Virtual Call Center Software
WHAT IS VIRTUAL CALL CENTER SOFTWARE?
A virtual call center is a customer service call center where agents can manage customer service calls virtually from multiple geographies and remote locations. Virtual call center software reduces the need to set a physical infrastructure. It is a cloud-ready software that allows customer service reps to handle interactions virtually.
Why Do You Need Virtual Call Center Software?
Ease of Deployment
Stay away from hardware installations with a virtual call center software which is hosted over the internet. You need a strong internet connection, application server, and database on cloud and you have a ready-to-go call center that can be operated from your preferred locations.
Scalability and Flexibility
Scale your business with virtual call center solutions as you grow. Increase or decrease agents with ease without worrying about the operational cost. Migrate easily from on-premise to virtual call center and handle large call volumes without any hassle.
Reduce the risk of hardware failover or downtime to maintain the flow of your business. Virtual call center solutions provide built-in recovery mechanisms and Ameyo’s Virtual Call Center Software takes care of your cloud infrastructure and ensures backups, hence the call flow remains undisturbed in all locations.
FEATURES YOU WILL LOVE
Work Across Time Zones
Difference of time zone in multiple geographies is challenging for organizations to align their business operations. Let agents be available 24*7 for constant customer support with Virtual Call Center Software. It allows agents to access the data from any location and handle call flow with ease. Do not miss any interaction and create business value by improving customer engagement across inbound and outbound calls.
Empower your Workforce with Seamless Integrations
Let your agents drive the contextual conversation with customers and deliver seamless customer experience. Integrate your existing in-house system or third-party CRM to allow your agents to make well-informed decisions. Contact history displayed in the browser before every call connect ensures that the context is preserved. CRM-CTI integration with Zendesk, Freshdesk, Zoho, etc. ensures the flexibility in your business workflow.
Enable Smart Routing
Route the calls smartly to best-suited agents and increase customer satisfaction. Identify the availability of agents and keep a track of idle agents to efficiently use the routing algorithm to send interactions to appropriate queues. Upgrade your existing skill-based routing strategies while prioritizing interactions and automatically assign them to the most skilled agent available in the queue. Delight customers while routing them to their preferred agents smartly.
Automate Dialing Strategies
Increase the agent’s productivity and reduce the mundane task of manually dialing. Automatically assign the calls based on configured parameters like agent’s availability, average call handling time, call drop ratio etc. with a predictive dialer. It detects the call waiting, call on hold, call not answered etc. to save agent’s time and only routes the answered calls to maximize their productivity.
Reporting and Dashboard
Virtually analyze call details, call performance, call distribution, and call volume in one screen. Record inbound and outbound calls and monitor each agent’s performance on the basis of preset quality standards. Monitor multiple campaigns simultaneously and choose the KPIs that are important to your business specific needs with virtual call center. Manage ticket distribution in peak hours while driving insights through customer interaction data.
“We have been using Ameyo for more than an a decade now. It is a perfect call center solution and is a CRM in itself. Ameyo is a perfect cloud solution for us and we see no challenge even if we scale up to 20,000 requests.”
Business Head, Consumer Experience – UrbanClap
Ready to Transform your Customer Service?
Weave the complete customer engagement strategy
Improve your call center operations with virtual contact center solutions that covers all your outbound and inbound call center needs.
Learn more about how you can run a virtual call center better: