Engage customers, connect interactions, empower agents, modernize your contact center
Simplify the daunting task of getting your contact center up and running with Virtual Contact Center (VCC). Our global cloud contact center solution enables customers to contact you when and how they want — by phone, email, chat or even text. VCC provides the flexibility and innovation you need to deliver efficient, world-class customer experiences.
With an Internet connection, a PC and a phone number, your agents can work from virtually anywhere and collaborate in real time. VCC can help improve the performance of your contact center agents, control operating expenses and help you meet your agency’s mission.
One of the largest retail organizations needed a solution that could expand rapidly and provide latest technology to support seasonal shopping. VCC provided them with a full multi-media solution with ability to scale on demand to meet their dynamic holiday pattern.
What is Virtual Contact Center?
Virtual Contact Center (VCC) is a cloud-based contact center solution providing you with a comprehensive set of contact center tools. Use your current networking infrastructure to connect to latest feature set on VCC. With this solution a customer can properly schedule and staff agents, interact with customers thus helping to reduce average handle time and increase first-call resolution.
VCC allows your customers to choose the method of contact most convenient to them. Customers can contact your contact center via phone, e-mail, SMS, social media, or the company's website.
How does VCC work?
Virtual Contact Center (VCC) is a cloud-based global contact center solution that provides customers with a complete set of contact center functionality – ACD, IVR, Agent Desktop, Workforce Management and Advanced Analytics. Customers simply need an internet connection, phone, and a computer allowing them to leverage the full suite of services without the need for premises equipment. Verizon provides options for quick connectivity and capacity on demand.
Upgrades to existing technology and deployments of new technology are done in the cloud providing you with access to the latest contact center tools.
Features & benefits
Let customers reach out you through the channel that works for them—phone, email, chat, or SMS (Short Message Service)—and provide them the option to leave a voicemail, wait for an agent, or request a call-back.
Automatic Contact Distributor instantly queues and allocates calls, and scripting tools help unify routing rules across channels and agents.
End-to-end data encryption as well as user role configurations help keep personal and agency data protected.
Our pay-per-seat structure allows you to quickly and affordably deploy the services or capabilities that fit what you need at that moment.
Access to the latest technology and tools helps you attract and retain talented local or remote agents who align with your agency’s mission.
Integrate with existing customer support systems, HR systems, and contact center infrastructure with our APIs; or build it independently.
In addition to our commercial VCC offering, we also have VCC for Government which has been built on a platform that meets the FedRAMP requirements dictated by the Federal Government for security of cloud based providers. Visit http://verizonenterprise.com/campaigns/vccforgov for more information.
*Verizon's Virtual Communications Center for Government is built on the NICE inContact FedRAMP Authorized CXone Customer Experience Platform
years of contact center experience
Why Verizon for VCC?
- 25+ years contact center experience
- Cloud based site and geographic redundancy
- Prebuilt network connectivity for faster implementations and quick scalability
- Integrated CX portfolio solution for all customer digital needs
- Agent pay as you use model
- Global scale and delivery capabilities
VCC protected, safe and secure
- Data is protected both in flight and at rest with critical security controls at the network and database layers.
- Redundant architecture helps improve fault-tolerance and uptime.
- Governance and compliance are critical to security and the platform undergoes regular security assessments.
- VCC is GDPR ready
- VCC is Government is built on a FedRAMP Authorized platform
The real-world results of customer experience solutions.
Learn how enterprises are delivering a more personalized, on-demand experience.
How to implement
- Identify, gather and document requirements
- Create project schedule
Design & Configure
- Finalize business requirements and align solution
- Design call flows to leverage industry best practice
Build, Train & Launch
- Utilize drag and drop call flow editing tool to deploy call flow
- Train agents in pre-production environment
- Transition telephony to complete launch
- Transition to day 2 support
Insights & outlooks
CX Professional Services
We provide an end-to-end portfolio of CX professional services to help you create better experiences, drive measurable results, and mitigate security risks for your business. CX Professional Services consist of digital advisory services, contact center consulting services, customer experience design services and technical professional services that can design and support your digital transformation journey.
1 VCC for Government is a cloud based solution that allows an agency to scale to meet seasonal needs and the ability to consolidate multiple contact centers (both inter and intra agency) centrally managed through a single portal. Provisioned on a FedRAMP Authorized environment provides confidence the platform meets government security directives for cloud based solutions. Visit http://verizonenterprise.com/campaigns/vccforgov for more information.