Contact centers were traditionally operated on-premise using proprietary hardware and software. However, in the late 90s first generation, hosted contact center applications were released, but these failed to gain acceptance due to cost, features and flexibility that did not match the already existent on-premise contact centers. Second-generation on-demand contact center applications not only surpass their predecessors with advanced technology, they also deliver clear advantages over on-premise systems.

The inability of these early prototypes to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing in the context of feature-rich, low-cost, hosted contact center solutions. This paper presents the 6 myths of on-demand call center solutions and debunks them all.