SA Hosted's Virtual Contact Center gives teams the tools to run voice and digital interactions, route customers intelligently, support remote agents, monitor quality, and give clients visibility — without building or maintaining infrastructure.
What is a hosted virtual contact center?
A hosted virtual contact center is a cloud-delivered platform that gives contact center teams the technology to manage customer interactions across voice and digital channels — without on-premise hardware or software. SA Hosted's VCC includes omnichannel routing, a unified agent desktop, hosted IVR and PBX, call recording, AI quality assurance, client-facing reporting, and integrations with CRM platforms, all managed by SA Hosted on AWS infrastructure.
The SA Hosted VCC is not a single tool — it is a full stack of contact center capability managed together. Rather than stitching together separate vendors for telephony, messaging, QA, and reporting, clients get a coordinated platform where each piece is configured to work with the others from day one.
Discuss Your SetupInbound and outbound voice plus SMS, email, web chat, and WhatsApp through the SA Motion engine.
Skills-based routing, priority queueing, overflow handling, and virtual call queueing with callbacks.
One interface for agents across all channels, with dynamic scripts, data capture, and customer context.
Drag-and-drop IVR configuration, Amazon Polly text-to-speech, hosted PBX and softswitch — no hardware required.
Full call recording with secure storage, compliance redaction, and agent/supervisor voicemail.
SAEval monitors 100% of interactions, providing coaching insights and compliance flagging across every agent.
Real-time dashboards, SLA tracking, and a client-facing portal so buyers can see their own service metrics.
Browser-based access so agents can work securely from any location. No VPN required for the agent desktop.
The VCC is structured in layers — from customer channels through the omnichannel engine, to routing, to agents, to management tools, to infrastructure.
Conceptual platform architecture — SA Hosted Virtual Contact Center
Multi-client environments with distinct routing rules, agent pools, reporting, and client portals for each account.
Customer service and support teams replacing on-premise systems with cloud-hosted infrastructure.
Distributed agent teams that need browser-based access without VPN dependencies or hardware constraints.
Tell us what you are running today and what you need to run better. We will help you understand whether the SA Hosted VCC is the right fit.