Hosted Call Center Market Becoming Commoditized

Mark J

Updated · Jun 10, 2010

A recent report from Frost & Sullivan says that the hosted call center market is becoming more competitive and price-oriented. As noted in this article on TMC Net, this, in turn, is driving more hosted call center vendors – who have been traditionally focused on the SMB space – to go after more large enterprises, where they can sell more seats.

“As the study notes, most hosted call center vendors are now offering all-in-one systems that integrate the core call center applications – ACD, IVR, call monitoring/recording, workforce management, reporting, etc. – on a single platform. Therefore feature sets and functionality aren't as much of an issue as they have been in the past: Most hosted call center vendors can now more nimbly deliver the features and capabilities that their customers really need.”

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