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A hosted call center is a customer experience solution where an organization’s inbound, outbound, and voice-based self-service customer interactions are handled. Customer interactions are hosted on a service provider’s back-office systems, therefore offering lower cost of ownership.
A hosted call center offers the services that a premise-based 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, with increased customer service capabilities without raising operational costs. However a virtual call center enables business to have greater scalability, security and flexibility of the cloud to enable call center operations to adapt quickly to changing customer service needs. The Genesys Customer Experience Platform virtual call center powers optimal customer service that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.