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.