Gartner Research

Best Practices for Comparing Total Cost of Ownership for Contact Center as a Service vs. Premises-Based Solutions

Published: 23 June 2011

ID: G00213878

Analyst(s): Drew Kraus

Summary

Developing a total-cost-of-ownership model for comparing contact center as a service and premises-based solutions is often as much art as it is science. Organizations developing or evaluating total-cost-of-ownership models should evaluate a common set of calculation components.

Table Of Contents
  • Overview

Analysis

  • One-Time Startup Costs
  • Software and Hardware Costs
  • Recurring Maintenance Costs
  • Communications Transport Costs
  • IT Staffing Costs
  • Net Present Value
  • A Final Note: CCaaS Is Not an All-or-Nothing Proposition

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