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What is a Hosted Call Center?

By Special Guest
Chris DiMarco

Hosted contact centers offer every premise based utility needed to run a call center in a pay as you go, modular format. The advent of higher Internet speeds means that it’s no longer incumbent on a company to host the software needed on their end; it can now be accessed via direct connection on a server managed by hosted call center provider. Since there is no installation, call centers can choose which utilities they require and purchase subscription that grant access to them. As new needs arise with expansion those centers employing a hosted call center solution will have instant access to the tools they need.

There are several advantages of the cloud including light startup cost with virtual no equipment to buy, flexibility in usage and elimination of maintenance. Because the software items are constantly upgraded and maintained on a providers server, companies are not under constraints that impeded them from constantly assessing the work load on their resource. Employers of hosted call center solutions can enjoy a virtually worry free tech setup that grants constant availability for customer service. This leaves managers more time to deal with staffing and customer issues rather than technical problems.

Literally every function once relegated to hardware can now be processed from a remote location using hosted call center technology.

Security is generally the number one concern of anyone moving to a hosted solution, and any time an operation relinquishes control of certain tools they’re likely to be concerned about the possibility of fraud or intrusion through their hosted solution. In truth, the benefits of the hosted call center are too great to ignore simply due to security concerns. The right tools put in place to protect your information – and that of your customers – will ensure you can enjoy the benefits of the solution, without putting your company at risk.

Hosted call centers have advanced substantially over the last several years and offer a compelling alternative for communications operation that need to go to market quickly with little up-front cost. When upgrading your call center considering a hosted option could result in substantial savings and flexibility in your customer service.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Rich Steeves