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Experts see more SaaS users in 2013

Cloud solutions to reduce costs while increasing performance

(Manila, Philippines) – At least 75% of customer service centers will use some form of SaaS application as a part of their call center solution by 2013 because cloud-based services guarantee less total cost of ownership (TCO), limited capital expense, and easier deployment, compared with on-premises solutions, according to Gartner analysts.

inContact, leading SaaS provider to Philippine call centers, explained TCO as “total cost of up-front capital expenses, internal IT maintenance/support staff, and frequent upgrades to support critical advances in contact handling and workforce optimization.”

“TCO include hardware and software capital investment, installation, training, repairs, downtime, technical support, and upgrades. With SaaS, companies will no longer need maintenance, support, and upgrade costs that come with premises-based software,” inContact country manager Junie Pama said.

SaaS has been in use for over a decade. However, companies have traditionally been reluctant to migrate to SaaS due to security concerns, regulatory compliance, stability and reliability issues, lack of industry-specific customization, and resistance from internal IT staff, according to Pama.

It was only recently that SaaS adoption became widespread. “Companies were previously not ready, as the cloud concept is still young. But now, with the success of various internet-based services and the unforeseen benefits of web applications, many are now moving to the cloud,” Pama said.

However, call center executives and managers seriously considering migrating from traditional software to a SaaS solution need to find service providers that can deliver customized solutions fit for their specific needs.

“To find the right solution, business decision makers should consider providers with a proven track record, complete solutions, full integration, flexibility, and financial stability,” Pama said.

With the Philippines overtaking India as in terms of call center seats, inContact strives to bring highly efficient and reliable SaaS solutions to IT and BPO companies in the country. The company launched the expansion of its services in the Philippines last year to support the country’s IT and BPO industry.

About inContact
inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit