11 TCO traps to avoid in contact center customer service software – what they won’t tell you

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Total Cost of Ownership (TCO) is clearly a concern of IT executives and business managers, when it comes to buying, maintaining and extracting business value from enterprise software. This brief examines some of the obvious and not-so-obvious TCO traps that companies should be aware of, as they select, implement and maintain contact center customer service, customer interaction management or eService software–cost drivers that many vendors don’t want you to know about. Whether you are in the process of acquiring CRM customer service software or you are already using such solutions, leveraging the uncommon knowledge and tips contained in this paper will put you on the fast track to minimizing costs and maximizing ROI.

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