So, how does the hosted approach address some of the challenges faced by the contact centre industry, and how does hosted compare to dedicated on-site hardware?

Lower cost of ownership

1. Lower capital outlay and achieve a quicker return of investment
1. Reduce upgrade costs and maintenance requirements

Greater business agility

1. Start small and adopt a ‘pay as you grow’ model
1. Adapt to changes in business requirements, adding or removing services as required

Reduced implementation time and risk

1. Enable rapid implementation and expansion, with less technical risk
1. Combine the best technology from leading suppliers.

Improved customer experience

1. Offer customers multi-channel access to your contact centre
1. Match customers directly to employees best suited to handle their enquiry

Simplicity

1. No additional infrastructure required at contact centre premises
1. Complete self-management web tool for administration - no requirement for IT specialists and engineers. Easy to use GUI (graphical user interface) with comprehensive feature set.

Intelligent

1. Capacity and features on demand
1. Enable a remote workforce (multi-site, homeworking, home-shoring)
2. Voice & multi media - full contact centre Integration with CRM
3. Customise, react, adapt and scale quickly and easily

Dependable

1. Proven, robust and reliable solutions
1. Enterprise class service levels available.
2. Fully compliant with various security standards including PCI DSS
3. Dedicated experts available 24/7 to respond to queries

Economic

1. No upfront capital outlay
2. Pay per use pricing
3. Support, upgrades and maintenance all included