Contact centers have an ever-growing list of applications (e.g., routing, agent desktop, WFO) they use to meet and exceed customer needs. As companies try to keep up with these technologies, they must consider how they access them. Specifically, do they use an on-premises model where they buy dedicated hardware and allocate IT resources to implement and manage it? Or, do they use services provided by a third-party, allowing the company to access contact center applications without dedicated hardware costs or IT resources?
Between March and April of 2018, Aberdeen surveyed 302 contact centers across the world regarding the top trends and best practices influencing their activities; including their contact center application delivery models. Data from this research reveals that almost two-thirds of contact centers currently use an on-premises model for their contact center technology infrastructure.
