Call Center Solutions Featured Article

Why Call Center Solutions Should Be Hosted



  By Susan J. Campbell, Call Center Solutions Contributing Editor
 


Catering to the needs of the customer base requires a number of tools, technology and patience. Companies invest millions in call center solutions to try and meet a high set of standards, only to find they must also hire staff to maintain the system, deploy hardware to support the tools and purchase upgrades on a consistent basis. It can be a cost-draining exercise over the long-term.


A recent VoltDelta (News - Alert) blog touched on this topic, suggesting the right alternative may be to invest in a contact center on demand solution. As consumer demands continue to change, companies evolve and markets develop, the opportunity to be flexible and scalable while still staying within budget is appealing to a number of organizations.

The key reasons VoltDelta offers for deploying hosted call center solutions start with site virtualization. It’s not uncommon for today’s corporation to be struggling with legacy systems or trying to integrate the networks of multiple platforms after a merger or acquisition. Hosted solutions allow for the consolidation of all sites and even home agents under a single system. The corporation can maintain local telephone numbers and still have the reach and presence needed to be successful.


Image via Shutterstock

As mentioned above, scalability is another key reason why call center solutions delivered through a hosted model are appealing. Corporations can instantly react to any fluctuation in volume. There is no longer a need to build capacity for any potential peaks in volume or for the call center to remain idle. Adjustments can be made on the fly according to the demands of the market or a recent campaign.

Cost containment is always a strong argument for the hosted approach to any technology. For the call center, costs can be structured on a per user basis instead of the capital expense of the on-premise infrastructure. Plus, users have access to greater capabilities, as they no longer have to pay upfront for enhanced features. Vendors are responsible for keeping pace with market trends and call center needs so the corporate client doesn’t have to bear the burden of that investment.

Finally, the hosted model offers the expertise and enhancements that are difficult to achieve with an on-premise system. The engineering and network management support are outsourced, allowing a higher level of experience without the higher cost. As updates are generated, they are automatically extended out to the customer base, improving the overall user experience.

While not every environment is designed exactly the same and some call center solutions work better for some organizations than others, the reasons to consider the hosted platform are compelling. Conducting a little research as to how it fits the current environment is time well-spent.




Edited by Blaise McNamee