The report, titled “A Cost Comparison of All-in-One versus
“Perhaps not surprisingly those managers who had the greatest visibility into costs also showed a much lower total cost of ownership for all-in-one versus multi-point solutions. Clearly, employing multiple metrics beyond sticker price – including the cost of integrating, administering and upgrading systems – is an essential budgetary component of contact centre management best practices.” While the BenchmarkPortal report suggests that cost is at least one important factor responsible for the growing popularity of all-in-one solutions, it also shows that the controversy over sacrificing “best-of-breed” features may no longer be relevant in the minds of managers surveyed. “Our in-depth phone interviews with a sub-set of survey participants showed that those adopting all-in-one solutions were generally convinced that they were not missing out on best-of-breed functionality,” Belfiore said. “One participant explained that by the time an all-in-one solution goes through several releases, it typically includes all core best-of-breed functionality anyway.” The BenchmarkPortal survey was sponsored by global business communications solutions provider, Interactive Intelligence Inc. (Nasdaq: ININ). The survey was conducted via the Web by polling BenchmarkPortal’s contact centre performance database – the world’s largest research repository with more than 25,000 global members representing 43 different industry sectors. Of those polled, BenchmarkPortal qualified 178 contact centre management respondents based on a roughly equal sampling of companies that used all-in-one and multi-point solutions. Respondents were also qualified based on a broad cross-section of size, industry, and geographic location. To provide a deeper analysis of its Web-based survey findings, BenchmarkPortal conducted follow-up phone interviews with a random subset of respondents. To download a complimentary copy of the BenchmarkPortal report, visit: http://www.inin.com/BenchmarkPortal/. 1 For the purpose of this report, systems composed of products or applications acquired from third-party vendors, despite being marketed as single “all-in-one,” “unified,” or “suite” solutions, were qualified as multi-point due to their multiple-hardware system architectures.