Nemertes Impact Analysis:

BT (NYSE: BT) has added per-hour/per-minute pricing options for its Next Generation Contact Centre (NGCC), highlighting growing interest in hosted contact center solutions. Customers using either shared platform NGCC On-Demand, or dedicated platform NGCC On-Net can choose from pricing models, including per concurrent agent, per logged-in agent, and now per hour or minute.

Recent feedback from IT practitioners indicates increasing interest in a “pay as you go” model that requires low capital investment, offers scalability and provides multi-channel UC features, especially among industries where scalability is key.

Impacts:

Enterprises: Does your contact center traffic fluctuate? Evaluate hosted solutions both for short term cost savings and as a long-term strategy to meet demand for multi-mode communication in the contact center.

Vendors/providers: Hosted contact centers will gain momentum. To capture market share you must extend your global reach, incorporate UC features, and offer flexible payment options.

Investors: Puts competitive pressure on premise based vendors including privately held Avaya and Aspect, Cisco (NASDAQ:CSCO), and Alcatel Lucent (Genesys) (NYSE: ALU).

Katherine Trost, Research Analyst

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