CCaaS subscription model background
Do you subscribe to TV or music streaming apps? Maybe you pay for cloud storage or even lease a car you couldn’t afford to buy outright. If so, you are not alone. The ‘subscriber age’ has been creeping up on us unawares during the past decade or so.
This ‘subscription model’ is a game changer for users and software vendors alike. It has proved a match made in heaven for the software users. The move to ‘the cloud’ has led to a significant shift in the way software is delivered. By swapping all-out budget-busting software purchases for subscription-based monthly payments, organisations have reaped huge financial benefits.
For the contact center industry specifically, the Contact Center as a Service (CCaaS) subscription model just makes sense – organisations now have more choice, more agility and more control over their software choices.
Here are 7 reasons why:
1. CAPEX vs OPEX
Large single software purchases are treated as capital expenditure (CAPEX) and depreciation is used to spread the cost over a number of years. Software subscriptions are seen as leases i.e. operational expenditure (OPEX), a regular payment, which makes accounting more transparent.
2. EASIER TO BUDGET
Huge outgoings can take months to secure – meetings, sign offs, raising capital etc. Subscriptions can be incorporated into the monthly budget structure – an expected expense which is lower risk and faster to implement.
Cloud services (at least those services geared to enterprise needs) deliver a full kitbag of core functionality at a reasonable baseline per-concurrent-user price. Things like ASR, TTS, speech analytics and AI bots tend to be delivered as ‘pay-as-you-use’ so unlike premise-based installs you don’t have to license technology that will sit idle most of the time. Also, as your business evolves and your usage profile changes, you won’t be tied in to paying for things that you don’t use.
Contact centers running on a CCaaS model need only pay for what they use. Need more agents for a seasonal ‘burst’ or marketing push? Simply scale up and then scale down afterwards.
The security of customer data is more critical than ever in the modern online-world; new threats can crop up daily. Historically, vendors would stop supporting older software, yet with the CCaaS model, like smartphones, security fixes are ongoing, ensuring you can be always running the latest version.
6. FEATURE ACCESS/ PERSONALISATION
The contact center software industry is constantly evolving. The subscription model gives companies the freedom to adjust their software requirements over time without buying a whole new package. Need a new media channel or the latest industry-specific AI? If your software architecture is built on APIs, swapping or adding integrations is a breeze.
7. INFRASTRUCTURE & MANAGEMENT
CCaaS is delivered from the cloud, so no hefty infrastructure outlay is required. And, because you are paying experts to manage and monitor the infrastructure for you, there’s no need to employ technical staff. The natural delivery mechanism for CCaaS is the browser and WebRTC for voice, meaning with the right CCaaS provider you can also mothball your legacy PBX infrastructure.
With minimal initial outlay, the ability to go live within hours or days and with a variable monthly fee linked to demand, there’s no time better than the present to make the move to the CCaaS subscription model and begin to enjoy the financial benefits.
Check out the second in this series of blogs, where we take a look at the 5 operational benefits of the CCaaS subscription model.