A lot of people keep asking differences between Hosted and Premises based solution.
Basically a premise based solution is one where the technology is residing in your premises. There by you can own the technology but also have to maintain it. So you will need a IT Dept to manage the solution for you.
A Hosted technology is where the application is located remotly in some data center and is distributed through Internet. This is possible for International Centers only as in India VoIP at this level is still not allowed.
A few hosted providers that I came across are:
- Five9 (Recently pulled operations from India)
- Touchstar
- DACX from Drishti
- Aspect (A Reseller provides hosted service)
- Vicidial based solutions
You have to sign up on a monthly leased basis and voIP may or may not be billed inclusive. Consider legal issues also. I am not sure if five9 has a voip license also in india.
In general if you are a small timer wanting to experiment in this buisness without getting into lot of tech issues go for hosted as IT is not a major hassle there but as always there is a cost involved to it.
Yes i agree that there are a lot of cons associated with the choice of hosted model but the following may fall in the category with and thus act as cons of a virtual call center
1) Any bandwidth fluctuation in your network or an RTO may disappear the dial tone and thus hamper the calling unless until an auto re connection or a manual reconnection betweent the remote and the customer end servers viz host and clients
2) through the above mentioned point a dedicated bandwidth line is a must for smooth functioning which involves high cost in terms of IPLC or TDM connectivities which is seldom a choice of new players unsure regarding returns
3) From a longer time frame viewpoint a hosted model is a no no for entrepreneurs resulting in 10-15 times the premised base cost in an year and increasing exponentially
for ex if a premised based technology capex is 5 lacs and a hosted setup on opex model is 1 lac per annum the cost is covered in 5 months merely and rest all are extra expenses
4) In the game of low capex and only opex the cost of setting up is in anyways involved in purchasing a voip gateway router modem etc along with the generic hardware
5) In order to gain a low capex advantage entrepreneurs often misjudge the advantage of an asset creation rather then living in a fools paradise on operating on a low cost
6) Yesterdays companies offer a hire purchase model or tenured payment flexibilities due to competition where in the customer can quit or own during anytime of the tenure when the call center model becomes stable
7) We have more than 150 customers 80 % of which began with a rental premised model and later converted to a premised based when they were sure of the returns from their respective clients and also vise versa.. some of them quit after returning the hardware and getting their deposits refunded by merely paying a rental of around 100 dollars per seat per month when they found the BPO activities are not their cup of tea.
Kartikey Sharma
BDM, ITG INDIA
+91-9314800061
We Offer all 3 modes possible in Hosted Rental premised/Hire Purchase and Premised based models for hardware based contact center operation mdoels
I agree with most points mentioned by you Mr Sharma. In india specially when IT manpower is cheap hosted or SAAS in general will take time to take off.
The real advantage will come when application scenarios are dynamically changing and one would want a managed solution. Look at what orange business services or for that matter reliance is planning.
I am waiting for a day when google launches a Enterprise communications suite on network.
We that is Telesynergy or itgindia tried exploring the soft switch based dialer based on asterisk majorly based on vicidial by designing our own application and also tying up with the existing vendors but the experience was not good as the product is cheap but not only non reliable but impossible to produce a flawlless system and thus a satisfied customer.
When we launched our soft dialer and sold it to some customer and it ended up giving us lots of issues and problems which led us to come back on our USP through which we managed to sell our hardware based call center solution to our 150 satisfied companies throughout india.
We are still successfully selling ou hard dialer in india and abroad in hosted premised and renal models.
You can call me for any further details on 0091 9314800061.
Regards,
Kartikey Sharma
BDM, ITG INDIA
+91-9314800061
biz_itg on yahoo,msn and skype
Hi Folks,
Was reading my own postings and some responses just a few years back and the market has taken a somersault within few months and years. Today 90% of the SME industry is working on soft switch based predictive dialer mechanism. Rest 10% are blessed with pretty understanding clients i would say otherwise would have been a switch to soft switch. Today we are selling Voip Minutes and providing an open source dialer for free to all our overseas clients. For Indian Clients we are providing DOT minutes over dialer consultancy services. Using the soft dialer we have learnt how to do things simply , effectively and cheaply ofcourse within last 4 months where we expanded to 16 centers after an R & D of 11 months to learn the same including testing.
Both hosted and premised models are a hit here and a freedom from RJ 11′s and mammotth of wires and also a cost cutting of routers voip gateways PBX’s and bulky channel banks and heavy extensions switches.
this is a case study of a generic 20 seated setup saving on a soft dialer
hw based would have required
1 E1 voip gateway 100000 INR
CTI hw 400000 INR
predictive dialer software 50000 INR
headsets and dialpads X 22 > 5000 X 22 = 100000 min or approx
rest PC , network , minutes and bw etc remain same or here and there
now in a soft dialer
no gateway
no CTI hw ( unless you use digum sangoma or domestic PRi setting )
no predictive dialer software price as the same is for free until unless consultancy involved
headset dialpad 10 $ each approx 500 X 22 INR = 10000 INR
A 20 seated center earns 650000 of a net profit in 9 initial months and 6 months for old and running centers
THINK
It is not that hard dialers are outdated or a NO NO but still i would say only centers higher than say 80 seats or above requiring centralized non replicated setup meet viability purchasing it OR those having specifically niche requirements
There are more than 200 vendors in India alone ( 90% of them are not direct dialer providers ofcourse )who provide these solutions and it is strange that one never did a homework before purchasing. Hence one has enough options to chose from i hope.
competition is tough so vendors like us are providing it free with voip minutes which in case the center will have to spend on.
For start ups and initial players who want to enter industry we never prefer them to purchase a hard dialer from us being the only vendor
to provide hosted premised rental EMI hardware based and software based dialer under one roof.
Now additionally apart from the cost
Remote setup within 4 hrs of payment realization
Remote Management
1 E1 = 30 channels and 20 seats on soft dialer = 80 trunks / channels
which means wait time of 1 to 20 seconds for an agent who is on the same salary
remote barge in with additional voip resources
remote management
better work from home
Many additional features with better hot transfer and blind transfers
CRM and customizations are far easier as the code can be played around with
try our services @ 12500 for 15 days on 5 seats for voip minutes and predictive dialer
Demo possible
You can contact me for end to end call center solutions in
Soft predictive dialer
click to call
Hosted predictive dialer
auto dialer
Voip Minutes
inbound ACD
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Requests:
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We welcome resellers and consultants but not interested in solving 100 queries with zero business
Kartikey Sharma
MD, Avyukta Intellicall Consulting Pvt. Ltd.
Cell +91-9549999916 +91-9314800061
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