The costs associated with customer care have led a number of companies to consider new technologies that allow for the streamlining of current operations. Within those considerations have been hosted solutions, especially hosted VoIP. By migrating the voice call to the data network, call charges are significantly reduced and the organization can pay on a per-use basis. The same is true for the hosted dialer, something that delivers benefits of its own.
According to this Call Centre Helper report, there are a few elements that separate the hosted dialer from other solutions on the market. Like hosted VoIP, the hosted dialer is typically available as a pay-as-you-go-service. Many are launched on open source software with a low setup fee and even lower cost per month. And, since calls can be terminated through business-grade uncompressed hosted VoIP, BT (News - Alert) line contracts can often be eliminated.
Deployment speed is most certainly a benefit, as a hosted dialer on hosted VoIP can be provisioned for up to 30 agents in as little as 24 hours. Cloud-based servers deliver significant provisioning efficiency and they can be switched on and ready for instant use. Once ready, the application is then installed. And, given the number of willing developers working on open source platforms, cost is reduced, reliability is enhanced and the speed of deployment is optimized.
Like any system running on the corporate network, the hosted VoIP and hosted dialer solutions must adhere to security guidelines. The security of the host is always more robust than that of the end user network simply because the former has more experience in dealing with threats. The wrong security measures put in place can easily cripple the communication system and cause it to be unstable. A hosted provider can deliver a good balance of performance and security.
There is a lot to be said about the low risk and no long-term commitments associated with hosted solutions. Most companies no longer want to bear the burden of implementing a robust infrastructure, hardware solutions, security applications and more to ensure efficient operations when a hosted provider can do it for far less cost and complexity. Plus, hosted VoIP solutions are resilient and available when the right provider is selected.
Implementing a hosted solution also allows the organization to leverage a remote workforce and even reduce the number of agents needed for a particular project. Plus, all calls inbound can be routed according to need and not the associated technology. If an at-home agent on the other side of the country is best suited to address a particular customer call, the connection is made instantly and the customer experience is optimized.
Whether an organization is operating a call center or simply operating in general, hosted VoIP offers a number of key operational and cost benefits that can positively impact the bottom line. And, when the right partner is secured, the benefits are quickly realized.
Edited by Rich Steeves