If you already have an established call center systems infrastructure, I don't believe there is anything unique...
By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers.
about SaaS offerings that would make delivering self service any easier. In fact, you may be better off with more specialized on-premise applications like those from Knova Software or InQuira, Inc. as platforms to support your self-service initiatives. These enterprise-grade packages would better support your integration requirements and would provide more flexibility in working with disparate content sources.
With regard to speech analytics, this is still an emerging technology and a rapidly developing area. I'm aware of at least one SaaS offering for speech analytics, but nothing that's part of a more comprehensive SaaS call center solution. If you're in the small and midsized business category (SMB), SaaS could be a good way to test the value of speech analytics to your organization without a large upfront investment. If you have a large call center operation, I would probably point you toward best-in-class on-premise applications at this time for speech analytics.
Dig Deeper on SaaS CRM and CRM on demand vendors
Related Q&A from Steve Raye
One SearchCRM.com reader asks, "How do you suggest implementing CRM software in an organization that has diversified business interests?" Read Steve ...continue reading
Is it realistic to expect a one-month long implementation with SaaS CRM? Read advice from Steve Raye on implementing hosted CRM.continue reading
Is SaaS a viable option for a company with a lot of sensitive customer data? Yes, says hosted CRM expert Steve Raye. Read his reasons why.continue reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.