Logo
Great Place to Work - Certified

Understanding Hosted Call Center Software: What, Why, and How

Ola
Aegon Life
SC
BYJU'S
ZOHO
swiggy

What is a Hosted Call Center Software?

A hosted call center software refers to a customer experience solution that involves installing/hosting the call center software on an off-site service provider's system. The biggest advantage of the hosted solution is a lower cost of ownership while one gets to enjoy all features that an on-premise call center can offer but without having to worry about infrastructure or tech-support costs.

Why Hosted Call Center Software is the Right Choice for your Business

Benefits of Hosted Call Center Solution

Cost-Effective

Secure & Reliable

Low Maintenance

Ease of Deployment

Highly Scalable

State of the Art Resources

How to Decide on the Best Hosted Call Center?

Key considerations to choose the best cloud-based call center

cloud-contact-center-1

Out of the Box Capabilities

Go for a complete hosted call center solution that offers a plethora of inbound, outbound, and reporting features. Ranging from outbound technology like automated dialers (predictive, progressive, preview), click-to-call functionality to inbound features like IVR, ACD. While providing ready connectors for CTI and CRM integrations to have a single view of the customer.

on-premise

Ease of Migration

Cloud hosted call center solutions are favored by startups and businesses in their nascent stage because of the cost-saving aspect. However, it is important to choose a solution that not only caters to your present needs but also aligns with your future business growth. Opt for a call center solution that allows you to migrate from an on-cloud setup to an on-premise setup with ease and vice-versa.

Smooth Call Center Integrations

Integration with Leading Systems

Having a well-integrated customer service and support process not only helps you gain brownie points with your customers but also make it easier for the agents to deliver a contextual, personalized customer experience. No more siloed conversations when with call center integrations with leading CRMs, ticketing systems or helpdesk software, or any other third-party system that might be integral for the smooth functioning of your call center.

Enterprise-grade Security

Powerful Security Features

Look for a hosted call center solution that is PCI-DSS compliant and is at least ISO/IEC 27018 and ISO-27001 certified to ensure top-level data security. Strict access control, enabling captcha, AES 256 based data encryption, DTMF tone masking, number masking, strict password policies, HTTPS only mode, session security configuration, inactivity timeout configuration, session timeout configuration are some other features that make a secure call center software.

realtime-monitoring

Comprehensive Monitoring & Reporting

Keep an eye on important call center metrics like average handling time, average wait time, call volume, active/inactive agents, and more using live dashboards. Similarly, get missed call, agent productivity, campaign-wise reports to further monitor agent performance; and take corrective actions to improve overall call center operations and achieve business goals with hosted call center solution.

cloud-contact-center-1

Complete Contact Center Capabilities

Contact center suite with all the inbound and outbound features wrapped into one solution to help you run your contact center smoothly and efficiently. Whether you are having inbound, outbound, or blended campaigns – a complete contact center software helps you to ace your customer service to increase customer satisfaction.

Enterprise-grade security

Advanced Security Mechanisms

Never compromise on your customer information. Choose a highly secure, PCI-DSS compliant software that is ISO/IEC 27018 and ISO-27001 certified along with providing comprehensive data security and strict access control.

omni-channel

End-to-End Customer Engagement

Make it easy for your prospects and customers to contact you on their most preferred channel. Whether they email, call, WhatsApp you or use Twitter, Facebook, live chat, or even Google’s business messages – be there for them while allowing your agents to have a contextual conversation with out of the box CRM and CTI integrations.

Comprehensive-Reporting

Monitoring and Management

Get a contact center software that allows your supervisors to track and monitor the performance of hosted contact center agents. Real-time dashboards and detailed reports of contact center metrics empower the managers to make well-informed and effective decisions.

Must-Have Hosted Call Center Software Features

auto-dialer-2
Outbound Auto Dialers
IVR-Call-Routing
Interactive Voice Response (IVR)
ACD
Automatic Call Distributor (ACD)
integration
CTI and CRM Integration
Unified Agent Desktop
Unified Agent Desktop
Voicelogger
Call Recording
Call Quality Monitoring
Outbound Reports
Call Center Reports
Call Reporting & Dashboards
Real-time/Live Dashboards
Report-Scheduler
Report Scheduling
Click-to-Call-new
Click-to-Call
outbound-call
Voiceblaster
Office Hour Management
Non-office Hour Management
Inbound and outbound
Blended Campaigns
Enterprise-grade Security
Data Security

 

Customer Success Story

“Ameyo helped us improve our TAT from 1 hour to 15 minutes.”

Suresh V. Suryamurthy

CEO, iMarque Solutions

The Ameyo Advantage

Leader in Customer Experience & Contact Center Solutions

Work from Home Ready with Ameyo’s Unique Offerings

Honorable Mention in Gartner Magic Quadrant for 3 Years

Work from Home Ready with Ameyo’s Unique Offerings

Awarded Frost & Sullivan Asia Pacific CCI Leadership Award

Work from Home Ready with Ameyo’s Unique Offerings

Deloitte Technology Fast 500 ASIA PACIFIC, 2014

sc
oriente
hdfc
byjus
zoho
bankbazaar
ikea

View all Customers »


Take your Customer Experience to the Next level with

Ameyo's Customer Engagement Platform

Learn more about Cloud Call Center

A Quick Checklist To Decide on the Right Cloud Contact Center Vendor

Contact centers have been around for more than a decade and continue to show slow but steady growth.

Guide to Choose the Best Remote Contact Center Software for Your Business

Remote working, also known as work from home model has gained popularity in the recent times…

Are Remote Contact Centers the Future: Whitepaper?

As a worldwide concern over COVID-19 (coronavirus) grew, we saw businesses adapting to the new way of working.