The challenge for today's enterprise is to develop a flexible, responsive and cost-effective infrastructure to provide customer service and support. Globalisation, continuing competitive pressures and fluctuating markets drive line-of-business (LoB) leaders to demand increased effectiveness and efficiency from their contact centres and related business tools, which requires a high level of interaction between the contact centre and multiple customer-facing and customer relationship management applications. The RapportCMS hosted contact centre-or on-demand contact centre-is the solution for many enterprises.

The on-demand model of RapportCMS provides large advances in efficiency and hard dollar savings drive the communications infrastructure environment. Therefore, in this environment, the TCO (total cost of ownership) business model of the RapportCMS solutions are manifested primarily in enterprise hardware/software savings as well as technology refresh and maintenance savings.



In addition, our on-demand services switch the installation, start-up and maintenance costs as well as the technology selection risks and update responsibilities from the enterprise to RapportCMS. Therefore, the hosted contact centre is now-more than ever before-a viable alternative to the enterprise premises-based contact centre solution.

The hosted contact centre approach is an effective, attractive proposition for companies setting up new contact centres or for well-established companies wishing to stabilise monthly expenditures and focus scarce resources on core business functions. Organisations that select a hosted contact centre solution can significantly minimize or even eliminate the cost of IT and Telco support.

RapportCMS' ability to offer quickly customisable  agent support can mitigate cash flow problems previously caused by fluctuating monthly service and agent requirements. RapportCMS can minimize or eliminate concerns relating to future contact centre scalability, technology obsolescence and time-consuming and expensive application integrations.

The Yankee Group estimates the 3-year TCO savings of a hosted contact centre solution can be from 28% to 45%, depending on the size of the centre measured by the number of agents, typically in the 25 to 400 range.