A hosted contact center plays an important role in augmenting customer experience with an organization. A hosted contact center solution is a system managed by the service provider’s back-office system. It allows an organization to manage their inbound, outbound, and voice-based self-service customer interactions smoothly and efficiently.
What do you understand about contact centers?
A contact center is a robust communications solution that assists businesses in serving their customers, prospects, as well as partners across various channels. Unlike a call center system that covers voice calls, a contact center is a feature-rich solution that covers several types of communication.
Since today’s customers expect a lot from the brands they deal with, organizations must keep up with the expectations of their customers to stay ahead in the competition. Customers want quick and effective solutions to their queries on their choice of channel. A fully functional and efficient communication system can help organizations match their customers’ expectations. A hosted contact center software is one of the best and powerful systems that can help a business to empower its communication system while offering a superior customer experience. As the name suggests, a hosted contact center system is hosted at the service provider’s physical location or on the cloud instead of on-premises.
Benefits of hosted contact center system
A hosted contact center, also known as a virtual contact center comprises various exceptional benefits compared to traditional on-premises contact centers. Some of the key advantages of hosted contact center software include:
Provide various services: A hosted contact center system provides all the key services that are usually offered by an on-premise customer service center, along with exceptional tech support.
Support various digital channels: Many customers these days are swiftly moving towards digital channels to connect with various brands. They prefer using channels like social media, web apps, and mobile for getting customer service. A hosted contact center system can support all these channels without the need for extra infrastructure, support, and maintenance costs.
Virtualization: Today’s hosted contact centers no longer rely on physical infrastructure along with complex wiring and installation systems. It means that now agents can easily access their workstations from anywhere with the help of an internet connection. This is perhaps the best benefit of hosted contact centers that make them the most appropriate option for employees working remotely as well as for those who need to travel often.
Feature-rich solution: Hosted contact centers not only help in managing phone calls but also streamline the entire workflow with their unique, exceptional, and easy-to-implement features. Some of these features include:
- Call recording and call monitoring
- Internal chat option
- Call queue and call parking
- Agent status or call presence
- Simple call transferring
- Easy integrations facilitating centralized access to data
Allow Computer Telephony Integration (CTI): Many hosted contact centers allow organizations to implement Computer Telephony Integration (CTI). It assists users in connecting their phone systems with their existing business tools and apps. One such tool is the Customer Relationship Manager (CRM) tool. It provides instant access to the whole information about the customer which agents can use to deliver a superior customer experience.
Advanced IVR capability: Hosted contact centers come with an advanced Interactive Voice Response (IVR) system. It is a computerized phone system with a call routing facility. It provides on-demand, self-service options, and if required routes the calls to the most suitable agents for handling an issue in a better manner. Unlike basic IVR systems that use voice recognition technology and keypad entries to route the calls, Advanced IVR systems make use of Natural Language Processing (NLP) to understand full sentences and answers to open-ended questions. This facilitates quicker answers to customer’s queries.
The reduced total cost of ownership and Increased ROI: On-premises contact centers involve costs like hardware, software licenses, maintenance, staff or contractors hiring, recurring vendor charges, and training. On the other hand with hosted contact centers, there is no requirement for on-premises equipment, no installation, no need to hire contractors and staff for maintenance, etc. Everything will be taken care of by the service provider. Thus, organizations can enjoy improved ROI.
Real-time reporting: hosted contact center software allows organizations to analyze their key metrics in real-time like call handle times, queue times, call abandonment rates, agent uptime, first-call resolution (FCR), etc. All this data helps the organization in tracking and improving their contact center’s performance.
Looking at all the above-mentioned benefits, it would be correct to say that hosted contact centers are one of the most efficient and cost-effective ways to manage and streamline an organization’s communication system. When outsourced to a professional service provider, it can bring a better return on investment (ROI) for organizations.