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Hosted VoIP Systems-services and Features of Business Communications

It used to be that hosted contact center services only made sense for small and medium sized call centers. This is because there was a general belief that hosted contact services only offered a subset of the features and functions that large call centers typically required to run their operations. Large call centers are also concerned about security surrounding sensitive customer data and may not trust the hosted service provider with sensitive information.

Now some of these beliefs are not totally wrong. Specifically, if all that the hosted contact center service provider did was to centralize the on-premise system that the call centers are deploying. In this case, it may even be true that all the functions and features that are available on an on-premise system may not be available on centralized hosted servers. Protecting customer sensitive data may be another inhibitor, since all the data may have to reside locally to the centralized call processing system in case of a hosted service.

What large call centers really need is best of both the worlds. If there was a hosted service that had all the features and functions that are required to run large professional grade contact centers with the flexibility of hosting customer sensitive information locally on-premise, there would be no economical or security reason for even a large call center to opt for an on-premise solution.

oBelyx hosted contact center service provides a rich suite of features and functions that are only found on high end on-premise contact center equipment. So without incurring any initial capital outlay, even a large call center can subscribe to oBelyx hosted contact center service and be operational in a matter of a few hours. Customer sensitive data can be located on the premise of the call center and does not have to reside with the entity that provides the oBelyx hosted contact center service.

oBelyx uses a distributed computing approach where all the call and media processing happens on agents’ desktops. Management reports and analytics are hosted centrally along with basic call routing functionality. The Web 2.0 approach to management reports and analytics makes them highly flexible and they can be tailored to meet different business requirements. The service is low cost because of the unique distributed computing approach. The number of seats can be expanded or shrunk with a few mouse clicks – adjusting capacity to seasonal demand is simple and straightforward. Contact centers can form virtual work groups of skills where agents can be dispersed in multiple geographical location including agents working from their homes. It is easy to see how oBelyx does provide a unique hosted contact center service that meets diverse business requirements of large call centers.

For more information visit –http://www.paramnetwork.com

See a profile of Paul Jarman in this video produced for the Utah Business CEO of the Year event!
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