Given the current economic situation, many companies are on the lookout for business practices that would greatly reduce capital and operating expenditure.   Because cutting costs has become a must in these trying times, solutions that can generate work productivity and improve client satisfaction while maintaining cost efficiency are important to business survival.

A recent technological advancement that has caught the interest of today’s business decision makers is the hosted contact center solution.   Various innovations in IP technology and networking have given birth to this new solution which has replaced the more traditional premise-based contact center model.  Indeed, with many organizations realizing the need to establish a contact center to further improve their service delivery and customer support, the hosted contact center proves to provide many benefits, expense and performance wise.

A hosted contact center is an ideal choice for money-conscious companies because of the relatively low total cost of ownership.    There is no need to invest heavily on hardware; all one needs are a computer, headset, a browser, and continuous connectivity.  

Small and medium enterprises or those just beginning to build their customer support will find that the hosted contact center is the best fit for their needs since it is extremely scalable.  The hosted contact center can start with as little as five agents, who can reside anywhere, and build up to 20,000 agents if the center’s call volume demands it.  The hosted contact center can also be deployed in as fast as one week.

The contact center can actually be located anywhere because of its virtual design; the system and infrastructure for communications and operations are set outside of the main place of business.  The management and operation of the center can be handled by a trusted third-party service provider, and expenses will cover monthly service fees and communication costs.  Because the service provider can expertly handle the maintenance of the contact center, the organization can focus on its core competencies, and can enjoy round-the-clock support.

Choosing the right service provider is important to ensure that one maximizes the benefits of having a hosted contact center.  As the premier IT company, ePLDT has built a solid reputation in providing outsourced services, particularly contact center solutions.

ePLDT’s Unified Contact Center Plus (UCCP) is the first full IP, multi-tenant hosted contact center solution in the country.  UCCP is a pre-integrated suite of contact center applications that are easy to install and maintain as well as cost-efficient, allowing organizations to enjoy speedy implementation, streamlined operations, and reduced cost of integration, management and maintenance.

With a host of features and benefits, and by putting their trust on tried and tested service providers like ePLDT, today’s organizations can greatly improve customer satisfaction and service delivery with the hosted contact center solution.

To know more about ePLDT's Unified Contact Center Solution, call 885-0000 or visit www.epldt.com.