Elitnet’s Virtual Contact Center (VCC) allows the CSP to provide feature-rich call centre functionality to enterprises without any initial or scale-related investments in their infrastructure.
The product supports multitenancy and is delivered to enterprises using the software as a service (SaaS) delivery model, ensuring quick time to market, minimal configuration before use, and instant scaling depending on the customer’s changing needs.
The Virtual Contact Center performs automatic call distribution to available agents using sophisticated algorithms which reduce queue times and improve service quality. The product includes a web-based GUI and a mobile application for agents which allows logging in/out to/from queues, changing agent status, and controlling calls as well as a separate GUI for call center managers which enables them to monitor the contact center performance, manage agents, and assign them to queues.
The service offers immediate scaling, so it can easily adapt to the growing needs of the enterprise. This allows the CSP to increase its enterprise market share and gain additional revenue from service charges and increased number of successful calls. The service requires Elitnet’s Virtual PBX to be implemented into the provider’s network and can be offered together with Switchboard to further expand its functionality.
KEY FEATURES
AUTOMATED CALL DISTRIBUTION
VCC automatically distributes incoming calls to available agents based on sophisticated algorithms (e.g. round robin, most idle, skill-driven, location-based, and time-based), reducing queue times and ensuring optimal utilization of available resources.
CALL
RECORDING
When required, the product may include a centrally managed system with call recording, storage, delivery, and playback functionalities.
DRAG & DROP IVR TREE CREATION
Enterprise subscribers may develop and manage custom call routing applications (encompassing call routing plans and IVR tree applications) for the enterprise’s service numbers.
EXHAUSTIVE
STATISTICS
The product provides detailed statistics on queues and agents (including service level, average hold time, answered vs. abandoned call percentage, longest time to answer, etc.), allowing managers to optimize performance.
For more information about Virtual Call Center, please contact us using the link provided above.
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