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A hosted call center is a customer experience solution in which an organization’s inbound, outbound and voice-based self-service customer interactions are handled through a service provider’s back-office system. This hosted option offers companies a lower cost of ownership.
A hosted call center offers the services that an on-premises customer service center provides, as well as worry-free tech support. As customers are quickly adopting digital channels, such as social media, mobile and web for customer service, the ability to support those channels without added infrastructure, maintenance and support costs is a major business benefit.
A virtual call center is a similar concept to hosted, as it offers increased customer service capabilities without raising operational costs. However, a virtual call center enables business to use the greater scalability, security and flexibility of the cloud to quickly adapt call center operations to changing customer service needs.
The Genesys Customer Experience Platform virtual call center powers optimal customer service that delivers consistent, seamless and personalized experiences across all touch points, channels and interactions.