Hosted Contact Centre
Cloud-based contact centre solution with dual UK data centres, and 24/7 support.
The Challenges
Legacy On-Premise Costs
Expensive capital expenditure, ongoing maintenance, and limited scalability of traditional contact centre infrastructure.
Location-Bound Agents
Agents tied to physical office locations with limited flexibility for remote or hybrid working arrangements.
Limited Visibility
No real-time visibility into performance metrics, agent productivity, and customer satisfaction levels.
Slow Adaptation
Lengthy implementation cycles and difficulty adapting to changing customer demands and market conditions.
What is Hosted Contact Centre?
Hosted Contact Centre is a modern, cloud-based solution that eliminates the complexity and cost of on-premises contact centre infrastructure. Resilient BT network infrastructure and hosting across two ISO 27001-accredited UK data centres, it delivers enterprise-grade capabilities without capex investment.
With native disaster recovery HCC enables agents to work from anywhere while providing real-time visibility and control.
Key Benefits
- 100% cloud-based with no capex investment in on-premises platforms
- Work-from-anywhere agents with complete flexibility
- Real-time wallboards and advanced reporting (35+ templates)
- PCI-compliant call recording (90 days standard)
- Native disaster recovery across 2 UK data centres
Why Claranet?
100%
Cloud-Based Solution
2
UK Data Centres (ISO 27001)
24/7/365
Support Available
35+
Report Templates
90 Days
Call Recording (Standard)
Service Components
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Voice Campaigns
Inbound, outbound, and blended voice campaign capabilities with advanced call routing and queuing.
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Outbound Dialler
Predictive, Preview, and Auto-Preview dialling modes for optimised agent productivity and customer reach.
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Email & Webchat
Multi-channel customer engagement with email campaigns and up to 5 concurrent webchat sessions per agent.
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IVR & Workflows
IVR designer, call-back functionality, and payment gateway integration for complete customer journey automation.
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Reporting & Wallboards
35+ pre-built report templates, live wallboards, and real-time alerts for instant performance visibility.
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Voice Recording
PCI-compliant call recording with 90 days standard retention and pause/restart functionality.
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API & Integration Suite
Comprehensive APIs for CRM and Workforce Management integration, enabling seamless system connectivity.
Technical capabilities
IPScape Cloud Platform
Enterprise-grade contact centre platform built on BT's proven infrastructure with continuous innovation and upgrades.
Omnichannel Campaigns
Unified campaign management across voice, email, and webchat channels for consistent customer experience.
Intelligent Call Routing & IVR
Advanced call routing algorithms and self-serve IVR options reduce wait times and improve first-contact resolution.
Real-Time Reporting & Wallboards
Live performance dashboards and real-time alerts enable managers to respond instantly to operational changes.
PCI-Compliant Voice Recording
Secure call recording with compliance controls, pause/restart functionality, and audit trails for regulated industries.
CRM & WFM Integration
Native API connections to major CRM platforms and workforce management systems for operational efficiency.
Accreditations & Compliance
Certified expertise you can trust.
Ready to Transform Your Contact Centre?
Speak with our experts about how Hosted Contact Centre can drive efficiency and flexibility in your organisation.