What are Hosted Services?

In a hosted services arrangement, an organization contracts with a vendor to host technical solutions in the vendor’s data facilities. This allows the client to leverage the vendor’s technical infrastructure and avoid capital expenditures associated with hardware and, in some cases, software.

Web hosting, in which a third party hosts a company's website, is an example of a hosted service. Organizations also commonly have their email hosted. Hosted service arrangements are also frequently used for off-site data backup and disaster recovery contingency plans.

There are many variations of hosted service arrangements. For example, the vendor may only take care of the servers, leaving the software management to the client organization. However, in software as a service (SaaS) situations, the vendor provides and maintains both the servers and the software, for a full-service solution.

Hosted services, especially SaaS, are often a beneficial option for contact centers to choose for all or part of their contact center technology. Cloud-based services, which are a subset of hosted services, offer contact centers flexibility, scalability, security and economy. For example, with cloud-based solutions, contact centers can easily scale up and down to match the seasonality of their volume. Additionally, new channels can be added quickly and seamlessly. And, perhaps best of all, with hosted services contact centers can worry less about technology and more about their primary function – delivering exceptional customer service.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.