“Virtual” refers to a hosted model where the hardware, software and management of a system is in the cloud, hosted by a 3rd party usually in secure and redundant data centers.
Primary components of a Virtual Contact Center environment includes:
Automatic Call Distributor (ACD) to get calls, email, chat, and other forms of communication to agents located anywhere there is an IP or TDM link
Interactive Voice Response (IVR) for touchtone and/or speech recognition automation
Call Recording to capture the voice of the customer
Pay per use with no capital expenditure also means that you avoid hardware obsolescence and maintenance fees.
Locate agents anywhere there is an IP or telephony connection for remote contact centers and home agents.
Flexibly scale for surges and seasonality without having to maintain hardware on your site that might only be used occasionally.
Uptime monitoring 7×24 by experts utilizing predictive analytics along with data center redundancy to ensure uptime.
Layers of defense spanning physical access, data management, networking and more with PCI validation mitigate threats.
What to Look for
Multichannel – Contact centers today must be capable of handling voice, email, chat, and social media. Look for solutions that support multiple channels with the ability to dedicate agents to specific channels AND with the ability to send multiple channels of communication to each agent (blended agent).
CRM Integration – Delivering exceptional customer experience requires contextual knowledge about your customer that is available to the agent. Look for integrations where the CRM consolidates channel handling and data presentation within the agent’s CRM screen. Also look for a management dashboard that consolidates ACD and CRM reporting.
IVR – Voice recognition and touchtone automation offer 7×24 hour access without waiting for an available agent. Look for resources that apply experienced Voice User Interface (VUI) design with features such as “remembering” what a caller asked about last time to deliver a better caller experience.
Scalability & Reliability – Call surges and seasonality can be challenging to a contact center infrastructure, with downtime looming as a real business threat. Look for solutions that are proven under heavy call volumes with spike condition resiliency.
Security – Threats are increasing within all forms of communication. Look for a contact center solution that provides independently audited PCI DSS 3.1 certification for secure confidence.
Virtual Contact Center: Virtual contact center solutions are provided by VoltDelta.