What is a Web-Based Contact Center?

What is a Web-Based Contact Center?

Everything is moving to the Internet today. The fact that consumers today prefer engaging over the Web is indisputable; every minute, over 630,000 GB of global IP data is transferred, and by 2015, the number of networked devices will be twice that of the global population. Of course, the contact center is shifting to reflect this proliferation of the Internet and the growing popularity of Web-based solutions. This has swiftly led to the advent of the Web-based contact center.

A Web-based contact center is quite literally just that – a contact center that is completely operated, managed and maintained over the Internet. The most popular benefit of this type of solution is that it doesn’t require any traditional physical hardware, enabling users to save on training, maintenance, and most notably, installation costs. A Web-based solution can be installed in minutes to keep your business operations smoothly flowing and to keep your customers connected and engaged.

Another notable benefit of this offering is its ability to more quickly and naturally connect with customers. This solution promises to be where your customers are – and today, customers are all over the Web:

  • The average U.S. consumer spends 66 hours per month on a computer
  • Of these 66 hours, seven are spent on Facebook
  • There are 11 billion Web searches per month in the U.S. alone, with 66 percent being on Google
  • 210 billion e-mails are sent worldwide daily

A Web-based contact center boasts unified communications (UC), which integrates real-time communication services such as instant messaging (IM)/chat, video conferencing, SMS and more. This way, your agents are constantly available no matter which way your customers choose to initiate a conversation.

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