Enhance Remote Call Center Agent Productivity with a Secure Virtual Call Center Software

What is a Virtual Call Center?

A virtual call center, also known as a remote contact center is a working model where your call center agents are not confined to an office or a device. They have the freedom to work from anywhere while receiving inbound customer calls and managing outbound queries. With flexible deployment options it offers a cost-effective solution to the traditional, legacy call center solutions

How Does a Virtual Call Center Work?

Virtual call centers are essentially having a call center which can be accessed remotely. Virtual Call Platform can be both hosted on cloud or business premises depending on business requirements. Once a virtual call center platform is deployed, the remote agents log into the system from their respective locations and are all set to handle customer calls similar to an office environment.

Switch to the Best Virtual Call Center Software for Your Business

Establish Remote IT Governance

Equip yourself with up to 15 parameters to overcome remote IT infrastructure challenges. Ameyo’s Application Infrastructure Management allows you to get a 360-degree view of all remote systems, devices, and environments with qualitative & quantitative feedback to Call Center Supervisors.

Centralized Control of Remote Operations

Don’t let a dispersed remote workforce and different telephony systems get in the way of monitoring your virtual agents. Get a unified view of all your virtual call center agents while having the flexibility to login from multiple devices or interfaces ans scale your remote operations with ease.

Intelligently Route your Calls

Make the most of your agents’ skills. Use the routing algorithms to automate call routing based on the availability of agents, their expertise, or customer buying history. Don’t make your valued customers repeat their queries. Connect them to the last agent they spoke to and ensure faster query resolution.

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Automate Dialing to Eliminate Mundane Tasks

Allow your agents to focus on priority issues by eliminating routine, manual tasks. Configure the dialing strategies based on pre-set parameters for automatic lead assignment based on call traffic, available agents, call drop ratio, etc. Thus, increasing agent productivity with autodialer software.

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Improve Visibility of SLAs & KPIs

Remotely monitor call details, call performance, call distribution, average wait time, number of customers in the queue on a single screen. Monitor multiple campaigns simultaneously and choose the KPIs that are important to your business-specific needs while fetching and scheduling reports to be sent to your inbox to examine later.

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Don’t Miss Calls after Business Hours

Integrate voicebots and chatbots to serve customers after business hours while allowing them to schedule a call back at a convenient time to resolve the issue. Do not lose out on any prospective customer by getting a missed call report to ensure they are catered to. Thus, increasing your conversion rate.

Have Contextual Conversations

Provide your customer care reps with all the customer data using CTI integration to have quality conversations. At the same time, the agents can merge, split, or transfer an interaction to a different agent while maintaining the context of the conversation. In case the details need to be changed, the agents can easily do it from the same tab – the data will be pushed to the CRM.

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Make Remote Working Fun with Ameyo’s Virtual Call Center Solutions

Auto Dialer

IVR

ACD

Blended Campaigns

Omnichannel Support

Call Center Integrations

CTI Integration

Unified Desktop

Flexible Deployment

Real-time Monitoring

Call Center Reports

Click-to-Call

Voice logger

Voiceblaster

Single View of Customer

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Frequently Asked Questions

A virtual call center software is a customer service call center where agents are not bound by geographically centralized location. It provides the flexibility of working from different remote locations, working from home or different offices. It allows companies to deliver their services across different time zones and reduce the infrastructure cost.

In virtual contact center solutions, integrating with in-house or third-party CRM helps preserve the context of the conversation and give better insight to agents about the customer journey. Agents can make well-informed decisions when they are prepared for the call, thus maintaining the flexibility of workflow.

Yes, a virtual call center software can support multiple channel interaction like Chat, Voice, and Email as is required by the business.

With a virtual call center software, it becomes easy to scale up or down the business size elastically. With the reduced cost of infrastructure and hardware installation, a virtual call center solution is an easy to deploy model that is equipped with all the features like ACD, IVR, Auto Dialer, Integration Capabilities, Omnichannel Interaction, etc., to best suit the needs of a business.

Virtual Call Center simply allows agents to work from their preferred location. And when you have ease of working from different locations, agents automatically manage customer interactions effortlessly. With the best virtual call center tools like Unified Agent Desktop, Single View of Customer, and Knowledge Base Repository, agents are information ready and they can resolve customers’ queries instantly.

Yes, all video chats are recorded and these recordings can be viewed as attachments in the customer view. The call center manager or supervisor as well as the assigned agents will be able to access the recordings.