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Hosted Contact
Center Overview

Hosted Contact Center

Reliance's Hosted Contact Center is a Cloud based Solution capable of supporting multi location Global Contact Center operations. It offers the best in class Genesys Platform without Customers having to:

It is faster, less expensive and more flexible to implement than customer premise-based Contact Centers. The robust platform can scale from 5 to 5000 seats for businesses of all sizes, supporting integrated multiple site operations on an open and secure platform.

Reliance's Global and best in class telecom infrastructure further supplements the platform with enhanced and differentiated features and capabilities like multi-site routing, load balancing, and Intelligent Network (IN) capabilities.

The platform is capable of supporting multi location Global Contact Center Operations by collecting calls globally through it's International Toll Free Number Service and connecting Contact Center Agents Globally through an IP VPN.

The platform is also capable of providing the following Business Process and Productivity solutions without incurring any capital expenses:

How it works

Architecture brief description: PSTN connectivity, Call control, Reporting at hub location and only recording at client's main location.

Call flow:

Incoming call - Customer will dial Toll Free Number / Single Board Number/ DID to reach contact centre. Customers call will first land to hub location and from there it would be transferred to client location through L3 VPN link.

Manual outcall - Agent will initiate call from client location, through L3VPN it will go to hub location and from there to customer through PSTN. Customer will get Pilot no. of PRI terminated at hub location as CLI i.e. Mumbai no.

Usages of L3VPN link - Voice (bearer path) will flow form hub to client locations and vice-versa through L3VPN.

Why Reliance Business Services?

  • Widespread coverage
  • Convergent voice-data-video network
  • Global expertise
  • Consultative approach
  • Customised solutions
  • Dedicated customer support
  • Smart Call Through
  • Auto Call Notifier Overview
  • Insta CallBack Overview
Hosted Contact Center

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