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Virtual Contact Centers (VCCs)

A Virtual Contact Center is when there is a common contact center infrastructure across the entire enterprise:

Virtual Contact Centers (VCCs) have been growing in popularity due to their ability to deliver:

• Improved call routing and load-balancing across multiple contact center sites
• In-built resilience and business continuity
• Resourcing flexibility

resulting in both economic and customer service benefits.

A typical Virtual Contact Center would incorporate some or all of the following infrastructure and customer service team components:

• Multiple contact center sites
• A combination of both in-house and oustourced contact center operations
• On-Shore ("domestic") and off-shore contact centers
• Homeshoring (home-based workers)
• Back-office knowledge workers
• Branch locations (e.g. in retail banking)
• Independent 'experts' working on a contract basis
• Business users which are remote from the physical contact center operations

However, in addition, an organization often has other business dimensions along which it wishes to 'measure and manage' its operations:

• Geographic region
• Business Unit or Line of Business
• Brand
• Product or Service
• Customer Segment
• Campaign
• Channel
• Vendor/Provider
• A combination of any of the above

Hence the challenge for managers of Virtual Contact Centers is to gain the full economic and customer service benefits promised by VCCs, whilst still empowering key business users to have direct 'measure and manage' capability aligned with their specific business accountability and responsibility.  Exony Virtualized Interaction Manager is the key to unlock the full potential of a Virtual Contact Center.

For more information on how to unlock the potential of a Virtual Contact Center, download our free Business White Papers by clicking here