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A typical hosted call center is characterized by features such as automatic call dialing (ACD), hosted predictive dialer, call recording and more. The cloud-based contact center model provides organizations with a better alternative to traditional approach of in-sourcing contact center technology and tech support.

Organizations that leverage hosted call center solutions are sure to improve as these advanced features help them cut the cost on agents.

Telax Hosted Call Center, a provider of hosted call center solutions, has recently won a five-year contract from the State of Tennessee as part of the state’s initiative to give its agencies access to advanced call center solutions.

Telax Hosted Call Center capabilities include multi-channel ACD, self-service IVR, workforce management, recordings, reports, CRM integration, social media and more. The hosted call center with advanced features like ACD and hosted predictive dialer empowers state agency employees with an intuitive, browser-based user interface.

“Telax provides a key arrow in our quiver of service offerings,” said Bob Watson, communications systems analyst, Office of Information Resources, in a statement. “We are moving to an IP-based telephony environment and a hosted ACD solution will give our state agencies the ability to access cloud based contact center services."

The switch to hosted call center will allow state agencies to empower their employees with an intuitive, browser-based user interface that is easy to learn and use. With access to extensive intelligence gathering and reporting functions, state agencies are now able to monitor service levels in real time in order to provide an enhanced customer experience to citizens and other stakeholders.

The State of Tennessee is leading the way to implement cloud computing in federal agencies. According to estimates, the Cloud First strategy would save the federal government at least $5 billion annually with their implementation of cloud computing.

Want to learn more about cloud communications? Then be sure to attend Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX.  Stay in touch with everything happening at Cloud Communications Expo. Follow us on Twitter.