Virtual Contact Center

Today's contact center is changing to fit the needs of a much more "virtual" world—one that is connected through the Internet and allows productivity and communications to occur in more and more ways each day.

 

In the contact center, the increasing ability for agents to work remotely, from home and away from brick and mortar establishments has brought about the virtual contact center.

 

In order to support the virtual contact center, companies like EagleACD provide a hosted ACD so remote agents can have access the system regardless of where they or the call center is located.

 

The company's EagleACD Premium offering includes an inbound voice ACD that accepts toll-traffic on any area code or toll-free lines, processes calls based on customers parameters and can be sent to any PSTN, VoIP or IP address located anywhere in the world.

 

The offering also routes calls efficiently and provides Web chat and email functionality.

 

These are especially important inclusions in today's world where mutlichannel contact and an increasing use of the internet to communicate with call center reps is occurring.

For outbound calling needs, EagleACD Premium also offers functionalities like IVR, predictive dialing campaigns, multi-option call delivery and the ability to record agents interactions whether they're over the phone or using Web chat.

 

Providing virtual contact center capabilities such as these, allows companies to take full advantage of a wider pool of agents and reduces costs without sacrificing the quality of services.

 

For SMB's and SOHO's, EagleACD Express offers service over both PSTN and VoIP so agents can be located anywhere in the world and take part in a virtual contact center while still remaining a part of the call queue.

 

To provide these cost savings for SMBs and SOHOs, EagleACD Express takes received calls on the EAGLE Server and transfers them to the ACD once a caller selects an option from the list.

 

In today's businesses world, with companies of all sizes on a constant search for cost savings and many utilizing the advantages of a remote workforce, the virtual contact center offers just what they need to maintain success for their operations.