Virtual Contact Center

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Virtual Contact Center Channel

August 08, 2007

The Virtual Contact Center and the SMB

By Stefania Viscusi, Assignment Desk, Content Management

Agents in the virtual contact center have come to provide great benefit for call center operations of all sizes. Small businesses that are in particular need of solutions that are effective and cost sensible, can look to the virtual contact center as a way to support agents working from home or other remote locations.
A virtual contact center helps support small businesses with a robust platform and provides SMBs with enterprise capabilities that are still cost sensible. The virtual contact center also provides a place of employment for today's increasingly dispersed workforce.
With Eagle Express from EagleACD, callers are greeted from a proprietary voice and once a directive prompt is selected, are sent into a call queue where the next available agent, best suited for the query will be put on the line with the caller.
The offering helps to provide smaller businesses with cost savings since received calls are placed on the EAGLE Server and transferred to the ACD only after an option has been selected.
Also, the virtual contact center provides all businesses, and particularly smaller businesses, with a way of maintaining their quality of service even while reducing costs.
With EagleACD’s pay-as-you go solutions it is possible to remain cost efficient while also providing a better work environment for agents and an improved experience for callers.
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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