What Is a Hosted Contact Center?

 

Contact center building

Today, a modern contact center needs to meet customers’ expectations and excel in terms of communication. Customers need you, the provider, to deliver top-notch services on a channel they are most comfortable using. 

A hosted contact center offers robust solutions to meet those high demanding customer expectations. But, before we dive deeper into any details, here is what you should keep in mind throughout this article:

  • A hosted contact center should deliver high-quality communication solutions that clients find helpful across different channels. 
  • A critical difference between a hosted contact center and a call center is that a hosted contact center can cover a variety of communication methods. 
  • The communication solutions offered by the hosted contact center will be based on your provider’s physical location instead of on your premises.


In this article, we’re going to unpack what a hosted contact center is, as well as a few of the biggest benefits it has to offer.

 

Contact center phone and headset

Hosted Contact Center Vs. Traditional Call Center

In a hosted contact center, any software that you install is not done on your premises. Instead, the installation process occurs on a remote off-site server given by your solution provider.

Sometimes the terms cloud services and hosted services are often mixed up. The reality is that cloud services are a subset of hosted services. 

Typically hosted contact centers are referred to as “single-tenant.” With a single tenancy, each client has their autonomous database and ownership of the software. However, cloud contact centers are “multi-tenant.” Multi-tenancy indicates that a single instance of the software and its supporting infrastructure serves many customers.

Cloud contact changes all features of data center management to cloud-based servers that host many holders. This enables organizations to maintain nearly total flexibility on the number of call center employees and the extent of service hardware used across all call center processes chain levels. 

G12 Communications offers solutions targeted to meet your security and business needs with state-of-the-art customer service technology. Our services include:

Related: Everything You Need To Know About Direct Routing and Microsoft Teams

Do you want to learn more about the type of solutions we offer at G12 Communications? Send us a message or call us at 1 (877) 311-8750 today!

 

Lady smiling phone and laptop

Benefits of a Hosted Contact Center

A hosted solution can decrease operational costs and improve scaling flexibility. This setup allows organizations to bring better service performance by hosting hardware remotely while handling certain aspects in-house. Organizations now have more definite control over software implementation and the isolation of client data.

If you are unsure about going with a hosted contact center provider, consider the following benefits to help you make a wise business decision:

 

#1: Contact Centers Are Becoming Virtual

With technology rapidly evolving and workstations moving to a home environment, busy and noisy contact centers are disappearing. 

This is beneficial for employees that work remotely. As long as they have an internet connection, they can work from anywhere. 

These upgrades are making hosted contact centers an excellent solution for remote workers that are often moving places. 

Related: Why Hybrid Work Is More Than Just a Trend and Is Here to Stay

 

#2: New Software Innovations

A hosted contact center comes with features that make the agents and user experience much more enjoyable. These centers allow for more than just managing multiple calls at once. 

The new software features that make hosted contact centers outstand from the rest include:

  • Agent status (On-call or not)
  • Call queue
  • Seamlessly call transfer
  • Chat team
  • Centralized access to data
  • Call monitoring and recording

Another helpful tool is the Customer Relationship Manager (CRM). It gives immediate access to all the data about the customer, like past interactions or purchases.

 

#3: Renewed Interactive Voice Response

Interactive Voice Response (IVR) is an automatic phone system with call routing capacities. It gives your clients self-service options to route calls to the most suitable agent to find a solution.

The renewed IVR systems use Artificial intelligence combined with Natural Language Processing (NLP) to understand complete sentences and answer open-ended questions.

All of this is to the customer’s benefit, for they will get their answer more quickly and feel like they have an actual conversation with a person and not just a soulless robot.

 

#4: Total Cost of Ownership and ROI

Contact centers needed to make heavy upfront expenses to get the business up and running in the past. And sure enough, that equipment would get obsolete over time. However, this is becoming a thing of the past with hosted contact center services. 

To get an idea of how much you’ll be saving, consider the costly expenses of:

  • Training
  • Hardware
  • Software licenses
  • Hiring expert staff or contractors
  • Maintenance
  • Recurring vendor charges

Consider all of the total cost of ownership (TCO) and its return on investment (ROI) to see which option is superior for your business.

 

#5: Comprehensive Reporting

If your contact center is optimized with the latest software, you will see essential metrics that you can utilize to increase your business performance.  

The metrics you should be able to see include:

  • Handle times
  • First-call resolution (FCR)
  • Abandonment rates
  • Agent uptime
  • Queue times

These metrics above should help you improve and allow you to track your contact centers overall performance.

 

#6: Excellent Outbound Automated Systems

It is possible to configure the platform to make automated dial-outs from a list of contacts to an available agent. This option can be personalized and can remove much draining from repetitive tasks. 

Thanks to this, agents feel more relaxed and focused on what is more critical, like giving the customer the full attention they deserve. 

Related: 7 Questions You Need to Answer Before Choosing a UCaaS Platform & Provider

 

Conclusion

One of the most significant advantages of using a hosted contact center is that they are scalable and flexible enough to meet most modern business needs today. 

Consider a VoIP call center to take more customer calls and monitor your call flow better. The priority of your business is to make your customers feel they are always taken care of. Thanks to the new technological advances, customers can feel this, no matter how busy you get. 

Looking for fully integrated cloud system communication support for your contact center? Contact G12 Communications so you can overcome your most significant challenges today!

 

Share this post:

LET'S GET STARTED

You're in Good Hands with G12

Book a meeting today and we'll show you why you'll love calling us your cloud communications partner.

Book a Meeting Today