Virtual Contact Center
Ready to move from the constraints of the traditional call center? Step into the future with a virtual contact center. Build a team of global talent and use built-in analytics to refine their successes. Vonage offers cutting-edge AI technologies, enhancing customer experiences and complimenting your agents.
Speak with a Vonage expert and learn how a virtual contact center can revolutionize your business.
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What is a virtual contact center?
The virtual contact center represents the next step for business communications. Think about everything your business gains from the traditional contact center. Now, imagine if this was enhanced to work within a modern digital setting.
Instead of filling an office with bulky physical hardware, all work would be done over the cloud. You could build a diverse remote team rather than be confined to a local in-office workforce. Moreover, you could easily support your teams and listen in on calls.
The good news is that this doesn’t have to be imaginary. Moving to a virtual contact center provides all this functionality and more. All communications are carried out via Voice over Internet Protocol (VoIP).
There’s no need to set up phone lines and other infrastructure. An agent only needs a stable internet connection, up-to-date software, and a headset. From there, they can jump straight into calls and deliver strong customer experiences. So you’re cutting out hassle and saving money.
The virtual contact center software features you need
Whether it's increased functionality, cost-cutting, or scalability, there are many reasons that virtual contact centers are becoming so popular. But what features should you look for when choosing your contact center solution? Let’s explore some of the functionality that makes Vonage a frontrunner.
Interactive voice response (IVR)
Who best understands customer needs? The answer, of course, is the customer! With interactive voice response (IVR), callers can intuitively answer questions and then be directed to the agent best suited to assist them. So customers arrive at the right agent more quickly, and your teams face less queuing pressure.
Smart call routing
Modern customers expect tailored experiences in all brand interactions. Smart call routing introduces a more personal touch. Here, customers are routed based on key areas like priority and history with a particular agent. Callers feel more satisfied and have a higher chance of achieving first-call resolution.
Outbound dialer capabilities
Are your agents tired of dialing numbers manually, only for customers not to pick up? The Vonage outbound dialer automates the dialing process, letting agents focus on calls. What’s more, you can present a local number to customers. Prospects will likely pick up, and you can close business faster.
Call recording
Every customer interaction holds a lesson. You can keep clear logs of all your inbound and outbound calls with call recording. These can be used for sentiment analysis, training future talent, and other handy purposes. Recordings are easily accessible from your CRM and can be downloaded for storage.
Agent coaching
Your agents are the backbone of your contact center operation. Virtual contact center solutions let you drop into any inbound or outbound calls and identify areas for improvement. With whisper mode, you offer on-the-spot coaching so that your teams perform at the highest level.
Omnichannel functionality
Modern customers use many different communication channels, so you should, too! The Vonage virtual contact center means that customers are just a click away. Multiple omnichannel marketing solutions — including full Salesforce integration — are used to deliver seamless customer experiences.
AI-powered features
Vonage virtual contact center services are augmented with AI-driven speech recognition and analytics technology. AI can act as a virtual agent, directing customers to the correct lines and reducing pressure on human agents. At the same time, it can offer useful insights to aid your teams and help them find answers quickly.
Gamification
Contact center support shouldn’t just be about ticking boxes — it should be fun, too. With a virtual contact center, you can reward agents when they reach personal or business goals. Engaging, game-type activities can enhance everyday tasks, motivating employees to succeed.
Real-time analytics dashboards
Modern contact centers are built around data. Real-time analytics dashboards provide timely and relevant insights. You can monitor team performance at a glance, with easy access to metrics and other valuable information. This helps managers understand how to optimize both agent and customer experiences
How does a virtual contact center work?
A virtual contact center functions much the same way as a traditional contact center. The main difference is that an agent only needs a laptop, headset, and a stable internet connection instead of bulky equipment.
As a result, organizations can benefit from a diverse workforce, with agents often dispersed across different regions and even countries. These employees may work together in offices or operate from their homes.
This often means that flexible schedules are needed to accommodate time zone differences. Luckily, virtual contact center software makes this transition easy. Solutions contain built-in conferencing and group chat capabilities. This enables the easy transfer of information and ensures everyone stays in the loop.
Benefits of moving to a virtual contact center
Wondering whether a virtual contact center is the solution for you? These benefits might persuade you!
Greater flexibility and mobility
With a virtual contact center, you can wave goodbye to the traditional office environment. Agents can operate smoothly with up-to-date software and an internet connection.
This frees you to offer flexible working arrangements, such as hybrid or even fully remote working. Greater mobility helps to build a more satisfied team of employees. You cut out commuting requirements and give agents more freedom to operate the contact center from home.
These steps won’t go unnoticed by your team. They’ll reward you with greater enthusiasm and commitment. This translates to better morale, happier customers, and a rocket boost to growth.
Wider recruitment pool
Why stick to local talent when you can recruit from anywhere? A virtual contact center unlocks a worldwide recruiting pool. This way, you’ll never be short on talent.
If a candidate has an internet connection, they can join your team. You can build a more diverse, knowledgeable, and effective contact center.
This factor can be a game changer when you’re looking to appeal to international audiences. Rather than simply trying to understand a market, you can deploy local knowledge with agents who can best communicate your message in their area.
Improved agent experience and retention
Agent experience is the key to employee happiness. A virtual contact center can help make your team’s jobs more enjoyable.
For instance, Vonage gamification adds fun to agents' day-to-day lives. At the same time, managers are equipped with tools to help coach agents to succeed in their career goals. Instead of feeling like another “cog in a wheel,” employees will be inspired to work toward success.
Greater contentment also helps your existing employees feel more comfortable in their roles. You’ll be more likely to hang on to your most valuable agents.
Cost-savings and operational efficiency
Think about all the costs accrued by a traditional contact center. You’re paying for infrastructure, storage, maintenance, and security. These are all factors your business could do without.
That’s why a virtual contact center is much more cost effective. Here, you’ll sign up for a payment package that aligns with your needs. So you’re never paying for features you don’t use.
What’s more, this solution even enables you to cut costs further. The virtual contact center’s VoIP approach allows you to switch to a hybrid or fully remote working model. This allows you to downsize or even cut out the office entirely.
Enhanced scalability
Has scaling become more of a headache than it should be? This is a common problem for many businesses. Traditional contact centers rely on physical hardware, including physical servers, cables, and other equipment.
You’ll need to install more hardware when you want to scale up. Eventually, you might need to change office spaces to accommodate new infrastructure.
Companies with virtual call centers operate entirely via the internet. There’s no need to install additional infrastructure when scaling. Instead, you just switch payment packages. This means a business can easily scale up or down.
Virtual contact center software to help you deliver outstanding CX
Customers expect the best from your business communications. This means delivering outstanding customer experiences every time. However, you also need the strongest possible agents to meet customer expectations. A virtual contact center is a powerful way to ensure teams are properly equipped to address customer needs.
But don’t just take our word for it. Talk to an expert and see how Vonage can help your business communications succeed.
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Compare plans & buy online Schedule a conversation 1-855-430-6401Virtual contact center FAQs
A virtual contact center operates using Voice over Internet Protocol (VoIP). With VoIP, all contact center functionality is hosted on the cloud. This is opposed to a traditional contact center, where all infrastructure is housed and maintained in-house.
You might consider a virtual contact center if any of the following points apply.
You want a solution that boosts efficiency and embraces the latest innovations.
You’re burdened with costly infrastructure.
You find scaling your contact center operations challenging.
You want to save money and resources.
A digital contact center offers an all-in-one solution. Alongside standard phone calls, this integrates communication channels such as social media, email, and SMS messaging. Digital contact centers are also often enhanced with AI and analytics tools.
