An Overview of Hosted Call Center Solutions
You may have heard about on-premises, hosted and cloud-based call center solutions and might feel confused about which one is best for your business. A hosted call center software is hosted by a third-party service provider with all hardware set-up managed and maintained at the provider’s location. This type of call center technology is a better option than on-premises call center solutions. This saves your time and cost spent on maintenance and upgrades which you can invest in security and software licenses. They manage inbound and outbound communication using service provider systems other than on-premises solutions. Shortly, hosted services reduce your pressure and allow you to focus on key aspects of your business. However, Hosted Call Center Solutions offer little scalability and flexibility as advanced cloud-based contact centers do. Still, they offer better security, functionality, affordability and ease of deployment than on-premises solutions.
Hosted vs On-Premises vs Cloud Solutions
A browser-accessible communication solution has transformed the way call centers work but for good reason. In today’s competitive business environment, both inbound and outbound call centers are taking benefit from cloud-based software. These AI-powered and flexible solutions have not only reduced operational costs but also allowed instant scalability with the latest trends. In recent years, startups and companies considering updating their legacy hardware have found it feasible to connect to remote servers. However, call center technology has evolved more than that and hosted software lacks flexibility and agility. That is why they are a better choice than traditional on-premises solutions in terms of maintenance and affordability. Still, Hosted Call Center Solutions is not a good choice as cloud call center software. Cloud call center solutions are very cost-effective and easy to set up and maintain. This means you can better focus on providing exceptional customer service and manage team efficiently.
Digging Deeper into the Benefits of Better Alternative: Cloud-based Software
1. Promote Scalability
Cloud-based call centers serve as the best alternative to outdated on-site phone systems. As they allow the management of calls online, they are incredibly scalable and flexible. They empower businesses to easily scale their call operations up or down as per business needs. This flexibility helps to adapt to changing trends or sudden changes in call volume.
2. Cost Efficiency & Remote Access Facility
On-premise call centers need significant upfront costs in terms of infrastructure and maintenance. Cloud solutions cut these expenses while businesses pay for only the services they use. This facility has made it a more cost-effective option. Moreover, cloud technology enables agents to work from home, office or anywhere using an internet connection. This allows companies to access a global talent pool and enhance the productivity of their agents.
3. Quick Installation & Automatic Updates
Implementing a cloud call center is generally a faster process than installing a traditional on-premises solution. Likewise, service providers regularly update the software, ensuring that companies always have access to the latest features and improvements. This way, they can focus on core aspects without the worry of managing these updates internally.
4. Improves Customer Experience
Cloud call center software provides access to advanced features like intelligent routing, interactive voice response (IVR), and integration with CRM systems. These features help to improve the overall customer experience ensuring routing of calls to the right agents having relevant information readily available. The reporting and analytic tool gives business insights into customer behaviour, call performance and agent productivity. This data helps call center administration in making informed decisions to enhance the quality of call operations.
Indeed, cloud-based call centers are an ideal substitute for Hosted Call Center Solutions, especially for those looking to improve customer satisfaction and agents’ performance. However, hosted call centers are better options than on-premises solutions concerning saving costs and maintenance. In hosted call centers, the required infrastructure to manage inbound and outbound calls is kept at the physical location of the third-party service provider. It is also important to know that though all cloud centers are hosted, however, not every hosted call center has cloud technology. If you are looking for flexible call center solutions with reduced operational costs, meet CherryBerry UCM experts to grow your business.