Hosted call
center communication suite is the set of applications designed for contact
centers to help them move away from high up-front expenditure, non-linear operations
and expensive technology investments. A hosted call center solution works as an
on-demand SaaS cloud model. The software is hosted at the data centers of
service provider. Whether a call center needs additional capacity to deal with
a sudden market opportunity or cut down the service, the hosted call center solution
reduces the capital outlay and makes business venture completely sustainable
and risk free.
Packing the
punch of advanced technologies such as ACD, e-mail, IVR, chat, co-browsing,
CTI, predictive dialer, intelligent routing, call recording, and history, the
hosted call center solution is not restricted to location. Whether the agents are calling internationally
or exploring the market opportunities in the domestic market, the hosted contact
center solution shifts the excess CAPEX and OPEX expenditures to pay-as-you-go
model.
Hosted call center solution can help managers to overcome
problems suchlike agent idle time, dialer delay, contact-phobic customers,
machine malfunctions and pilot errors. With no worries of technology upgrades
and maintenance, a right hosted solution for call center can work wonders for
call centers in terms of productivity.
With a right hosted
contact center solution, contact center can part ways with the problems and enhance
the productivity to a tee. The operations become more streamlined as supervisors
can silently listen to the call, barge-in and whisper. Co-browsing is very much
possible and multi-site routing is enabled. It can be integrated with third
party applications such as CRM etc and do not have to replace the existing web
architecture.
Leveraging the
virtualization capability, the call center not only can employ remotely located
agents but also supervise them to assess their performance. The solution for
hosted call center has next generation features such as compliance to DND, quality
monitoring, ACD, IVR, lead management and capability to run multiple campaigns
simultaneously. Completely scalable and unified, the responsibilities of the maintenance
and software upgrade of the model lies with the service provider.
A hosted call
center dialer solution eliminates the worries and concerns of call center management.
It works as a one stop destination for the technologies and applications which
are required to operate a call center successfully.
More: http://www.hsengine.com/s_Sustainable+Business.html
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