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The Power of the Hosted Call Center Solution

January 06, 2012
By Susan J. Campbell, TMCnet Contributing Editor

To assume the call center industry is stagnant in terms of technology and corporate function is to demonstrate a clear lack of understanding of what is going on in the industry today. In the call center industry, overhead is significantly higher, profits are lower and customers expect better service to be delivered through a variety of mediums, both new and old.


At the same time, if the corporation has not yet adopted the hosted call center approach to operation, they are maintaining aging technologies while also trying to meet changing customer expectations. This recent inContact piece highlighted these changes, noting the challenges companies are facing, especially when hosted call center adoption is lacking.

When an organization works with inContact, they gain access to a hosted call center software solution portfolio that offers smarter technologies supported by in-house expertise. Access to such capabilities can make life easier for the call center manager, while it also increases uptime and reduces security vulnerability. Subsequently, the strength and profitability of the business gets a much-needed boost.  

Leveraging the hosted call center from inContact means the organization has access to a solution that can be up and running in just days, if not hours; the ability to support a workforce in-house, from home or located throughout the world; enable a productive and cost-effective agent arrangement; help to automate standard manual processes; reduce IT costs; eliminate technical hassles; and seamlessly integrate with multiple-in-house and commercial technologies.

inContact doesn’t just boast that its hosted call center solutions are the best, the company does back it up with third party research documentation. Ventana Research, for one, has labeled inContact as offering the highest product reliability in the business. The company also touts a 99.99 percent SLA availability, processes more than 30 million calls a month and is geographically redundant.

“ inContact solved our holiday call overload problem with its on-demand scalability, but it has done much more. With integrated support for our outsourced call center and comprehensive agent performance metrics and reporting, we have the tools to be much more efficient than ever before,” says Kirk McNesby with Activision (News - Alert).

The hosted call center is designed to meet the immediate and long-term needs of the organization seeking flexibility, lower costs, scalability and the freedom to explore various workforce models to meet its needs. inContact aims to deliver on these promises with a dedicated Trust Office staff to ensure high security, availability and reliability standards, a 7x24x365 Network Operations Center, SAS70 audited data centers, PCI (News - Alert) Compliance, Safe Harbor Certification and more.

When an organization is ready to explore the possibilities in the hosted call center, inContact is a great place to start.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco



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