Hosted Call Center
A hosted call center solution handling inbound, outbound, and voice-based self-service customer interactions from a service provider's back-office, offering lower cost of ownership.
CSL's Hosted Call Center service delivers a complete customer experience platform without the capital expenditure and operational burden of on-premises contact center infrastructure. Our cloud-hosted call center supports inbound ACD, outbound predictive dialing, IVR self-service, workforce management, and omnichannel routing (voice, email, chat). Customers benefit from rapid scalability — expanding from 20 to 500 agents within days — and worry-free technology management backed by CSL's 24/7 NOC.
Key Features
ACD & IVR Self-Service
Intelligent call routing with skills-based ACD and IVR self-service reducing agent workload by up to 40%.
Predictive Outbound Dialing
AI-powered predictive dialer maximizes agent talk time by eliminating manual dialing and unanswered calls.
Omnichannel Routing
Unified queue routing voice calls, emails, web chats, and social messages to the same agent desktop.
Real-Time Supervisor Dashboards
Live dashboards showing queue depths, agent states, SLA adherence, and customer satisfaction scores.
Use Cases
- Bank Customer Service
- Telecom Helpdesk
- Government Call Centers
- e-Commerce Support
Interested in Hosted Call Center?
Talk to our pre-sales team for a tailored recommendation, architecture review, and pricing.