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Five key benefits of a virtual contact center

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Five key benefits of a virtual contact center

Understanding virtual contact centers and how they can help your business

A virtual contact center (VCC) is a cloud-based contact center solution that seamlessly unifies communication channels to optimize the customer journey and provide true omnichannel engagement.

Endless new communication channels necessitate that your business adapts to your customers’ preferences as well as technology advancements and data needs. A shift in call center platforms to the cloud further facilitates this evolution. The flexibility and scalability of a virtual contact center give your business the ability to consistently deliver the latest functionality to the market ahead of your competitors.

The pressure is on to increase operational efficiencies and deliver more personalized and seamless interactions while effectively dealing with capital expenditure pressure and scrutiny. It’s imperative to find a solution that delivers. Moving to a cloud-based VCC offers several compelling business and operational benefits to meet your needs.

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"We’re thrilled with Genesys Cloud CX, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades."

Dwayne Calder

Managing Director

Insights & Enablement, Client Care

Key benefits

Availability: Be there when your customers need you

A VCC supports geographically dispersed contact center agents instead of requiring all agents to work out of the same physical contact center location. This ensures customer care collaboration anywhere. VCCs have higher agent satisfaction rates and, therefore, lower agent turnover. And that leads to better customer service, a higher ratio of skills-based agents and considerable cost-saving operational efficiencies

Scalability: Ensure your contact center can grow with your business

A virtual contact center is housed in the cloud—a highly flexible environment that can scale, grow and change to meet customer demands. Whether you need to add new technologies as your business and customer needs change or alter the number of available agent seats to meet short-term spikes or long-term changes, a VCC gives you the flexibility to meet ever-changing needs.

Visibility: Gain insight into the customer journey from start to finish

A virtual contact center gives you the operational benefits of the cloud in a single browser-based view. Extract insights from various touchpoints and channels to deliver comprehensive customer context directly to the agent interface. Giving agents access to what they need in a single application improves efficiency and eliminates customer frustration caused by a siloed system that forces them to repeat information. With a VCC, necessary information is on-demand, always on and easily accessible to agents through a single dashboard.

Affordability: Moving to the cloud is simple and cost-effective

As organizations look at alternative ways to extract maximum return from their budgets and lower costs, many find that the on-demand model of a VCC—with low to no setup fees and the ability to quickly and cost-effectively address usage fluctuations—has a positive effect on their capital expenditures. Plus, you don’t need to worry about the cost of a future upgrade. A virtual contact center is updated continuously, giving you up-to-date functionality at no added cost.

Productivity: Improve your analytical insights, resolution rates and intelligent routing capabilities

A VCC with an intelligent, robust IVR on the front end enables a significant portion of calls to be handled without need for an agent. And this allows your call center employees to manage more complex customer issues. When a caller is transferred to an agent, the context transfers with them, so your agent can solve the problem the first time—with no need for customers to repeat themselves. This raises first call resolution rates and delivers significant productivity improvements for the business. Plus, it improves customer satisfaction.

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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