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Primary Matters Analyzes Hosted vs. On-Premise Contact Center Solutions


Kenwood, CA – (August 25, 2005) – Primary Matters, Inc., expert provider of activity-based contact center analysis, releases a new White Paper titled “On-Premise vs. Hosted Contact Center Solutions: What you Don’t Know...Can Hurt”. This paper compares the impact of obtaining an on-premise technology infrastructure with opting for a hosted environment.

With the popularity of hosted solutions on the rise, this white paper investigates whether the benefits of on-premise technology are still relevant in today’s continually evolving contact center world. With the ability to access productivity enhancing technology over the internet without the significant upfront investment, many contact center executives are quick to judge the investment in on-premise technology as too expensive. Still others conclude that premise solutions will provide a higher ROI, especially in a high growth environment, and that they will provide greater reliability and flexibility.

Using the activity-based decision support solution, The Primary Matters Guide® , the white paper analyzes the impact of both choices on a large and a small contact center.   A baseline is built for each center defining the personnel (productivity and costs) and system requirements (capacity and costs) as well as the work process steps involved in completing each center’s objective. The baseline describes the required resource projections for the center if the technology remains unchanged.

”What if” analyses are then performed to show how both centers would change after each proposed solution was implemented. The results of the analysis produced the following information:

  • How the headcount, budget and system requirements were impacted by each proposal,
  • When/if break-even would occur; and
  • Detailed reports showing ROI/TCO to support funding approval.

In reading this paper, you will learn why on-premise infrastructure should not be overlooked when considering implementing new technology, but should be examined along with hosted solutions to ensure the right decision is made for your specific contact center. This paper also explains why activity-based analysis is an exceptionally accurate method of determining which changes to your current technology or operations will have the most positive impact on your productivity and efficiency.

You can access this paper by visiting the Primary Matters website at the following link:

On Premise vs. Hosted Contact Center Solutions: What you Don't Know...Can Hurt

About Primary Matters, Inc.

Primary Matters, Inc. provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call 902-794-7095 or visit

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Last modified: May 31, 2006 .