Virtual Call Center

What is a virtual call center?

A virtual call center refers to a call center located in the cloud, which means that it’s hosted off-site instead of in on-site call center. Virtual call centers are more cost-effective than traditional on-site call centers. This setup became increasingly popular to allow remote work after the pandemic started in 2020. Many companies shifted to a virtual setting and now many new companies are 100% remote from the start. 

Besides factors such as a significant reduction in overhead expenses like commercial leasing, virtual call centers provide call center companies with several cost-cutting features. Unlike a physical call center with an on-site PBX system, implementation is inexpensive. There is no need to lease or purchase bulky hardware. Virtual call centers work over the internet, and use VoIP to make calls. VoIP is an internet-based telephony system, and doesn’t require any complex cabling or wires to operate. Call centers that use a virtual setup only need VoIP-enabled phones. On-site PBX systems usually require a costly setup and require on-staff IT employees to maintain and troubleshoot. Alternatively, a call center may rely on expensive technicians who are well-versed in the brand of hardware a company uses when they need IT support. 

Virtual call centers can operate anywhere with an internet connection. It’s for this reason that the setup works well with today’s remote workforce. Agents can work from home and still have access to the tools they need. A company can hire new agents across different regions and aren’t limited to hiring only where the company is based. Remote employees of virtual call centers can still engage with coworkers and supervisors using online video conferencing software and messaging applications.On-site phone systems aren’t as flexible, making remote work nearly impossible.

More Virtual Contact Center Resources

Cloud-Based VoIP for Businesses (livevox.com)

Auto Attendant & Multi-Level IVR. Our Auto Attendant and IVR applications create effective and efficient process flows, allowing you to move and route calls to the right areas of your company at the right time.

Intelligent Virtual Agents: IVA Software & Service Guide | LiveVox

An intelligent virtual agent, also known as an IVA, is a software platform that utilizes a set of rules and Artificial Intelligence (AI) to interact with customers. Businesses implement intelligent virtual agents as a stand-in for, or first interaction with, customer service. 

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.