"To ensure that our product is the most cost-effective on the market we have built a proprietary Total Cost of ownership (TCO) model which identifies the direct and indirect costs of an on premise, versus a hosted, versus a true cloud based contact-centre solution.”
Total Cost of Ownership
In comparing True Cloud versus traditional contact centre solutions you need to ask the following questions in order to understand the like for like comparison and total cost of ownership.
- 1 - Are vendors providing the same feature set in their solutions? Are there additional modules, and if so, any hidden expenses
- 2 - How many ISDN lines and ports are required?
- 3 - How will you manage and change campaigns, scripts, IVRs, re-assigning agents, and call routing? How long is the wait time for these changes to be made by IT and what is the opportunity cost?
- 4 - How long does it take to train new agents in using the software?
- 5 - What is the feedback from agents and supervisors on the ‘look and feel’ of the software and its ease of use?
- 6 - How many people do you need to manage the system?
- 7 - Have the costs of power, insurance premiums, and hardware cooling been taken into consideration?
- 8 - How much actual floor space is required for your hardware and what is the annual cost?
