Consumers expect omnichannel support, meaning they want to reach your organization on their preferred channel-whether that's by phone, social media, email or messenger apps. Hosted Voice over Internet Protocol (VoIP) contact centers can help you meet this consumer demand without hassle or an extravagant upfront investment. Key components include:

  • Cloud-based infrastructure:Cloud-based centers are solutions hosted in the cloud, offering your organization additional security, scalability and accessibility compared to traditional call center models. Cloud-based infrastructure also means you won't need hardware and premises-based phone center resources.
  • Virtualized software solutions:Hosted contact center technology eliminates the need for your support agents to be at the same physical location to support customers. With virtualization, agents can work from anywhere with an internet connection. Physical infrastructure and copper wires are no longer required.
  • Scalable and flexible models:Hosted solutions are more scalable than traditional, on-premise systems. If your business is seasonal, you can seamlessly scale services up or down, adding or removing users to your subscription. With hosted contact centers enabling remote work, you can hire an unlimited number of agents from all over the world.

Hosted contact centers andcloud-based contact centersare slightly different. Hosted contact center solutions can live in a traditional data center or the cloud. Cloud contact centers are exclusively cloud-based.

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CSG Systems International Inc. published this content on 02 July 2024 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 02 July 2024 15:34:04 UTC.