What is a SaaS Call Center?

Software as a Service (SaaS) is a software distribution and licensing model in which a vendor hosts software in the cloud and makes it available for clients to access via the internet. This means the vendor is responsible for managing not just the software, but also the related hardware and database, and charging the client a monthly subscription fee. Comparatively, organizations that opt for an on-premises model are responsible for the management, maintenance and capital expenditure related to their hardware.

Benefits of SaaS contact center software

The SaaS model is available to support any number of business functions, including human resources, accounting, billing, email, and contact center solutions. Organizations that use software as a service choose it for the many benefits it offers, including:

• Less IT overhead - Clients don't have to buy servers, hire a system administrator, load software updates, or tune databases - that's handled by the vendor, allowing the client to put their focus elsewhere.
• Flexibility - SaaS typically allows clients to quickly scale up or down, pay only for what they use, and terminate the arrangement with little notice.
• Ubiquitous access - Because SaaS applications are accessed through the internet, all that's needed is a computer and internet access. This makes it a good model for companies that have a mobile workforce or employees that work from home.

Software as a service also has a few drawbacks. For example, SaaS providers are typically less likely to customize their contact center software, although clients might accomplish what they need with configuration options. Also, not all SaaS contact center solution providers are created equal - clients should ensure vendors have relevant security certifications and that contracts contain acceptable terms.