Page 25 - CHCS

Supporting Student Notes:

• Historically, enterprises deployed technology on their premises and the technology was supported by in-house technicians or
experts. That model is losing traction gradually. It has the lowest compounded annual growth rate at 12% compared to 27% for
managed CPE and 41% for Cloud.

• Enterprises are increasingly outsourcing the technology and the administration and although there is still plenty of good growth in
managed services, particularly in managing their private cloud infrasructures it is ultimately limited by scalability and the fact that
customers no longer want to own IT assets.

• Hosted contact center infrastructure solutions are steadily gaining ground in enterprises of all sizes and in variety of public and
corporate verticals. (Hosting is also referred to as software-as-a-service (SaaS), communications-as-a-service (CaaS) or platform-as-
a-service (PaaS).) Adoption is increasing at a rapid rate and is expected to continue to pick up momentum because, among other
advantages, these solutions require a minimal cash outlay and provide quick deployment, rapid and quantifiable return on
investment, scalability and agility, ongoing investment protection and a reduced maintenance burden.

Example of Best of all Worlds:

• A Hybrid approach best suited an operator of photo studios across the US, as it provided the flexibility and cost savings of a hosted
solution for remote studios, but also allowed the HQ to host Contact Center on prem. Initial bookings: HCS $412K CPE $138K;
Future: HCS and CPE estimated at $1 million.

• City Council needed to deploy a new Contact Center but conversations evolved to include voice, and HCS was introduced to deliver
voice services and advanced UC functionality such as Jabber and single number reach, quickly and efficiently. Initial deployment=
100 HCS licences Total Booking Potential: 5000 HCS licences + CPE= $5-6M.