When You Need More than a Machine – the Hosted Call Center Solution

Artificial Intelligence, The Terminator, Post-Humanism, Bionic Limbs, Singularity…As the power of technology continues to surpass human ability in new and rapid ways, our fascination and often fear of machines ask us to question the boundaries of human interaction and the artificial. While predictions and theory vary and even contradict one another, there seems to be a consensus on a need for balance. We see this need often today; whether it is a customer caught in a calling queue or a caller sent to a desktop voicemail over a live mobile human. When it comes to a business’s call center offering, the quest for balance takes front-line.

Service providers must answer the call for an innovative solution to the growing struggle between human response and mechanical communication. As an integral piece of any business’s customer service offering, we believe the move toward hosted call centers offers the flexibility, functionality and visibility required to move end-customers quickly to a live voice without wasting time or resources. Today, service providers leverage hosted communication services to boost human communication through productivity features and on-going application integration, all while minimizing human and environmental risk with automatic maintenance and business continuity.

More and more, we see the end-customer seeking an intuitive call center solution that allows optimal, live customer service while taking advantage of hosted unified communication technology. Micah Solomon, entrepreneur and customer systems innovator, writes for Fast Company on the growing need for live support as organizations place more services in the hands of technology:

Online customers are literally invisible to you (and you to them), so it’s easy to shortchange them emotionally…This lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection.

Following such demand, BroadSoft’s own BroadWorks® Call Center application recently released new enhancements allowing service providers the scalability to extend their hosted call center offering into enterprises with higher call volumes and more complex reporting requirements. Taking full advantage of the benefits of a hosted solution, such as low-upfront cost and scalability, the BroadWorks® Call Center application opens new revenue streams from premise-based platforms.