What is Hosted Contact Center?
Ganesh Kadam
Enterprise Solutions Architect l Presales Consultant l SDWAN | Security | Data Center | CCaaS | UCaaS | SASE | Cloud
Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. When software is?hosted, it is installed and hosted on a remote server, off-site, in a different location than your business. Hosted software is also managed by the manufacturer or a third-party vendor. Hosted software also is referred to as SaaS or cloud software, if the servers are virtualized.
Call center software is essential to businesses looking for a solution for communicating with customers. Top call center solutions give users the ability to communicate across a variety of channels including phone, email, live chat, instant message, SMS text, and social media. Call center software also may include auto dialer, call center monitors, call accounting solutions, call analytics, predictive dialer, computer telephony integration, interactive voice response, automatic call distributor, and speech analytics.
The HCC is a complete suite of contact center services that is part of IaaS, PaaS platform service, constantly evolving to address the dynamic needs of the market. The platform has a good scale of Virtualization, monitoring applications, and Load Balancers on the platform for better efficiencies. Customers ranging in BFSI, Service Providers, Manufacturing, Automobile & 3rd party BPOs verticals.
HCC Solution Components
Hosted CC IVR Features :
Campaign Manager Features :
领英推荐
InstaAgent Desktop Application Features
Advantages of HCC :?
Hosted call center software is more affordable than on-premise solutions. Hosted solutions are maintained by a service provider, so the call center is not responsible for implementing the software or maintaining it. Data centers hosting call center software usually are very secure and often offer multi-site redundancy for extra assurance against downtime or other issues.
Call centers prefer hosted software because you own it with an indefinite license. You pay once for it, and then you pay monthly maintenance fees for it. If you should stop paying for maintenance, the software continues to work at whatever version you used when you stopped paying. While hosted call center software does require a large upfront investment, many companies opt for it because they believe the initial investment is worthwhile since the provider is responsible for ensuring that the hosted software is managed, upgraded, and patched so that users always have access to updated and bug-free versions of their call center software.
Choosing the right hosted call center software is vital for efficient operations. Usability is key, of course, but you’ll also want to consider ease of setup and integration. Ideally, hosted call center software will integrate seamlessly with the other business software systems and solutions you’re already utilizing. For instance, many call centers integrate call center software solutions with their existing customer relationship management (CRM) solutions. Ensuring compatibility with existing solutions is one of the first steps to take when evaluating and comparing vendors.
In some cases, on-premise call center software is a better choice for an organization. If a company prefers to make an upfront investment rather than ongoing payments, for instance, on-premise solutions may be better suited. Likewise, call centers requiring a high level of customization may prefer on-premise solutions
Ganesh Kadam- Solutions Specialist, UCC & Cloud solutions