call centers fit any sized business

Software as a Service makes it possible for small to mid-sized businesses to set up a dedicated VoIP call center at a fraction of the price. Hosted options cut CAPEX and payroll, and allow businesses to run a full gamut of apps including asIVR, ACD, predictive dialing, workforce management and CRM solutions.

SaaS allows users to lease or subscribe to software on a seat-by-seat basis, meaning you pay only for what you use and can scale up or back as needed.

Some of the advantages provided by SaaS models include:

Lower Up-Front Costs: Companies don’t need on-site equipment and so avoid CAPEX and installation expense. Paying on a seat-by-seat basis as needed means there’s no big payment upfront. Plus, when software upgrades, the users aren’t stuck with paying for new licenses.

Reduced Ongoing Costs: SaaS providers generally absorb software upgrades, equipment replacement and troubleshooting.

Faster Time to Market: The biggest advantage is the ability to get a VoIP call center up quickly. A broadband connection, computers, headsets and agents puts you on the ground.

Faster Access to New Technologies: An SaaS generally means you’ll see upgrades first, and be able to trial them without buying them. If it doesn’t fit the way you do business, change is a phone call away.

Enabling the “Virtual Contact Center”: Agents and experts can access the center remotely and is ideal for the “informal contact center,” a relatively new concept in customer service wherein the contact center is extended out to other “knowledge workers” in a company or organization.