Virtual Contact Center

Give your contact center the agility, reliability and scalability of the cloud.

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

Multichannel Contact
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.

Streamlined Routing
Automatic Contact Distributor instantly queues and allocates calls, and scripting tools help unify routing rules across channels and agents.

Data Protection
End-to-end data encryption as well as user role configurations help keep personal and agency data protected.

On-demand Scalability
Our pay-per-seat structure allows you to quickly and affordably deploy the services or capabilities that fit what you need at that moment.

Agent Engagement
Access to the latest technology and tools helps you attract and retain talented local or remote agents who align with your agency’s mission.

Seamless Implementation
Integrate with existing customer support systems, HR systems, and contact center infrastructure with our APIs; or build it independently.

FedRAMP Authorized
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

25+

years of contact center experience

250+

enterprise customers

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

Virtual Contact Center is built with mulitple layers of security best practices which help to protect the confidentiality, integrity and availability of your contact center solution.
  • 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

VCC Professional services

Verizon provides an end-to-end portfolio of professional services to create better experiences, drive measurable results, and mitigate security risks for your business. Verizon uses a train the trainer methodology when helping enterprises implement VCC as a new contact center solution. We provide a range of professional services for VCC:

  • Professional Services On-Demand (PSOD): These services provide customers with real-time access to inContact’s Professional Services consultants for rapid assistance. It is billed in 15 minute increments based on actual usage.  PSOD is for quick changes where time is of the essence and the change can be completed in less than one hour, such as: adding/removing IVR menu options; creating/modifying/importing prompts; skill mapping, transfer number changes, etc. 
  • Professional Services Engagement: Can be used to meet other customer needs such as: custom integrations, screen pops, custom reporting development, on-site training, etc. 

Path to Migration

Business Expansion Digital Customer Experience Upgrade
Needs: Needs:
Rapidly deploy sites Multimedia solutions
Provide globally consistent operations CRM integration for personalized interaction
Maintain application per Access to latest customer experience technology
Migration Path: Migration Path:
Deploy VCC to new sites without the need to deploy premises equipment or network expansion Deploy blended multichannel contact handling to build interactive customer relationships
Leverage network routing to blend interactions between legacy and cloud based environment Leverage open APIs to integrate with existing and new CRM solutions
Talk about deployment on geo redundant environment Automatic updates provided without the need for IT investment

How to implement

Kick Off

  • 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

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