Hosted call center

Combining the best of traditional call center capabilities with the latest unified communications tools

Whether for a small, informal call-handling group or a large, structured contact center, Hosted Call Center supports sales inquiries, billing, help desk and more. Agents have access to Unified Communications with Webex, so they can easily collaborate and connect with their teams to enhance customer support.

67% of all North American telephony installations will be cloud-based by 2025.¹

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Product brief
Hosted Call Center
Product Brief
Unified Communications
Product brief
Unified Communications Omnichannel

Empower your agents to elevate the customer experience

HYBRID

Flexibility to support remote workers

With tools that support on-premise and remote call center agents, you can easily accommodate for location changes and hybrid work environments. This gives your organization limitless work opportunities.

EFFICIENT

Improve customer experiences

By seamlessly integrating customer service tools with unified communications capabilities, agents can work more efficiently and provide better customer support.

COMPREHENSIVE

Enhance agent productivity

With analytics embedded in the Hosted Call Center dashboard, your organization can better understand the various types of customer interactions and frequency to make better business decisions.

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Agent tools	Empower agents with essential call center management tools, including Automatic Call Distribution (ACD) control, real-time queue statistics and call-back lists of abandoned callers.
Supervisor tools	Supervisors can manage the call center agents, manipulate queue configurations and monitor usage online from anywhere. Additionally, they can understand workloads and pinpoint areas for improvement with a suite of supervisor tools, including reporting, analytics and dashboards.
Call center design	Work with a design engineer to configure your system with options like single or multiple phone numbers, or queues with call flow routing options. You can create custom call flows to align with business and reporting requirements, so the right call gets to the right agent quickly and efficiently to minimize queue times.
Voice solution included	This service includes a fully managed voice solution with customizable services such as phone numbers, porting, call flow designs, unlimited domestic long distance and international calling to 50+ destinations.
Network and IP desk phones	Included with this service is a dedicated voice network, call paths, routers and switches. In addition, we offer a selection of tested and validated desk and conference phones, including Poly VoIP devices and Cisco VoIP devices. We install, maintain and support your service all the way to the desktop IP device.
Access to Unified Communications app	Agents and supervisors have access to the all-in-one Unified Communications service app to improve collaboration with their teams.
Hybrid environments	On-location employees can access the Unified Communications app through a dedicated private network, ensuring high voice quality. Remote workers can access the app on their mobile devices and enjoy the same collaborative experience with call control, call flows and a business phone number.
End-to-end support	We design, implement and manage your service, including software updates, maintenance and training for all user levels. Plus, we offer additional training after service activation, including self-based learning modules. Everything is on one monthly bill with no hidden charges.
Enterprise-class security	We have high standards for security and privacy protection, which is why we have a SOC 2 Type II certification. Delivered over our private, dedicated fiber network, your voice calls never touch the public internet. In addition, you’ll have end-to-end encryption for messaging, meetings and stored files.
Business continuity	We offer a variety of deployment options to address work environments with high availability needs and additional business continuity services, including wireless backup.

video

Anticipating customer needs with Unified Communications CRM integration

Today's customers expect you to anticipate their needs the moment you answer their call. Spectrum Enterprise UC CRM integration meets that expectation by closing the circle between contact management and unified communications.

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video

Anticipating customer needs with Unified Communications CRM integration

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Explore tiers and optional add-ons

Tier 1: Agent Tier 1: Agent

This is the standard call center tier for agents, which includes a full array of agent tools that are accessed through a unified agent interface. You also have access to Unified Communications capabilities within the UC Connect tier, such as 40+ premium calling features, virtual workspaces with the ability to host up to 25 participant meetings and more.

Tier 2: Agent Plus Tier 2: Agent Plus

This is the premium call center tier for agents, which includes everything in the Agent tier plus more advanced routing capabilities, functionality and reporting. You also have access to Unified Communications capabilities within the UC Connect Plus tier, such as expanded virtual workspace meeting and storage capacities, the addition of 100-participant personal meeting rooms and more.

Tier 3: Supervisor Tier 3: Supervisor

This tier provides supervisors with all the advanced call control and mobility features of Agent Plus, along with tools for controlling and adjusting agent status, monitoring agents and call queues, joining an agent on a call and pulling real-time and historical reporting on demand. You also have access to Unified Communications capabilities within the UC Connect Plus tier, such as expanded virtual workspace meeting and storage capacities, the addition of 100-participant personal meeting rooms and more.

Add-on: Omnichannel Add-on: Omnichannel

While the phone remains popular, customers also want to connect to your agents using chat, Web callbacks, email and X (formerly Twitter). By adding Unified Communications Omnichannel to the Hosted Call Center service, your customers can easily connect using the channel they prefer, while also providing you with tools to better manage the experience.

Add-on: CRM Integration Add-on: CRM Integration

It’s easy to close the circle between contact management and the Hosted Call Center experience. By adding Unified Communications CRM integration to the Hosted Call Center service, you can connect your CRM system to unified communications tools for a more personalized customer experience.

Dig deeper with related resources

See all Hosted Call Center resources

Executive Brief

Improving business outcomes with omnichannel customer experiences

Improve productivity and deliver consistent customer interactions with Spectrum Enterprise Omnichannel, a cloud-based, multi-channel communications solution.

Unified Communications |

Solution Brief

Modernize your network now with the adaptable workplace solution

Modernize your network now with the adaptable workplace solution. Get a secure and scalable solution by bringing together equipment, connectivity, management and support from Spectrum Enterprise.

Hosted Call Center |

INFOGRAPHIC

The future of work is now

Prepare your organization with a modern approach to communication and collaboration.

Unified Communications | Government - State & Local

Executive Brief

Customer relationship management (CRM) software has been helping companies to become more productive since the mid-eighties, but even today many companies fail to use it to its full potential. An excellent tool for organizing customer data, CRM software has been difficult to integrate with communication systems.

Unified Communications |