Glossary

Glossary | H | What is a hosted call center

What is a Hosted Call Center?

A hosted call center, also known as a cloud-based call center, is a type of call center where the software and hardware infrastructure are hosted and maintained by a third-party provider in the cloud. Many people still ask about the difference between an ordinary call center and a cloud-hosted call center.

Well, being backed by cloud-based infrastructure puts a call center on an advantageous side over a normal call center. Unlike traditional call centers that require businesses to purchase and manage their own equipment, a hosted call center allows companies to outsource their call center infrastructure to a third-party provider.

One of the biggest advantages of a hosted call center is scalability. With a traditional call center, businesses must purchase and maintain the necessary equipment and infrastructure to handle the peak call volume.

This can be costly and time-consuming, especially if call volume fluctuates throughout the year. With a hosted call center, however, businesses can easily scale up or down based on their call volume needs.

This means that businesses can quickly add or remove agents, phone lines, and other resources as needed, without the need for significant investment in infrastructure.

Another advantage of a hosted call center is flexibility. Hosted call centers can be accessed from anywhere with an internet connection, which means that agents can work remotely, from home, or at any other location.

This can be particularly, be useful for businesses with distributed workforces or for businesses that want to offer flexible work arrangements for their employees.

Additionally, a hosted call center can offer a wide range of features and integrations, such as CRM integration, call routing, and call recording, which can help businesses improve their customer service and streamline their operations.

Overall, a hosted call center can offer businesses a flexible and scalable solution for their customer service needs, without the need for significant investment in infrastructure. With a wide range of features and integrations available, businesses can customize their call center to meet their unique needs and improve their overall customer experience.

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