Gartner Research

Enterprises Should Consider Hosted and SaaS Contact Centers as Part of Their IT Environment

Published: 03 February 2009

ID: G00164902

Analyst(s): Drew Kraus , Daniel O'Connell


Hosted contact center and software as a service offerings are an appropriate option for the mainstay of businesses that are satisfied with off the shelf contact center features and functionality.

Table Of Contents
  • Overview
  • Defining the Hosted Contact Center Environment
  • Key Providers of Hosted Contact Center Services
  • Hosted Contact Center Drivers
  • Hosted Contact Center Barriers
  • Service Offerings
    • Basic Offering
    • Midtier Offering
    • Advanced Offering
    • Professional Services
    • Contract Durations
  • Conclusion

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