The name varies from call centers, customer care centers, contact centers and help desk but they all mean the same: “An integrated and usually automated communications system that coordinates all telephone and electronic contacts between an organization and the public.”

In the past, this “communication system” typically required an expensive telephone system paired with a very costly contact center management software. Not only were the upfront costs high, but the on-going maintenance costs for both the contact center software and phone system are staggering. Plus, many contact centers are seasonal in nature, but were forced to buy products and services to accommodate their peak season, which means many resources sit idle for the bulk of the year wasting organization’s much needed capital. And the never-ending cycle of software updates, patches and bug fixes always seem to impact the business at the worst possible times.