Interactive Intelligence Research Report Sample

In 2006 we completed a study into an emerging model of contact center technology – the all-in-one model -- in which one vendor provides all needed solutions on a single platform. We surveyed the people and explored the processes that are keys to the acquisition and implementation of technology in today’s contact centers. In particular we sought to understand base-line decisions made regarding a “multiple point solution” approach as opposed to the “all-in-one” contact center suite approach.

The resulting research paper, entitled “A Comparison of All-in-One versus Multi-Point Contact Center Solutions” has been the subject of considerable and fruitful comment for its ground-breaking information and insights as regards the all-in-one approach. Major findings included:

• Administration requires more resources for multi-point contact centers than for all-in-one centers.
• Integration is usually simplified, and the reported ability to leverage the functionality of various applications, is enhanced with all-in-one offerings.
• The ongoing addition of most new technology, applications, and functionality, appears significantly easier for customers who have deployed an all-in-one solution versus those who choose a different vendor for each solution.
• As a whole, contact center managers recognize the value of reducing the number of vendors they must deal with in the deployment and maintenance of contact center technology.
• The total cost of ownership of technology appears less for an all-in-one solution contact center when compared with its multi-point counter part.

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