What is a Hosted Call Center Solutions?
A hosted call center solutions is a communications solution hosted at the physical location of your service provider or in the cloud rather than on your premises.
Cloud services and hosted services are frequently used interchangeably. On the other hand, cloud services are a subset of hosted services. It is because hosted services include any infrastructure outside of the user’s physical location, including both the vendor’s location and the cloud.
A hosted contact center solution enables you to efficiently serve your prospects, customers, and partners across multiple channels.
It differs from a call center in that it handles multiple types of communication rather than just voice calls.
Call Center vs. Hosted Call Center Solutions: Key differences.
A call center is an office that handles a company’s inbound and outbound calls. Potential and existing customers, partners, and internal staff are all included. Businesses commonly use call centers for sales and customer service.
A Private Branch Exchange (PBX) that runs on physical phone lines is used in traditional call centers. A VoIP call center is a more adaptable solution. It is powered by a broadband connection and has a plethora of features.
Modern call center software built on IP telephony provides several advantages:
- Capability to handle a large number of calls
- Excellent for remote teams
- Comprehensive call analytics
- Scalability and affordability
- Effortless features to accelerate workflow
A call center only takes phone calls. On the other hand, a contact center includes additional channels such as email, live chat, SMS, instant messaging, and support tickets.
Contact centers are also omnichannel because they allow customers to communicate with you via their preferred channel.
For many businesses, voice calls have evolved into an escalation channel rather than a primary service. It means channels like web chat and mobile self-service are becoming more popular.
You can run more effective sales and marketing campaigns with a contact center platform. It gives you access to the entire customer journey, regardless of channel. You can also resolve customer issues faster thanks to easy access to previous interactions.
Advantages of a Hosted Call Center Solutions
A hosted contact center offers significant advantages compared to traditional on-premises contact centers. It is also referred to as a virtual contact center.
Virtualization of Contact Centers
The days of a crowded, noisy contact center in a room are numbered. Physical infrastructure and copper wires are not required for hosted contact centers. It means that your agents can access their workstations from anywhere they have internet access.
It makes hosted contact centers an excellent choice for remote workers and those who are frequently on the move.
Powerful Integrations for Centralized Access to Data
Computer Telephony Integration is possible with hosted contact centers (CTI). This allows you to integrate your phone system with your existing business tools and apps.
A Customer Relationship Manager (CRM) tool is one of these tools. It provides instant access to all your information about the customer, such as previous purchases and interactions.
This enables you to maximize customer satisfaction by optimizing every customer interaction.
Advanced IVR and Call Treatment
IVR (Interactive Voice Response) is a telephone system that can route calls. It provides on-demand, self-service options to your customers and routes call to the best agent for the issue.
Voice recognition technology and keypad entries are used in basic IVR systems to route calls. Natural Language Processing (NLP), a type of conversational AI, is used by advanced IVR systems to understand whole sentences and responses to open-ended questions.
Your customers will receive faster responses, and your agents will be more efficient.
Outbound Campaigns
A call center software solution can help you manage an outbound calling campaign.
Instead of manually dialing each number in an outbound campaign, you can configure the platform to dial contacts from an imported list and route the call to an available agent.
This relieves your agents of monotonous, repetitive tasks. They can concentrate on the most critical conversation with the customer.
Conclusion
The best thing about cloud-based communication solutions is that they are adaptable and scalable as your business grows.
Consider a contact center to take more customer calls and better manage your call flow. You’ll be able to automate multi-channel customer support and create self-service options to ensure that your customers are mostly taken care of, no matter how busy you get.
