Virtual Call Center Solutions

What is a "Virtual" Call Center?

A virtual call center is practically identical to an "in-house" call center in function, however there are many more advantages. For instance,

You buy no hardware or software to take calls.

VirtuServe provides a scaleable, hosted platform that you use as a service. There is no hardware or software to buy so you save on capital expenditure. Access all the features and processing power required to manage high volume telephone contact applications including:

Dynamic Call Distribution - Inbound calls can be routed based upon real-time conditions. Unlike simple overflow or threshold-based techniques, each customer contact is distributed based upon customizable route parameters, actual volume and other real-time conditions within the contact center.
Flexible Routing Parameters - Not only is the the VirtuServe platform distribution dynamic, it is also very flexible, offering the broadest range of routing parameters available today. The VirtuServe platform supports up to 32,000 routes with 64 different steps. Specific routes can be customized from an array of parameters to create the individual contact experience desired.
Skills-Based Routing - Customers want to reach agents that have the answers they're looking for. Skills-Based Routing allows inbound voice contacts to be directed based on ANI, DNIS or customer touch-tone input. This approach maximizes customer service levels and agent productivity.
Original Contact Feature - The VirtuServe platform offers a unique feature allowing customers to be routed to agents that they have had contact with in the past. Agent's can simply flag customer ANI information so that if the customer calls back within a given time frame, their call will be routed or queued to them. This feature increases customer satisfaction and enables your agents to build long lasting customer relationships.
Networking - The VirtuServe platform has the ability to queue a customer to multiple agent groups across networked systems simultaneously. It's just one more way to enhance answering speed and efficiency, improve customer service and reduce the chance of losing valuable customers during high volume call periods.
Agent Tools - Telephones are still a fundamental part of agents' necessary tools. Whether deployed in the contact center or used remotely, Digital Telephones and Agent Workspace PC phone interfaces can be customized with over 50 standard functions best suited to meet the operational requirements of your contact center agents.
Real-Time Supervisory Control - Supervisors have the ability to dynamically create agent assignments, monitor agent conversations, view operational results and receive system alert notifications. The VirtuServe platform also lets them see and anticipate potential problem areas before they escalate.
Comprehensive Reporting - The VirtuServe platform provides necessary information, in custom or standard formats, to manage efficiency, improve agent performance and maximize customer satisfaction.

VirtuServe provides a hosted call center application using Eon Communications equipment. More information on the EON System can be found at: www.eoncommunications.com