It seems more and more big BPO companies are jumping on the SaaS (software as a service) bandwagon. The process allows businesses to pay for the use of software “on demand” rather than purchasing the whole suite. SaaS providers host the software on the web or download it onto the consumer device and disable it upon expiration of the service contract.
The popularity of SaaS is due, more than anything, to the need to cut costs amid the financial crisis; of which the BPO industry has thrived upon. As such, experts are predicting that call centers will increasingly move towards the direction of SaaS, also known as “cloud computing” and “hosted solution”.
Philippine call center operator, Transcom, has already signed a multi-million dollar contract with Australian call center technology vendor, Call Design, that involves the latter delivering a hosted workforce management solution. Accenture has also supported SaaS as a solution for companies eager to expand without investing in too much capital.