So what is software-as-a-service (SaaS)?
After being immersed in the contact center arena for quite some time, I have found that people are still having trouble grasping what software-as-a-service really is. Software-as-a-service, also known as SaaS, is an on demand software. The software is hosted in the cloud and a web browser acts as the medium for the customer to access it.
Think of it like renting an apartment, as opposed to owning one. Your landlord or property management company handles all of the maintenance headaches such as plumbing issues, broken air conditioning units, and changing light bulbs, while you enjoy the benefits of living in the apartment. SaaS can be seen as the same thing. It allows the customer to enjoy the product without worrying about the behind the scenes maintenance including updates and fixes. The customer uses the software, but its ‘skeleton’ remains unseen.
With the emergence of the cloud, contact center software and premise based solutions are creating a hybrid technology. It has become a blend of an on-demand solution and a product. True SaaS solutions in the contact center world are beneficial to the client because the customer doesn’t have to manage the software or understand the technology to use it. Let’s face it, most consumers are experts on using the technology, but don’t understand why it does what it does. The key to having a successful solution is by providing the best technology and service to the user without asking them to do too much or worry about understanding the architecture. It’s quite simple, the better the technology, the less I have to understand.
As I was getting coffee this morning, I told a co-worker about my short and sweet blog, he mentioned that 'saas' in Indian, means mother-in-law. Food for thought....
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