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Cost-Benefit Analysis: Workplace Collaboration and Contact Center

Published on: March 31, 2020

Author: Robin Gareiss, President and Founder

Finances are a huge part of any technology decision. This study evaluates the total cost of operations for unified communications and contact center applications, as well as the return on investment. And, we gather ratings on the providers to round out the true cost to use the providers along with their performance. The study covers calling, meetings, and team collaboration, as well as contact center platforms. Specifically, we cover the following, segmented by vendor and rollout size:

  • Operational costs (subscription, IT staff, training, managed services, maintenance, network) for UC and contact center
  • Differences in cost between on-premises, hybrid, and cloud architectures
  • Savings and benefits (ie, travel, hiring time, efficiency, new revenue) companies realize when integrating apps, using single vs. multiple vendors, and adding new apps
  • Cost differences between using a single provider vs multiple providers.
  • Cost and cost benefits of using third-party management and monitoring tools

Enterprises use this data to help with vendor selection, to help secure budget, and to determine architecture and number of vendors.

Table of Contents
  • About Nemertes
  • About the Research Study
  • Definitions
  • Participant Profile
  • Success Group
  • Technology Adoption
    • Single Vendor
    • Multiple Vendors
  • Cost Benefit Analysis
    • UCaaS
    • Video
    • Meetings
    • Team Collaboration
  • Contact Center
  • UC Management
    • Specialty Tools
  • Deskphones
  • Webinar Platforms

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