What is a Virtual Contact Centre?

A virtual contact centre is a solution that supports contact centre agents who are spread throughout various geographical locations. It makes efficient use of distributed and varied workforces by matching the appropriate agent with the customer according to why they reached out to your company and which channel of communication they used.

How Genesys can help

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

Virtual contact centre solutions from Genesys provide:

• Optimised workforce via accurate forecasting and cost-effective scheduling
• Integrated multichannel solutions for voice and digital
• Streamlined customer service routing to achieve quick, efficient resolutions
• Secure, scalable and flexible platform to enable your customer experience strategy to grow with your business

Discover how and why organisations are driving radical customer experience improvement programmes with the analyst guide, “US Customer Experience Decision-Makers’ Guide (2019-20 – 2nd edition).”