The Decision to Deploy a Hosted Contact Center: A Process and Impact Analysis
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Overview: Businesses now have a choice in how best to implement their Contact Center effort - either with a traditional premises-based equipment solution or with a hosted, network-based service. Contact Centers play an increasingly high-stakes role in serving customers, making sales, and maintaining customer loyalty. This explores the Contact Center purchase decision process of ClothierNet, a mid-sized retail company, as it evaluated the pros and cons of these two alternatives.