What is a Hosted Contact Center?

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Contact center software solutions are designed to help SMBs, mid-sized businesses, and large corporations effectively manage their customer communications, both inbound and outbound. While on-premise contact center systems are still widely used by organizations that want full control over their contact center infrastructure, hosted contact center solutions are becoming increasingly popular. They are easily scalable, more flexible, cost-effective, and best of all, can be deployed almost instantly.

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But how do you choose the one that best suits your company’s specific needs? You’ll need to consider features, pricing plans, and integration options, among other factors. In this article, we’ve compiled a list of the 8 best hosted contact center software solutions to help you choose the one that best suits your business.

Before we look at the providers, let’s quickly go over the basics. A hosted ecuador whatsapp number database contact center is a contact center software solution that is hosted in the cloud or on the premises of a third-party service provider, rather than hosted on a company’s own premises. Unlike their on-premise counterparts, which require a significant upfront investment and weeks of deployment, hosted contact centers can be deployed much faster and are more affordable. They also offer greater scalability and flexibility. Agents only need a laptop, desktop, or mobile device to access the system and manage customer interactions, which also means they can work remotely from the comfort of their own location.

Hosted Contact Centers vs. Cloud Contact Centers: What’s the Difference?
Hosted contact centers are often referred to as cloud contact centers (also known as CCaaS or contact center as a service solutions), which is not entirely correct. While a cloud contact center is hosted in the cloud, a hosted contact center’s infrastructure is hosted by a third-party provider, either in traditional data centers or in the cloud. This means that a hosted contact center may or may not be cloud-based.

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Must-have features to look for in hosted contact center software providers
Contact center solution providers can offer hundreds of features and capabilities, both standard and proprietary. Below are some of the key features that hosted and cloud contact center providers should offer.

Incoming call management features
Features like ACD (automatic call distribution), call routing, and IVR (interactive voice response) are essential for effectively managing incoming voice interactions. They help ensure that callers are routed to the most relevant departments, teams, or individual agents, improving your FCR rates and CSAT score. Additionally, call queues and queued callbacks are great features to improve the caller experience and reduce the number of missed calls.