Understanding Hosted Call Center Software: What, Why, and How

What is a Hosted Call Center Software?

A hosted call center software refers to a customer experience solution that involves installing/hosting the call center software on an off-site service provider's system. The biggest advantage of the hosted solution is a lower cost of ownership while one gets to enjoy all features that an on-premise call center can offer but without having to worry about infrastructure or tech-support costs.

Why Hosted Call Center Software is the Right Choice for your Business

Benefits of Hosted Call Center Solution

Cost-Effective

Secure & Reliable

Low Maintenance

Ease of Deployment

Highly Scalable

State of the Art Resources

How to Decide on the Best Hosted Call Center?

Key considerations to choose the best cloud-based call center

Out of the Box Capabilities

Go for a complete hosted call center solution that offers a plethora of inbound, outbound, and reporting features. Ranging from outbound technology like automated dialers (predictive, progressive, preview), click-to-call functionality to inbound features like IVR, ACD. While providing ready connectors for CTI and CRM integrations to have a single view of the customer.

Ease of Migration

Cloud hosted call center solutions are favored by startups and businesses in their nascent stage because of the cost-saving aspect. However, it is important to choose a solution that not only caters to your present needs but also aligns with your future business growth. Opt for a call center solution that allows you to migrate from an on-cloud setup to an on-premise setup with ease and vice-versa.

Integration with Leading Systems

Having a well-integrated customer service and support process not only helps you gain brownie points with your customers but also make it easier for the agents to deliver a contextual, personalized customer experience. No more siloed conversations when with call center integrations with leading CRMs, ticketing systems or helpdesk software, or any other third-party system that might be integral for the smooth functioning of your call center.

Powerful Security Features

Look for a hosted call center solution that is PCI-DSS compliant and is at least ISO/IEC 27018 and ISO-27001 certified to ensure top-level data security. Strict access control, enabling captcha, AES 256 based data encryption, DTMF tone masking, number masking, strict password policies, HTTPS only mode, session security configuration, inactivity timeout configuration, session timeout configuration are some other features that make a secure call center software.

Comprehensive Monitoring & Reporting

Keep an eye on important call center metrics like average handling time, average wait time, call volume, active/inactive agents, and more using live dashboards. Similarly, get missed call, agent productivity, campaign-wise reports to further monitor agent performance; and take corrective actions to improve overall call center operations and achieve business goals with hosted call center solution.

Complete Contact Center Capabilities

Contact center suite with all the inbound and outbound features wrapped into one solution to help you run your contact center smoothly and efficiently. Whether you are having inbound, outbound, or blended campaigns – a complete contact center software helps you to ace your customer service to increase customer satisfaction.

Advanced Security Mechanisms

Never compromise on your customer information. Choose a highly secure, PCI-DSS compliant software that is ISO/IEC 27018 and ISO-27001 certified along with providing comprehensive data security and strict access control.

End-to-End Customer Engagement

Make it easy for your prospects and customers to contact you on their most preferred channel. Whether they email, call, WhatsApp you or use Twitter, Facebook, live chat, or even Google’s business messages – be there for them while allowing your agents to have a contextual conversation with out of the box CRM and CTI integrations.

Monitoring and Management

Get a contact center software that allows your supervisors to track and monitor the performance of hosted contact center agents. Real-time dashboards and detailed reports of contact center metrics empower the managers to make well-informed and effective decisions.

Must-Have Hosted Call Center Software Features

Outbound Auto Dialers

Interactive Voice Response (IVR)

Automatic Call Distributor (ACD)

CTI and CRM Integration

Unified Agent Desktop

Voicelogger

Call Quality Monitoring

Call Center Reports

Real-time/Live Dashboards

Report Scheduling

Click-to-Call

Voiceblaster

Non-office Hour Management

Blended Campaigns

Data Security

Customer Success Story

“Ameyo helped us improve our TAT from 1 hour to 15 minutes.”

Suresh V. Suryamurthy

CEO, iMarque Solutions

Ameyo empowered Awash Bank with an end-to-end system

Ameyo empowered us with an end-to-end system that was easy to use. Furthermore, we were delighted with the capability of the solution to match to our specific business processes and enhance our customer experience

Yohannes Tsegaye
Director, Customer Experience Directorate | Awash Bank

Ameyo is a feature-rich solution with several integration capabilities

We have been using Ameyo to handle our calling operations and the journey has been really good so far. It is a feature-rich solution with several integration capabilities, which truly makes Ameyo our first-ever choice in contact center solutions space. What further aligns Ameyo with us is our shared vision of expanding in the Middle East region and I am sure Ameyo will help HalaSat in the mission.

AlHashem
Contact Center Manager

We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot

We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.

Thanks a lot for the Wonderful Product.

Special Thanks to the team for patiently handling our request & delivering beyond expectations.

Kumar Konar
Collection Head

Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution

At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.

Phidelis Mwarenge
Contact Center Team Leader

Metro Edge Technologies increases its productivity by 60%

Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents

Kingsley Bennett
CEO

Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution

The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.

Bilegt Tumurkhuyag
CX Senior Specialist