For years we’ve been hearing about the many advantages hosted call center solutions have over on-premises systems -- such as fast and easy deployment; reduced up-front costs by eliminating the need to invest in hardware and network infrastructure; reduced ongoing maintenance costs; improved scalability; simplified integration with CRM and back office systems; the ability to unify geographically dispersed centers onto a single platform; and access to the latest call center technologies.

We’ve also been hearing for years about how hosted call center solutions help facilitate new business models, including the much-coveted home-based agent model and the “informal contact center,” not to mention improved business continuity and far greater flexibility in terms of deployment.

But all of these capabilities have been around long enough now that they can arguably be considered “standard” or “traditional.” Now that call center technology has evolved to the next level -- with things like integrated multichannel communications (including SMS for the upcoming mobile revolution), integration with social networks, advanced speech recognition technology for easy customer self-service, and “personalization” -- not to mention the new capabilities afforded through the “cloud computing” model -- companies looking to upgrade their call center systems have additional criteria to consider. What they should really be looking for are solutions that deliver the “new” virtual call center – as opposed to the “traditional” virtual call center of yesteryear.

A new white paper from hosted call center solutions provider VoltDelta, “The New Virtual Contact Center - 6 Questions Answered,” outlines the major differences between the “traditional” hosted systems of the not-too-distant-past and today’s highly-flexible, feature-laden, “cloud”-based solutions. As per the white paper, some things to consider when shopping for a new virtual call center solution include:

“Agents & Automation – Many vendors specialize in either agent enabling systems or voice recognition. Few offer technology, processes and expertise encompassing call direction/queue management with voice recognition automation. Look for a source that spans agents and automation with core technology to ensure the seamless transition from automation to agent and optimal contact experience that defines the ‘New’ virtual contact center.

Multi-Channel Support – Simply offering contact solutions within multiple channels is not enough. Look for how contact channels can work together such as SMS messaging within an inbound or outbound voice recognition application.

Inbound & Outbound Automation – Voice recognition vendors have generally evolved from either an outbound alert heritage or inbound automated response background. If both capabilities are available they are frequently completely separate platforms due to addition at a later date of either inbound or outbound service designed to extend a product line. Explore issues such as seamlessly converting an outbound automated call to inbound voice recognition to identify if a vendor truly can deliver the voice recognition flexibility that characterizes the ‘new’ virtual contact center.”

Of course, there are other points to consider – and the white paper does a great job of explaining how the new features and capabilities of today’s cloud-based call center solutions actually help improve customer service (as opposed to focusing on how they create new efficiencies and hold down call center operating costs, which has been more heavily emphasized by call center solutions providers as of late, due the recession). It also does a great job of explaining the advantages today’s cloud-based call center solutions have over the “traditional” virtual solutions of just a few years ago.

“Efficiency remains a critical issue in evaluating how a virtual contact center can feasibly improve retention metrics and encourage loyalty,” the white paper states. “However, more effective customer care having a direct bearing on customer retention and differentiation are powerful ‘upside’ reasons for considering a virtual contact center solution.”

To download a free copy of this informative white paper, click here.