Virtual contact centre ups employment

Live-Agent's virtual contact centre home-based model is challenging traditional call centres to a new approach, states CallCentreHelper.

Live-Agents undergo an intensive recruitment process which results in lower churn - on average 15% compared to the rest of the industry, which runs at about 80%. This model of matching flexible resources to business customer demands means that over 2 000 agent jobs could be created in the next two years.

This business model is deploying 'LiveOps' On-Demand Contact Centre Platform. This cloud-computing-based call centre platform provides a pay-per-use solution.

Companies are increasingly adopting software-as-a-service (SaaS) or 'cloud'-based CRM solutions, as they continue to discover the many advantages cloud-based systems have over on-premises systems, reports TMCnet.

According to a November report from Gartner, the migration to SaaS or cloud-based CRM solutions won't be abating anytime soon. The firm's report, 'Market Trends: Software-as-a-service, worldwide, 2008-2013, update,' estimates the global SaaS revenue will reach $7.5 billion in 2009, a 17.7% increase from 2008 revenue of $6.4 billion.

The report predicts the SaaS market will show consistent growth through 2013, when worldwide SaaS revenue will total more than $14 billion for the enterprise application markets.

Wainhouse Research predicts that the unified communications or 'UC' industry will grow to $30 billion worth of annual revenue by 2013, says TMCnet.

That includes all revenue from sales of products and services ranging from business phone systems to conferencing to messaging servers and software.

While the market will actually experience negative compound annual growth on the product side, it will see robust positive growth in the services sector. Wainhouse anticipates that UC services revenues will eclipse those of traditional conferencing services by 2013 or 2014.