Also, companies report these hosted call centers are typically deployed in weeks, and even days, rather than months, helping small entrepreneurial outfits move fast and not become bogged down in IT matters at the cost of focusing on their primary businesses. Larger companies, for the most part, have thus far tended to shy away from host call centers and other outsourced application administration because they worry about controlling such crucial applications. Also, these companies report few if any availability, uptime, or dependability issues. They note that call-center hosts are experts in running and maintaining these applications, since they manage multiple numbers of theapplications and have learned them inside and out. Many of the companies offering hosted call centers tend to be small, which typically makes for a good match.
Customers report good service from ASPs.
Giga's Herrell says the hosted apps also benefit fast-growing smaller companies. But certainly, companies need to consider the potential drawbacks of hosted call centers, such as integration problems with other applications. That's been the case at CellMania. Robb says that having a product hosted does impose limitations because eGain manages the application. Robb's in-house IT staff isn't developing much knowledge about the product or how it could be integrated with other applications run by the company.