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Understanding Hosted Contact Center Solution
A hosted contact center refers to a type of contact center solution that is provided and managed by a third-party service provider. Instead of building and maintaining an on-premises contact center infrastructure, businesses can opt for a hosted solution where the service provider takes care of the hardware, software, and network infrastructure required for operating a contact center.
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Benefits of cloud based contact center solutions
- Cost Savings: Eliminates upfront investments in infrastructure, hardware, and software. Businesses pay on a subscription or usage basis, reducing capital expenses and providing budget predictability.
- Scalability: Allows for flexible scaling of operations based on business needs. Adding/removing agents, expanding to new locations, or accommodating seasonal spikes can be done quickly and efficiently without disruptions.
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Predictive, Progressive Solution
- Predictive Dialing selects a number and dials it, reducing the time spent manually dialing each day.
- Pacing Ratio the ratio between available agents and calls made for each agent.