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, their agents work 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 the overhead cost avoidance of not having a physical facility. Additionally, because many agents will appreciate working from home, the organization may experience higher than average retention rates.

And virtual call centers experience 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 can help

Thinking about implementing a virtual call center? We have solutions for that.

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.