ID Hybrid - Hosted Call Center Solutions

Hybrid contact center deployment option combines the best of both worlds: the flexibility and scalability of the cloud, with the control and security of on-premises solutions. With hosted call center solutions businesses can achieve exceptional customer engagement while maintaining control over critical operations and sensitive data.

ID Hybrid combines both on-premises and cloud-based elements. With local telephony at each location, and software applications on a public or private cloud, Teckinfo lets businesses have the power of both security and flexibility. It allows you to utilize a mix of in premises infrastructure and cloud services, depending on their specific requirements. Organizations can fulfil their data protection needs while benefiting from the ease and low infrastructure requirements of a CCaaS solution. An ideal option for multi-locational setup with a single CTI, local telephony and centralised database, mixed deployment does the job as the set up can be on a centralized location where in the data and the services can be accessed by any connected location.

Experience the Best of Both Worlds with a Hybrid Solution that Blends Cloud and On-Premises Setups for Superior Customer Engagement and Support

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What is a Hybrid Contact Centre Deployment?

It refers to a customer service setup that combines both on-premises and cloud contact center elements. It blends on premises telephony with cloud hosted automation software’s to enhance customer experiences across various communication channels.

What is a Hybrid Contact Centre Deployment?

It refers to a customer service setup that combines both on-premises and cloud contact center elements. It blends on premise telephony with cloud hosted automation software’s to enhance customer experiences across various communication channels.

Key Capabilities of Cloud Based Contact Center Solutions

Hybrid cloud solution combines best of both the worlds, facilitates capitalization on existing infrastructure and the advantage of the scalability, flexibility, and transformation resources offered by cloud-based contact center solutions. Organizations are able to mould their setup to their specific needs and deliver a unified and consistent customer experience with these capabilities:

  • Flexibility and Scalability: Organizations can cash in on both on-premises and cloud-based resources, flexibility to scale up or down based on demand, add, or remove agents and channels as needed.
  • Integration with Existing Infrastructure: Our hosted call center solutions can integrate with existing telephony systems, CRM platforms, and other applications.
  • Omni-channel Communication: Supports omni-channel communication, allows customers to engage through various channels viz: voice, email, chat, social media, and SMS.
  • Automatic Call Distribution: Efficiently distribute incoming calls to the right agents, wherever they are located. Calls can be intelligently routed based on skills, availability, or other predefined rules.
  • Unified Agent Desktop: A unified desktop interface that consolidates customer information from different systems and channels, enhances agent productivity.
  • Redundancy and Business Continuity: Leverage both on-premises and cloud resources to ensure business continuity during network outages or other disruptions.
  • Security and Compliance: Robust security measures viz: encryption, access controls, data privacy features, and compliance certifications to protect customer data and ensure regulatory compliance.
  • Analytics and Reporting: Comprehensive analytics and reporting capabilities of hybrid contact center systems help provide valuable insights into call volumes, agent performance, customer satisfaction, and other key metrics.
  • Agent Collaboration: Collaboration tools viz: instant messaging, presence indicators and document sharing enhance teamwork and knowledge sharing among in-premises and remote agents.
  • Hybrid Infrastructure Management: Option for centralized administration, monitoring, and configuration options allow organizations to manage contact centre resources holistically.

Seamlessly blend the best of both worlds, cloud and on-premises with hybrid contact center. Speak to our team!

Benefits of ID Hybrid Contact Center Deployment Option

Flexibility and Scalability

  • Adjust to the changing business needs and intermittent fluctuations effortlessly and cost-effectively without compromising performance or efficiency.
  • Embrace the dexterity of ID Hybrid to quickly deploy new services and channels to keep up with a dynamic market.

Control and Security

  • Maintain secure access to sensitive data and critical operations. Comply with government regulations and uphold customer confidence.
  • Utilize enhanced security and privacy protocols, reducing risks associated with hosted call center solutions.

Customization and Integration

  • Hybrid contact center deployment option allows integration with legacy systems, capitalizing your current investments. 
  • Integrate CRM platforms, communication channels and other business applications to deliver a unified and enriched customer experience.

Business Continuity and Disaster Recovery

  • Maintain uninterrupted service to your customers by switching seamlessly between cloud and on-premises systems in the event of connectivity issues or emergencies.
  • Benefit from the redundancy and disaster recovery capabilities of ID Hybrid, retain security of the on-premises resources.

Cost Optimization

  • Benefit from the cost-efficiency of cloud-based call center solutions and yet retain the advantages of existing on-premises infrastructure. 
  • Pay for what you use, eliminate the need for significant upfront investments.
  • Extend the life of legacy systems, integrate new technologies, reduce the need for a complete overhaul.
ID Hybrid blends the agility of the cloud with the control of on-premises solutions. Unlock the potential of hosted call center solutions to transform your customer engagement strategy. Get in touch with us today to discover our software’s unparalleled flexibility, security, customization, and cost efficiency for your contact centre.
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    See Frequently Asked Questions

    What are the benefits of a hybrid contact center?
    It offers the best of both worlds - utilization of existing infrastructure and flexibility and scalability. It ensures quick and accurate responses through automation resulting in improved customer satisfaction.

    ID Hybrid supports a wide range of communication channels, including phone calls, emails, chat, social media, and more. It ensures consistent customer experiences across all channels, with AI and human agents seamlessly collaborating.

    Yes, ID Cloud software can be tailored to the unique requirements of each business. The components can be configured to align with the business process requirements and the brand's values and voice.

    Data privacy is a priority in hybrid cloud services. Systems are designed to handle sensitive information securely, and human agents can be trained to adhere to data protection guidelines, ensuring customer information remains confidential.