The Hosted Contact Center: A Winning Formula?

The Hosted contact centers are appealing to a growing number of companies since they can lead to substantial cost savings and flexibility to the customer. The technology enables the companies to focus on their core business instead of managing the complex technology infrastructure of a contact center. Hosted network-based contact center technology is a framework providing scalable, flexible, best-in-class capability with minimal advance investment.

In India, the hosted contact center is an emerging model that is gaining good traction. The Indian hosted contact center market was valued at $10.8 million and is expected to see tremendous growth in the next four years to reach $85 million by 2009.

This year's panel discussions will focus on

Panel Discussion 1
BPO - Business & Capacity Expansion Challenges

Discussion Points:

• What are the biggest challenges BPOs and their customers are facing when it comes to business & capacity expansion?
• What will be your key considerations when you are expanding your capacity ?
• Does hosted contact center model suit all or only some verticals?
• Next time you expand, are you likely to out-source your seats or would build them in-house?

Panel Discussion 2
BPO - Does the Hosted Model Offer Real Flexibility?

Discussion points:

• What steps are BPOs taking to avoid enhanced capital expenditure when expanding business and contact center seats?
• Do BPOs find that managing technology is seriously coming in the way of focusing on core business?
• In terms of technology, in what areas BPOs require a lot more flexibility, to serve more customers as well as new customers?
• How critical is multi-channel contact center going to be in the near future, and why?
• Is the hosted contact center a long term or a short term business model

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