Today's customers want fast and accessible customer service. It can be expensive for traditional call centers to handle all incoming and outgoing customer communications as they come in from different channels. As eCommerce continues to grow and the business/customer relationship becomes increasingly digitized, businesses need agile and lean solutions to handle customer service.

Many are turning to cloud-based contact center solutions that don't require large amounts of hardware and cables and that can operate without the assistance of an in-person IT team. Hosted call centers can help companies reduce overhead costs for maintenance, as these systems are optimized for a digital world. They also help to lower the total cost of ownership (TCO).

What is a hosted contact center?

A hosted contact center helps you to effectively manage incoming and outgoing communications and make sure that they're routed to the appropriate call center agent. The cloud-based software operates as both an automatic call distributor (ACD) and a private branch exchange (PBX). The ACD and PBX are the two cornerstones of a hosted call center, and together, they can help you to streamline communication efforts.

The ACD and PBX are stored in the cloud, hosted by an off-site provider. As calls come in, they're routed to the automatic call distributor (ACD). Depending on the information gathered from the call, including the time of day and location the call is coming from, the ACD decides what to do with the call. For instance, a customer can be directed to a menu where they can select from different options. You can also set up a holding queue, which acts as a middle point between the ACD and the PBX. Once the call is routed to the PBX, it can then be delivered to the appropriate agent or representative.

Why use a hosted call center?

Because a hosted call center is run by software, it costs less than traditional call centers and can be updated quickly. A software-based customer service solution also gives your company more flexibility. Customer agents no longer have to be located in the same place. The ability to utilize home agents becomes possible as long as they have a stable internet connection, computer, and headset. With the effects of the coronavirus pandemic expected to last for some time, it's important to implement systems that allow your business to succeed in the new normal.

Whether you're looking to overhaul your current contact center or need a solution to help you accommodate remote employees, we can help. Our cloud-based contact center solutions are designed to enhance your operational efforts. They promote productivity and efficiency, providing your teams with collaborative tools that support work from home. Our hosted call center software allows you to develop high-quality customer experiences that drive customer engagement. A wide range of CRM integrations, including Salesforce, Microsoft Teams, and ServiceNow, are also available to support productivity.

Contact a member of the 8x8 team today, and learn more about why our workforce engagement tools and in-depth contact center analytics set us apart from other contact center solutions. Our CCaaS platform has been recognized in the Gartner Magic Quadrant for six years.