Why Impact of Hosted Call Center Services is a Bon?

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When we talk about Hosted Call Center Services, our mind should think about cloud-based services because hosted call center services are nothing but the extended version of cloud-based call center services. The functionality of both services is similar to each other in many aspects. 

Allocating phones and hiring people isn’t a trend anymore, now call centers have appropriate software specialty designed for a better streamlined call operation, better services, and quick resolution. Hence, call center solutions not only help you out with monitoring, managing, and routing calls which engage your client with the best call center solution.

Cloud And Hosted Call Center Services

The infrastructure and software of hosted call center solutions refers to a system that needs to manage customer interactions. It is outsourced to a third-party provider and hosted off-site in their data centers. Whereas the traditional on-premises call center businesses are bound to purchase and maintain their respective hardware and software, the service provider gets the shifted responsibility of infrastructure management from a hosted solution. 

Let’s put forward a cloud call center solution, which is a software solution where the infrastructure and software are used to manage customer interaction.  The Call Management Software provides services to the call centers or contact centers. For instance, inbound and outbound calls, emails, chats, and social media messages, are hosted and operated remotely via the Internet or in the cloud. Also, cloud call center solutions never like to work with traditional on-premises strategy which generally requires businesses to invest in costly hardware and software licenses, unless cloud service providers offer a more flexible and scalable alternative.

The third-party providers manage and store all communication data, applications, and resources in a cloud-based setup that, too is an off-site data center owned and maintained by themselves.

Some Common Features Of Both Services

  1. Automatic Call Distribution (ACD)
  1. Call Recording
  1. CRM Integration
  1. Interactive Voice Response (IVR)
  1. Multi-Channel Support
  1. Scalability
  1. Remote Access
  1. Call Queuing and Callback
  1. Security and Compliance

Wind Up

The key contrast lies in the deployment model, while both hosted and cloud-based call center services offer similar features. There will be a third-party provider who hosts the infrastructure in their data centers, thus the hosted solution typically involves outsourcing the management of hardware and software to third parties only.

Allowing businesses to access call center functionalities over the internet without the need for on-premises hardware or software cloud-based solutions leverage the scalability and flexibility of cloud computing.

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