Virtual Contact Center
Multiple locations, one face to the customer
Virtual contact centers are a win-win. Customers get consistent service. You optimize costs by leveraging distributed centers for extended hours, system reliability and redundancy.
The virtualized solution
Virtualization allows you to present a single face to the customer while taking advantage of the benefits of multiple locations. You can better load balance, for example, if you have an agent pool spanning time zones. You can build redundancy into the system, so that if something fails in the primary system it will roll to another location without interruption. At-home agents can be used to fill in the schedule, even taking on ad hoc hours in response to sudden peaks of activity.
Our virtual contact center solutions begin with discovery sessions, where we work with you to understand where you are and where you want to be. Our consultants share best practices and gather insights that emerge as multiple departments and different roles participate in the process.
Our design team takes the learnings from discovery and creates a detailed recommendation of technology and processes to incorporate into your solution. Implementation follows on the heels of design, putting everything in place to ensure solution success, including connection to your infrastructure, configuring software and processes, and training. After rollout our support team takes over to ensure smooth transition to full production.
Our solutions provide measurable improvement. During design we establish specific improvement goals. Performance is measured before and after implementation to ensure that goals are met. We are not done until that improvement is achieved.
Contact center functionality
The virtual contact center typically incorporates a rich set of functionality including:
- Inbound multi-media routing
- Proactive outbound contact and predictive dialer
- Callbacks and virtual hold
- Self-service automation
- Computer telephony integration
- Workforce management
- Quality management
- Real-time speech analytics
- Mobile customer service
- Business process automation
- Centralized reporting and administration
- Video interaction support
- Enterprise IT telephony, presence, and collaboration
Contact center technology partners
from our customers
Altivon proved to be extremely knowledgeable and up to the challenge of supporting our team. Their focus and dedication to the Interactive Intelligence product really shows.