Hosted Call Center Solutions

With the advance in technology, call center industry is also experiencing a new shift from premise based solutions to hosted call center solutions. Call center technology is changing rapidly leading way to replace on premise call center equipment to hosted call center solution. All the call center equipment that was installed in call centers is being replaced by agent desktops and internet cables. In essence the definition of call center equipment has been cut down to agent pcs and internet access. This shift in the nature of call center equipment came with shift in call center technology because of newly and disruptive hosted call center solutions available today in the market.

Call center technology these days is primary focusing on hosted call center equipment. So, companies providing hosted call center solutions are hosting the call center equipment for the call centers. This is a result of the change in the way internet is being used by businesses as key part of their operations. With the advent of broadband internet available easily and at affordable prices, these call center can now have the benefit of hosted call center solutions.
The hosted call center solutions are also known as VoIP contact center solutions and hence VoIP call centers. The hosted call center solutions are mainly based on VoIP technology platform that has evolved over time as a wonderful technology with benefits like:

1. On demand call center set up
2. Instant set ups for any size of call centers
3. Call centers can be set up anywhere in the world.

The VoIP contact center software, also called telemarketing phone runs on the pc of the agents making them enable to make and receive calls. These telemarketing phones are pieces of software running on the pcs but controlled by the solution providers over the internet. Telemarketing phone on pc uses internet to access any resources sitting on the solution provider’s premise. These resources could be the leads that are being called or the telecoms infrastructure required to terminate calls. VoIP contact center solutions are mostly used for telemarketing calls and hence given the name telemarketing phone. Telemarketers can be sitting anywhere in the world just with their pcs and internet connection. Telemarketing phone does the dialing and gives the connected calls to the agent. On their pcs, they might see few other components of VoIP call center solutions like a CRM pop up or a survey form that they fill while on calls with customers. These telemarketing phones have all the advanced features like presence, call rescheduling, transfer and conference to and among other agents from the same campaign. The distributed architecture allows these agents from same campaign to work from home and still be a part of a virtual call center and enjoy the benefits of on premise working with a group of agents from same campaigns. They can use telemarketing dialer to communicate with other agents via chat, phone, transfer, conference etc. The call center supervisor can also use telemarketing phone to Bargain to different agents.

By: saurabh saxena

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Shane is the head of content department of Param Network, a Delhi based IT firm that offers a one stop solution for all your offshore outsourcing related needs. call canter solution voip call canter