Leverage a Hosted Call Center Solution to Optimize Your Business
Hosted call centers have revolutionized the way businesses support their customers. If you're still using a Iegacy call center with expensive hardware, software and office space investments required for your agents to serve consumers, you’re missing an opportunity to save money and improve efficiency. Hosted contact centers eliminate costly infrastructure investments and maintenance fees while enabling you to serve your consumers better. Hosted contact centers are offsite call centers hosted by a third-party provider. Your team just needs an internet connection to remotely access the system to engage with customers.
Understanding Hosted Contact Centers
Consumers expect omnichannel support, meaning they want to reach your organization on their preferred channel—whether that's by phone, social media, email or messenger apps. Hosted Voice over Internet Protocol (VoIP) contact centers can help you meet this consumer demand without hassle or an extravagant upfront investment. Key components include:
Cloud-based infrastructure: Cloud-based centers are solutions hosted in the cloud, offering your organization additional security, scalability and accessibility compared to traditional call center models. Cloud-based infrastructure also means you won't need hardware and premises-based phone center resources.
Virtualized software solutions: Hosted contact center technology eliminates the need for your support agents to be at the same physical location to support customers. With virtualization, agents can work from anywhere with an internet connection. Physical infrastructure and copper wires are no longer required.
Scalable and flexible models: Hosted solutions are more scalable than traditional, on-premise systems. If your business is seasonal, you can seamlessly scale services up or down, adding or removing users to your subscription. With hosted contact centers enabling remote work, you can hire an unlimited number of agents from all over the world.
Hosted contact centers and cloud-based contact centers are slightly different. Hosted contact center solutions can live in a traditional data center or the cloud. Cloud contact centers are exclusively cloud-based.
The Advantages of a Hosted Contact Center
Hosted contact center service providers deliver innovative solutions, outperforming legacy systems on multiple fronts. The key benefits of a hosted center include:
Cost-efficiency: Hosted contact centers are more affordable than legacy systems. The total cost of ownership is significantly less than that of an on-site system that requires expensive hardware and system maintenance. With a hosted contact center, you can avoid upfront equipment and infrastructure costs. You can scale services with usage-based pricing as demand changes. You get access to the latest features and automatic software updates. These advantages add up to an affordable solution that yields a high return on your investment.
