Hosted Call Centre
With the advent of the Software as a Service (SaaS) 'cloud computing' technology delivery model, the hosted call centre model has emerged where the operation does not own, build or support the technology equipment that the call centre runs on. Instead, the operation subscribes to a service for a monthly or annual fee with a service provider that hosts the call centre telephony equipment in their own data centre(s). Contact Centre Agents then connect to the Service Providers equipment over Voice over IP, with calls originating from or terminating at the vendor's data centre, rather than at the call centre operations premise.
The hosted contact centre model is not for everyone, but it does have a number of benefits:
- The operation does not need to use local resources and expertise to build, manage and support contact centre technology
- A SaaS delivery model means that the service is paid for on a usage basis i.e. you just pay for the capacity that you actually use
- From a financial perspective, there is no need for Capital Expenditure – which monthly payments being made to the service provider as an operating expense
- Users can be geographically dispersed - located at an office or at home.
Given the post recessionary financial restrictions – and the level of austerity measures that public sector organisations are tasked with achieving – the market for hosted call centres is on the rise.
ProtoCall One G-Cloud ('Genesys in the Cloud') is the UK’s first fully hosted contact centre service built on the leading Genesys software platform.
G-Cloud levels the playing field in the contact centre industry, making the innovative Genesys solution set affordable and accessible for contact centres of all sizes. Whether you operate a small, geographically dispersed team of technical specialists in a helpdesk environment or a high volume customer contact centre, G-Cloud will transform the way you connect with your customers.
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