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What is a Virtual Call Center?

A virtual call center is a cloud-based software application that handles sales and service calls from customers using remote agents. In the past, this required special facilities to house the agents and technical equipment. But the advent of hosted cloud contact center software paved the way for a new model - virtual call centers. A virtual call center has its agents geographically dispersed, either in clusters of smaller facilities or, more commonly, working from home.

Cloud call center software allows anyone with a computer and internet access to log in and use it. Enterprising businesses, recognizing the potential benefits, have implemented virtual call centers to capitalize on this feature. The most significant benefit of having a virtual call center is avoiding the overhead cost of having a physical facility. Additionally, because many agents will appreciate working from home, the organization may experience higher than average retention rates.

Virtual call centers provide additional benefits that are available to anyone using the cloud, which include accessing new labor markets, not having to maintain the hardware and software, and being able to easily and quickly scale up and down.

How NiCE is Redefining Customer Experience

NiCE offers the industry’s only unified AI platform for customer service automation. CXone revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

Interaction Orchestration

Omnichannel interaction routing

Digital and Voice Channels

Automatic Call Distributor (ACD)

Interactive Voice Response (IVR)

Proactive Engagement

Workforce Augmentation

Automated notetaking

AI Copilots

Interaction Recording

Quality Management (QM)

Performance Management (PM)

Feedback Management

Interaction Analytics

Service Automation

Autopilot

Proactive AI Agent

Knowledge Management

Experience Optimization (XO)

Platform

CRM Integrations

UCaaS Integrations

Call Center Software

Customer Experiences

Enlighten AI for CX

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