Virtual Call Center

UC has redefined the communications field, allowing connection through multiple avenues via a single unified platform or interface. The incorporation of a unified solution can enhance your virtual call center software’s reach, increase customer service levels and allow you to more intelligently serve your customer base.

Hosted and cloud based UC suites offer access to this technology with distinct advantages over premise based model. Hosted solutions offer low startup costs, remove the need for onsite maintenance and are constantly update with the current firmware.

When you incorporate a hosted UC service like the one offered by Genesys (News - Alert) you can expect to increase communicative ability, reduce start up cost and have the maintenance handled by skilled professionals off site. The advantages of Hosted UC service will be discussed in full during a new four-part webinar series hosted by Ovum (News - Alert) senior analyst Ian Jacobs.

Listeners will learn how hosted solutions can reduce risks, facilitate work-at-home agents, and cost effectively scale to meet seasonal or peak demands. It's time to take another look at hosted solutions. View the webinar series now and navigate to the chapter of your choice.

Here’s a breakdown of each chapter and what it will focus on:

Chapter 1: Green Field It!

Ian Jacobs talks about the advantage of building a customer service game plan from the ground up—instead of re-purposing something that you're already using. You'll end up with something far more flexible and effective with far better control.

 Chapter 2: Dispelling 4 Common Misperceptions

In this chapter, Jacobs explains away the misconceptions that persist about the hosted contact center—a great second look at hosted solutions, which combine the control of traditional solutions with the low capital expenditure, faster go-to-market times, and flexible payment options.

Chapter 3: Transform the Customer Experience

Listen to Genesys vice president of SaaS (News - Alert) /Hosted Strategy Christopher Morley discuss the need for engagement—both for customers and employees. The critical advantage of hosted solutions is two-fold: to promote deep customer service engagements and to foster innovation throughout your entire workforce.

Chapter 4: Use Cases for and Benefits of SaaS Services

In this chapter, Genesys Practice Lead Jim Kraeutler explains how to own each and every customer relationship. He'll also focus on some specific benefits that have been realized by customers who are using Genesys hosted services, including centralization, mobility, ROI, and local presence.

The webinar series is available now and interested parties can register here.

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 Chris DiMarco