It was great to see the comments on my first article “Virtualization in the Contact Center” - how it made a positive impact on your business and for others a “kick-start” for deployment. You may have been wondering, where I disappeared to? I have been quite busy with new deployments in summer and hope to post more consistently in the coming months.
Software has always been known as something you install with hard (CD/DVD media) or soft (downloadable) goods. Software had a traditional way of running “installed” on the company’s infrastructure (servers/personal computers). This now changing with software as a service (SaaS).
Many of you have heard the coined term as “Web 2.0”. This is commonly associated with web applications that facilitate interactive information sharing, interoperability, user-centered design, and collaboration on the World Wide Web. Software company’s were quick to adapt with Web 2.0 and offer Software as a service (SaaS). With this business model in mind, we no longer rely on local computer overhead and software licensing duplication. Many new and existing software vendors offer a pay-per-user approach.
What are the advantages? To save money by not purchasing servers (low monthly obligation versus high up-front cost), instantly able to scale and be flexible to business demand, faster time to market, security (most SSL encrypted) and reliability (cloud based server clusters). Most software as a service (SaaS) programs run directly from the web browser or may require a simple installation of Sun Microsystems JAVA (minimal administration from an IT perspective).
What are the disadvantages? No internet - No application! Software as a service (SaaS) is not perfect and it will not provide the same benefits to all users. To the point, some may find it hard to give control or trust to third parties to manage their applications and data. Certain contact centers would require industry specific business applications for which software as a service (SaaS) solutions are not available and companies without clear business objectives and defined business processes will not benefit by it.
Are you going to utilize software as a service (SaaS) this year or next year? Do you currently use it? Do you use Google Docs? Open Office? Office Live? Virtual Hosted ACD/IVR/Agent consoles? Predictive Dialers? Workforce Management? CRM? What successes/challenges have you come across? I am looking forward to your feedback on this service.
Are you referring to ASP? Softwares provided or sold by IT companies?
Posted by: order taking philippines | December 22, 2010 at 10:37 PM
You have mentioned both the advantages and disadvantage
whats your final opinion about this
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Hi,
I appreciated your opinion, but what's your final discussion about it????.
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This is commonly associated with web applications that facilitate interactive information sharing,and it collaboration on the world wide web.
Posted by: mobile phones | March 10, 2011 at 04:07 AM
Telling the advantages as well.That is good.
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web browser or may require a simple installation of Sun Microsystems JAVA (minimal administration from an IT perspective).
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There are different sides to each software protocol.
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Posted by: computer service center | July 18, 2011 at 07:16 AM
Oh Great article. This is really interesting. SAS is very important in SEO :)
Posted by: call center | July 29, 2011 at 03:29 AM
Software will be the intention of all business purposes and your blogs mentioning all over tactics.
Posted by: Call Answering | July 29, 2011 at 07:19 AM
ya definitely important one sas
Posted by: BPO Services India | August 17, 2011 at 06:03 AM
It is sad that this doesnt have internet connection. These days there's a great need for interoperability and interconnectivity.
Posted by: real estate philippines | September 06, 2011 at 11:41 PM
technology certainly worked as a boost for outsourcing services industry, and using software as a service does create an enhancement.
Posted by: Call Center | September 23, 2011 at 05:42 AM
In order to benefit from SaaS you definitely need to set your goals in advance and to check whether the things you want to reach are corresponding to what that software could offer you.
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I love this article the explanation is clear he said the advantage and dis advantage of software as a service. Thank you for posting.
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Posted by: Abdiel Technologies | December 29, 2011 at 03:22 AM
Hello yourself, Sunaina.
I declare this blog post to be the most vindicatedly scintillating examination of SaaS in the blogosphere!
I do use SaaS, especially Office.
Thanks ever so much!
Yours sincerely,
Peter Davies
http://www.vicorp.com
Posted by: Peter Davies | December 30, 2011 at 04:55 AM