Hosted services: A complete guide for modern contact centres
Hosted services are contact centre solutions where everything runs on the internet. There’s no need for physical servers in your office. All systems, calls, chats, reporting tools, and more are delivered through cloud-based services. With a stable internet connection, your team can log in from anywhere.
This setup, often called call centre hosting, replaces traditional infrastructure. Rather than investing in physical servers or dedicated server rooms, many businesses now prefer cloud hosting services, much like streaming music instead of buying CDs.
How hosted contact centres work
A hosted contact centre allows agents to manage communications, calls, chats, emails, and social media from a single platform. The backend, including maintenance, updates, and security services, is fully handled by the service provider.
This approach suits businesses with remote or distributed teams. With virtualised resources and scalable cloud servers, agents can work from any location, home, regional offices, or on the move.
Hosted platforms also support omni-channel tools and CRM systems under one login. This simplifies agent training and improves access to customer data.
Hosted vs traditional contact centres
Choosing between hosted and traditional contact centres depends on how much control and upfront investment a business prefers.
Traditional model
In traditional setups, companies manage infrastructure in-house. This offers complete control but is resource-intensive. Downtime due to technical failures or outdated systems can impact service delivery.
Hosted model
Hosted models eliminate these issues. Software updates, disaster recovery, and load balancing are managed externally. This reduces operating costs, improves service arrangements, and allows for fast scaling.
There’s no need to hire additional technical staff or manage server environments. Everything runs in the background, allowing internal teams to focus on core business tasks.
Hosted contact centres vs cloud contact centres
While they sound similar, hosted and public cloud models differ in how they manage infrastructure. Hosted services often run on a private cloud, offering deeper control and customisation.
Public clouds, meanwhile, use a shared setup. These work well for smaller operations and quicker deployment, but may lack custom features found in Advanced Hosted Services.
Hosted platforms support dedicated infrastructure components and access management controls, making them better suited for teams with strict data policies or specific compliance needs.
Benefits of a cloud call centre setup
Hosted services bring key advantages:
- Flexible work environment: agents can work from anywhere, supporting hybrid teams and business agility.
- Cost savings: avoid upfront spending on hardware. Instead, pay per use, benefiting from economies of scale.
- Fast setup and updates: Hosted systems enable smooth setup and regular updates without downtime.
- Easy integration: they integrate with tools like Microsoft Teams integration or secure payments, adding useful features without major changes.
- Improved customer experience: multi-channel access, real-time support, and CRM integration make customer interactions faster and more personal.
Key features of hosted contact centres
Here are the essential features offered by cloud-hosted solutions:
- IVR (Interactive Voice Response): Let customers choose the right department through voice commands or keypad input. This speeds up resolution by guiding callers directly to the team that can assist them best.
- Call routing: Distributes incoming queries to the most suitable agent based on pre-set rules such as language, issue type, or availability, reducing wait times and improving customer experience.
- Real-time dashboards: Give managers live visibility into call queues, agent performance, and service levels. This helps identify issues quickly and supports better decision-making throughout the day.
- Multi-channel access: Allows agents to manage voice, email, social media, and chat messages from a single screen. This improves consistency across communication channels and reduces task switching.
- CRM integration: Let agents view detailed customer histories during conversations. This supports more personalised and efficient responses, helping to resolve queries faster and build trust.
- Workforce optimisation: Assists in forecasting demand, creating staff schedules, and tracking productivity. Learn more about workforce optimisation and how it improves resource planning.
- AI-powered agent support: Delivers real-time suggestions during calls or chats. Explore AI-powered agent support to help agents find answers faster and stay focused on customer needs.
Choosing the right hosted contact centre provider
While selecting a provider, focus on technical support, data privacy, and platform compatibility:
Strong encryption and data security
Look for providers that use industry-grade encryption and follow data protection standards to keep sensitive information safe during all interactions.
Scalability for business growth
Ensure the platform can scale easily as your contact volumes increase. It should support growth without requiring new hardware or a complex setup.
Accessibility features for inclusivity
Choose providers that offer accessibility tools, so the system can support users with hearing, vision, or mobility needs effectively.
Seamless integration
Hosted services should work well with your existing tools, including CRMs, ticketing systems, or communication platforms, to avoid workflow disruption.
Clear interface and training support
The platform should be easy to use with clear navigation. Providers should also offer learning resources to help onboard new agents quickly.
Reliable disaster recovery measures
Check for robust disaster recovery plans, including backup systems and service uptime guarantees, to maintain continuity during outages.
Industries that benefit from hosted services
Hosted services help many industries work better by making systems easier to manage. They lower technical work, save time, and let teams grow quickly. This makes it easier to serve customers and handle daily tasks smoothly.
Hosted services support a range of industries, including:
- Housing
- Government and Healthcare
- Higher Education
- Retail
- Business Process Outsourcers (BPOs)
- Not-for-profit
These sectors rely on flexible infrastructure, quick deployment, and strong disaster recovery options to serve their audience efficiently.
The power of the cloud computing platform for customer satisfaction
Shifting to cloud-based services can significantly improve customer outcomes:
- Faster service through unified tools
- Personalised replies based on customer history
- Consistency across all contact channels
- Around-the-clock access through serverless platform features
Final thoughts
Hosted contact centre services help businesses scale without investing heavily in infrastructure. They support scoped service delivery, reduce technical complexity, and allow better control over customer experiences.
If you’re exploring hosted platforms for your operations, consider trying an AI-enabled contact centre to see the difference. Request a demo to find out how it can support your business goals.
Your Contact Centre, Your Way
This is about you. Your customers, your team, and the service you want to deliver. If you’re ready to take your contact centre from good to extraordinary, get in touch today.
