virtual call center platform
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Virtual Call Center Software & Virtual Contact Center Solutions
Ensure your remote agents have the right tools on hand to boost productivity and engagement. Set up your agents for success with artificial intelligence (AI) and data analytics tools that enable real-time coaching and knowledge management. Get tools that let you work the way you need. Increase agent productivity with work that is meaningful and engaging using gamification tools. A global bank deployed Virtual Contact Center to improve customer experience (CX) with a unified platform that allows personalized and preferential service while enhancing employee engagement. Give your hybrid and remote agents the ability to respond anytime, from anywhere, to help ensure your customers are always taken care of. Engage customers, empower agents and build personalized experiences that help set your business apart. Enable customer interactions with an advanced, cloud-based contact center platform. Engage your customers through our next-generation cloud contact center. Build customer trust and loyalty by protecting and securing your customer data, operations and enterprise voice traffic, and employees no matter where they work. Secure your inbound call traffic to improve customer experience and ROI. Protect your contact center from inbound fraud and improve customer authentication. Our advanced call analytics technology helps restore trust in the nation's phone network. Learn how customer experience is the new frontline in cybersecurity. Explore how a virtual contact center benefits your enterprise. With the increased demand for a seamless digital customer experience, the role of the chief information officer (CIO) is also undergoing a big transformation. Migrate to a cloud contact-center solution, add self-service/artificial intelligence, or embed conversational AI tools into your existing contact center with our help. Keep your teams, customers and partners connected and engaged wherever work takes them. Use strong security protocols and identification practices to help protect your organization, employees, customers and data wherever work takes them. Call sales,Chat with us,Have us contact you,Already have an account?
Learn moreVirtual Contact Center (VCC): Virtual Call Center Software
Orchestrate customer journeys, empower agents and provide exceptional cloud contact center experiences. Verizon Virtual Contact Center (VCC) tools are embedded with purpose-built AI to create seamless human-assisted, digital-first customer interactions. VCC Expert and Guide solutions proactively help customers find the right information at the first point of interaction – web, search engine, chat, social media, etc. – to give them a smart beginning to their journey, right at the digital doorstep. Orchestration solutions connect and route customers across their entire journey in a way that's frictionless, consistent and smart, combining digital channels, self-service and voice as one. VCC provides over 30+ digital channels for organizations to offer their customers. AI-powered smart self-service chatbots and virtual assistants enable your customers to resolve their own issues around the clock. Meet your customers wherever their journey begins, monitoring sentiment and empowering them to solve challenges on their own as a first option. Integrate all digital and voice channels to provide a frictionless journey for your customers and resolve concerns on the first attempt. Leverage analytics to make omnichannel interaction data relevant, easy to consume and actionable, improving decision-making at all levels. Improve agent productivity with workforce engagement tools such as agent assistance, personalized quality management, coaching and gamification. Leverage flexibility and scalability to deploy agents virtually anytime, anywhere, as business demands change. Our pricing model charges for services when agents are signed in. When integrated into our network, VCC provides a single-rate voice transport cost per minute with no access charges. Agents receive critical information so they can be prepared for interactions while creating personalized and unique interactions that delight customers and resolve their issues quickly. AI-powered tools help customers fully and conversationally resolve customer needs across multiple industries with broad applicability to a wide range of use cases without human agents. With holistic customer experience (CX) data, VCC AI routing tools are able to quickly analyze data collected and predict the right agent to assist with the problem. VCC is designed to anticipate a user's needs and provide immediate resolution with targeted, timely and relevant information. With Verizon IDA and PIP connectivity, customers have the advantage of network on demand, global reach and flexible connectivity models. Agents and supervisors employ a suite of workforce optimization, analytics, voice-of-the-customer and automation tools to help them understand, analyze and improve journeys. A valued CX partner,agents on VCC,professional services agents across the globe,countries with VCC service,Our software solution enables your customers to contact you when and how they want—by phone, email, chat or text. IP Contact Center is a Voice over IP (VoIP)-based voice calling solution for contact centers, including multiple originating calling options and number types as well as terminating options that include IPIVR. Secure your inbound call traffic to improve customer experience and ROI. Protect your contact center from inbound fraud and improve customer authentication. Optimize retention with cloud-based queue management. Cloud contact centers use software solutions to manage operations virtually so customers and agents can interact across multiple channels, no matter where they are. AI is fast, efficient and time-saving, enhancing how contact center agents collect key information by using conversational self-service, anticipating customer needs and facilitating agent-assisted channels to resolve issues faster. A chatbot offers customers self-guided help over text to determine whether issues can be resolved before escalating interactions to live agents. Digital CX refers to the overall perception customers have of a brand's digital presence, from website to social media, and how seamlessly they can interact with all of those channels. Automatic call distribution (ACD) software automatically sends customer messages—calls, texts, emails, etc.—to the agent best suited for the interaction based on analysis of their skill sets. Workforce management (WFM) is a subset of our VCC workforce optimization (WFO) solution. WFM focuses on operational management factors such as staff and costs (hours tracking and absence management). VCC also uses tools to help train contact center agents to improve productivity and customer satisfaction, helping to lead to greater CX and employee engagement. Verizon Virtual Contact Center or VCC is a cloud contact center that supports multiple digital channel interactions (such as social media and chatbots) versus a traditional call center that only supports voice calls. VCC is a scalable and flexible solution to meet your unique business needs. VCC provides the ability to capture voice and screens. The solution can be configured to record voice and screen recordings for incoming, outgoing and agent-to-agent calls. VCC also offers masking tools to prevent recording of passwords and protected information. VCC Analytics and QM Analytics work off of recorded interactions. Speech analytics for voice calls can take several hours for the recording to go through the transcription phase (chats and emails are available immediately). Recorded interactions (voice calls, chat and email) in the VCC QM Analytics solution are available for playback near real time. VCC Preview and progressive dialer both help improve connection rates when used with a dialing plan. Manual Agent Dialing is available as a core function of VCC. For automated outbound dialing, the Personal Connection Dialer supports multiple dialing modes, which you configure through parameters on a per-skill basis. Verizon Virtual Contact Center provides forecasting, scheduling and machine learning tools to improve workforce productivity, shift bidding, agent evaluation and much more. Call sales,Chat with us,Have us contact you,Already have an account?,These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. 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Learn moreVoice Call Back Cloud Solutions: Virtual Queue Management
Elevate caller experiences and retention. Puts incoming calls into a cloud-based virtual queue with innovative callback capabilities that help transform call center success. Voice Call Back Cloud helps you create a natural flow from your interactive voice response (IVR) solution to your callback and queue management experience. We provide professional IVR voice prompts for callback right out of the box, so your callback offer can sound legitimate. Voice Call Back Cloud lets you offer the callback option during the IVR stage after your IVR authentication, segmentation and self-service options. You can present the callback option early to help eliminate the frustration of being put in a hold queue before knowing there's a callback option. Our customer callback and queue management solution also gives you the flexibility to execute different callback strategies for end of day and after hours, so you can prevent call build-up at the end of normal business hours. Customize your estimated callback time (ECBT) offer to be as compelling as you like. That includes providing some good news before announcing the ECBT. Includes smart rules for customizing 35 different callback settings, pacing synchronization, SMS status notifications to update callers, callback confirmations, reminders, customer-first dialing, agent-first dialing, post-callback surveys and more. Voice Call Back Cloud can integrate with all of your communication channels across all your business units, regardless of size or infrastructure, to help create consistent customer experiences to minimize customers abandoning you. Customers browsing your site or chatting with an agent can receive a callback using the click-to-call scheduler, enabling a "let us call you" experience. Callers can request a callback from a digital or voice channel, which can help minimize hold times. These requests retain call context and additional information about the call across all channels. Call context information includes information collected from IVR interactions prior to the callback offer, a chat session, or a webpage trail and input to assist the agent during the return call. Empower your customers to choose whether to remain on hold to improve customer satisfaction, increase brand loyalty and optimize contact center performance. Let customers schedule a callback at a more convenient time or when the next agent becomes available. Use customer-first callbacks to dial the caller first to mitigate agent idle time. Minimize excessive repeat calls that can negatively impact the accuracy of workforce management forecasting. As a cloud-based service, Voice Call Back Cloud requires no additional on-premises equipment, eliminates maintenance costs and enables rapid implementation. Integrates with Verizon contact center solutions, as well as other automatic call distribution (ACD) and Cloud Contact Center as a Service (CCaaS) solutions. Having only one pacing setting can put operational efficiency at risk. Instead of only relying on first-in, first-out (FIFO) pacing, you can slow down or speed up pacing based on changing needs. The flexibility to deploy either customer-first or agent-first dialing for different lines of business or agent pools can help increase agent satisfaction and productivity. Get the flexibility to modify how callback works during regular business hours, right before closing and after closing. The solution also uses predictive algorithms to help you decide whether or not to call back near or after closing. Maintain queue integrity by checking inbound phone numbers against those already in the callback queue, and gently reminding and preventing callers from doubling up on scheduled callbacks. Build trust with your customers with immediate push-out text confirmations after a caller schedules a callback, as well as texting reminders about upcoming scheduled calls. Measure KPIs critical to score impact, including average response time, punctuality, wait time and call time to further help you improve Customer Satisfaction (CSAT) and Net Promoter Scores (NPS). Trusted callback and queue management,Callers who chose to receive a callback in 2019Minutes of queue time eliminated in 2019,Years of customer hold time saved,Enable customer interactions with an advanced, cloud-based contact center platform. Yes. It easily links your customers' digital journey with their voice journey for a true end-to-end view. Automated callback software improves customer experiences by eliminating or minimizing customer hold times by giving callers the option to receive a callback at a later time rather than waiting on hold. High call volumes can create stress for agents and frustration for customers. Callback technology like Verizon Voice Call Back Cloud combines queue management, robust callback capabilities and predictive algorithms to reduce the length of hold queues during peak times by giving the customer the option to receive a callback without losing their place in the queue or to be called back at a more convenient time. It can also help workforce managers more efficiently forecast staffing needs and better manage the risk of overstaffing or understaffing. Call sales,Chat with us,Have us contact you,Already have an account?,These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreQuestions related to "virtual call center platform"
Case Studies related to "virtual call center platform"
CES Technologies: Temporary Internet Services For Events Business
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Press related to "virtual call center platform"
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