The Hosted Equation for Contact Centers in Financial Services and Retail (Strategic Focus)

Hosted contact centers have long promised enterprises lower costs and quicker deployments, but uptake has been slow. The current economic turmoil has put some new life into this old concept, particularly in some verticals hardest hit by the crisis such as retail and financial services.

Report Highlights
Despite the broader economic conditions, the hosted contact center business is poised for healthy growth. But some industries that should be prime adopters have slowed their technology spending significantly. This report looks at two of those industries: financial services and retail.
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Table of figures 3
Table of tables 3
Market opportunity: the economy sends technology purchasing patterns into chaos 4
Economic turmoil creates conditions ripe for on-demand delivery of technology 4
Drive to reduce CapEx 5
Hosted already has a strong pulse 6
The mid-market will drive much of the growth in hosted contact centers 7
That mid-market push will be strongest in North America and Western Europe 7
Multitenanted environments will be more attractive to cost-conscious SMBs 7
The drivers for hosted contact centers remain unchanged 9
Customer Impact: Financial services and retail in the eye of the storm 12
Financial services begins to understand CapEx concerns 12
No longer early adopters 13
Near term will become medium term 14
Retail discovers excess capacity 14
Build it, but no one comes 14
Three customer categories 15
Competitive Landscape 16
Three vendor categories 16
Transera Communications 16
Verizon Business 17
LiveOps 17
Go to Market 19
Recommendations 19
Combining hosted contact center vendor, SP and consultancy's competencies can strengthen a hosted solution 19
Combining outsourcing services with a hosted contact center platform doubles the OpEx benefit 19
Verticalize into markets that still have signs of life 20
APPENDIX 21
Definitions 21
Capital Expenditure (CapEx) 21
On-premise Managed Services 21
Operational Expenditiure (OpEx) 21
Work at Home Agents (WAHA) 21
Methodology 21
Further reading 21
Ask the analyst 21
Datamonitor consulting 22
Disclaimer 22
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Table 1: Hosted agent positions, 2007 - 2013 (000s) 6
Figure 1: Evolution and sizebands of hosted contact center services in US and WE 8
Figure 2: The hidden costs of contact center implementations 9
Figure 3: Strategic goals of contact center managers, 2008-2009 10
Figure 4: Barriers to uptake of hosted contact centers 13
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