A hosted contact center is a customer experience solution where an organization’s central point of inbound and outbound communications are hosted on a service provider’s back-office systems, therefore offering lower cost of ownership.
Hosted contact centers offer a flexible and scalable alternative to premise contact centers. The ability to deploy a hosted contact center with low up-front costs attracts new start-ups and legacy enterprises desiring to meet the demands of their technically-savvy customers.
A similar concept to a hosted contact center is a virtual contact center. A virtual contact center also enables businesses to increase customer service capabilities without raising operational costs, but from the cloud. This results in greater scalability, security and flexibility of contact center operations to adapt quickly to changing customer service needs. The Genesys Customer Experience Platform virtual contact center provides an optimized customer experience throughout multiple touchpoints and channels while ensuring up-to date innovations and technology.