Hosted contact centers offer businesses a cost-effective customer service solution. The service provider maintains the organization's customer service communications, reducing the costs of doing business.
Low start-up costs mean this customer experience strategy works well for businesses of all sizes, new or established. Hosted contact centers offer flexibility in delivery and sales opportunities, and their customized experience meets the needs of the modern customer. For more details regarding hosted contact center, you can check this website – http://pentwaterconnect.com/.
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Benefits of a hosted contact center
Hosted contact centers have strong advantages over traditional local contact centers. It is also known as a virtual contact center.
Contact Center Virtualization
Hosted contact centers must not rely on physical infrastructure and copper lines. This means your agents can access their workspace anywhere – as long as they have internet access. This makes hosted contact centers a great option for remote workers as well as those who travel a lot.
Extensive functions for agents and supervisors
A hosted contact center does more than just help manage multiple phone calls at once. The features are easy to add and implement and include:
Call queue and call parking
Easy call transferring
Agent status (call presence)
Internal team chat
Call recording and call monitoring
Strong integration for centralized data access
A hosted contact center allows you to implement telephone computer integration (CTI). This allows you to connect your phone system with existing business tools and applications.
Advanced IVR and call handling
Interactive Voice Response (IVR) is an automated telephone system with call routing capabilities. It provides your customers with on-demand self-service options and routes calls to the best agents for the problem.