Calculating the true total cost of ownership (TCO) of contact center platforms requires a close examination of multiple IT and operational differences. Here are seven aspects to consider.

1. THE
7
TOP
considerations
when comparing
cloud Premise-Based
Contact Centers
1
versus
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2. 1
See
THE
BIG
Picture
Research overall contact
center spend in the cloud
versus from peers.
2

3. Get
the
2
Breakdown
ROI
on
$
$
$
$
$
$ $
3
Get a complete breakdown of the
operational costs differences, as
well as the cost benefits between
cloud versus premise-based.

4. 3
EXAMINE
Opex
$
Capex
4
VERSUS
One of the greatest financial advantages
of shifting to a cloud contact center is
the benefit realized by shifting from capital
expenditures (capex) for software servers, etc.
to an operating expenditures (opex) model.

5. Lower
4
First Contact
Resolution (FCR ) Rates
TeleTech research reveals an 8-to-22
percent improvement in FCR rates
when using a cloud contact center.
5

6. Flatten
Customer
Contact
Abandon
Cloud platforms enables the ability to send
customers to the agents who offer the right
set of skills to resolve their issues, resulting
in increased customer satisfaction and lower
customer abandon rates.
6
Rates
5

7. THE
Business
Impact
6
OF
Uptime
According to Aberdeen Group, cloud contact centers experience less
downtime (2.4 hours versus 3.7 hours per year) than companies that
rely on a hodgepodge of heavily patched legacy systems.
7

8. 7
IT
Reduction
IN
RESOURCES
TeleTech’s research finds that most companies
realize a 3 percent to 5 percent reduction in IT
headcount by moving to the cloud.
8

9. www.TeleTech.com
To learn more, go to:
www.TeleTech.com