The Virtual Contact Center
Many organizations have multiple locations for their contact centers, whether the result of mergers, an effort to deliver local support or other circumstance. Even those with a single centralized site either have or desire a complementary remote workforce.
Tying together all contact center resources with what appears to the customer to be one unified force is what is known as virtualization.
Virtualization has simple yet compelling goals:
- Consistency in message and response regardless of location and communication method (e.g., phone, email, text)
- Efficiency in staff management, training and utilization
- Flexibility in managing activity to handle peaks, interaction types and disaster recovery
Contact Center Virtualization Technology
Leading contact center technology enables multiple centers and home-based agents to gain all the advantages of a virtual contact center:
- IVR—interactive voice response (IVR) gives customers 24/7 access to common functions that typically do not require an agent, such as checking balance, due date and general information
- Skills-based routing—calls are routed to the best resource regardless of location
- Multi-media interactions—all contacts are handled consistently and distributed to available agents regardless of interaction type
- Quality Monitoring—supervisors can monitor and record interactions for quality control and training
- Workforce Management—staff rotation and training, forecasting and scheduling can all be handled across the virtual contact center as a whole
The technology can be deployed within your organization or as a cloud-based service. Either way, the customer experience will be elevated and the center will have a much greater ability to respond, expand and scale to meet customer and business needs.
The core functionality in a virtual contact center is provided by the Interactive Intelligence Customer Interaction Center® (CIC), a single all-in-one platform for the contact center.Its SIP based architecture delivers multimedia ACD routing, outbound dialing, call and screen recording, speech-driven IVR, and much more. . The Interaction Recorder enables supervisors to record and play back agent interactions for use in mentoring, training and resolving disputes. Interaction Optimizer® is a workforce management (WFM) application to optimize effectiveness and achieve service goals in multi-channel contact centers.
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