Articles tagged with: Hosted Contact Center

What is a Hosted Contact Center and How Does it Work?

Customers expect a lot when it comes to communication: they need you to help them effectively and through the channels they prefer. If you're having trouble coping, chances are your communication stack is holding you back.

The hosted contact center is one of the most powerful solutions that you can use to fulfill this expectation. Before we get into details, here's what you need to know:

The Contact Center is a feature-rich communication solution that allows you to serve your prospects, customers, and partners across multiple channels. It differs from a call center in that it covers many types of communication, not just voice calls. To know more about hosted contact center, you can visit this site – http://pentwaterconnect.com/.

Benefits of a hosted contact center

Hosted contact centers have strong advantages over traditional local contact centers. It is also known as a virtual contact center.

Extensive functions for agents and supervisors

A hosted contact center helps with more than just managing multiple phone calls at once. The features are easy to add and implement and include:

  • Queue calls and parking calls

  • Record conversations and monitor conversations

  • Agent Status

  • Internal team chat

  • Simple call transfer

A hosted contact center is a communications solution hosted on your service provider's physical location or in the cloud, not on your premises.

The terms cloud service and hosted service are often used interchangeably. However, cloud services are part of hosted services. This is because hosted services include any infrastructure beyond the user's physical location, which includes provider and cloud locations.