contact center technology delivered as a cloud-based platform
GDS Hosted Contact services provide a cost efficient alternative to the legacy contact center, ensuring the flexible capability of world-class customer service on one platform.
- Easy to deploy
- Customizable workflow capable
- No hard equipment invested
Problems It Solves
- High cost of traditional contact center solutions
- Siloed communication channels
- Difficulty tracking and managing customer interactions
- Inconsistent customer experience
- Inability to scale to meet peak demand
- Multiple, complex bills for telecom services
Today’s customers want to communicate via the channel of their choice, be it voice, email, chat, text messaging, or social and mobile applications. Organizations need an integrated contact center platform that optimizes customer service through a seamless, omnichannel experience. However, legacy contact center solutions are costly and complex, and lack the flexibility to respond to customer demands.
Hosted contact center services from GDS provide a more agile and cost-efficient alternative. The solution features the latest contact center technology delivered as a cloud-based platform that eliminates large capital investments in on-premises equipment. GDS has engineered the solution to provide optimum performance and availability, with the assurance of real-time monitoring and responsive support through our Network Operations Center.
Easy to deploy and use, GDS hosted contact center services enable smaller organizations to create a world-class customer experience. The solution can be customized to support specific workflows and scaled up or down as needed to meet changing business requirements.
GDS Hosted Contact Centers enable you to:
Optimize customer and support services
by effectively managing voice, chat, text messaging and social media. Customers are automatically routed to the right agent regardless of communication channel.
Track call activity and access detailed customer insights
to enhance up-sell and cross-sell opportunities.
Empower contact center managers
with powerful metrics and historical reporting. Managers can analyze hold times, abandon rates and other call patterns and predict call volumes to enable more accurate scheduling.
Get agents up to speed quickly
with a simple, intuitive interface that minimizes training requirements.
Tap contact center talent regardless of location
through the “anywhere access” of the cloud. The solution also facilitates disaster recovery plans and emergency communications by enabling agents to work remotely if needed.
Keep your IT department happy
with no additional load on your infrastructure and no operational overhead. GDS hosted contact center services are easy to administer and backed by our 24x7x365 maintenance and support.