What is a virtual call centre?

A virtual call centre (VCC) is a solution that supports contact centre agents that are dispersed geographically instead working from a single physical location to provide customer service interactions. A virtual call centre makes efficient use of distributed and varied workforces by matching the appropriate agent with the customer based on the rules that make sense for the business.

How Genesys can help

The Genesys Customer Experience Platform creates a seamless one-to-one customer experience through a customisable platform with out-of-box CRM integration capabilities. A cloud-based virtual contact centre empowers your business to deliver consistent and personalised experiences at every touch point on any channel.

A cloud-based virtual call centre offers these benefits:

• Quick, easy deployment with minimal IT involvement
• No capital investment and low operating costs
• Secure, scalable and flexible platform
• Optimised workforce via accurate forecasting and cost-effective scheduling
• Integrated multichannel solutions for voice and digital
• Competitive advantage through optimal customer experience

Download this ebook to learn how a cloud contact centre can add capabilities and new efficiencies, increase the calibre of your customer experience, and build customer loyalty.