A hosted call centre is a customer experience solution in which an organisations inbound, outbound and voice-based self-service customer interactions are handled through a service providers back-office system. This hosted option offers companies a lower cost of ownership.
A hosted call centre offers the services that an on-premises customer service centre provides, as well as worry-free tech support. As customers are quickly adopting digital channels, such as social media, mobile and web for customer service, the ability to support those channels without added infrastructure, maintenance and support costs is a major business benefit.
A virtual call centre is a similar concept to hosted, as it offers increased customer service capabilities without raising operational costs. However, a virtual call centre enables business to use the greater scalability, security and flexibility of the cloud to quickly adapt call centre operations to changing customer service needs.
The Genesys Customer Experience Platform virtual call centre powers optimal customer service that delivers consistent, seamless and personalised experiences across all touch points, channels and interactions.
