Hosted - A Viable Solution for Small Contact Centers
Author: Jim Mitchell
There is a relatively new movement taking hold of small contact centers - hosted solutions. Small contact centers looking to build their client base and grow their call volume are using hosted systems to access functionality and resources that they might not otherwise be able to support or afford on their own. Applications such as workforce management, predictive dialer or speech self service best lend themselves to a hosted configuration.
When does hosted make sense? Say, for example, that you are running a seasonal campaign – your organization would need a solution available to you for three months, allowing you to make unlimited calls using your own personnel familiar with the campaign messaging. Your personnel could connect their computers or laptops into the hosted contact center providers’ network, and leverage the technology in a pay-as-you-go situation.
In addition to providing a good long-term solution for some, hosted can serve as a convenient “try and buy” model. It enables companies to test different types of solutions so that when they get to the point where they have a large enough customer base to justify buying a premise-based solution, they have experience with different products.
On the flip side, contact centers that have very strict security privacy laws (either local or federally mandated) will most likely not want to host any part of their contact center infrastructure. These contact centers, which are often required to have immediate access to customer databases, contact center data, and recordings, cannot afford hosted services potentially mishandling the call or customer information.
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