The Virtual Contact Center service allows the CSP to provide feature-rich call center functionality to enterprises without any initial or scale-related investments in their infrastructure. The service supports multitenancy and is delivered to enterprises using the software as a service (SaaS) delivery model, ensuring quick time to market, minimal configuration before use, and instant scaling depending on the customer’s changing needs.
The Virtual Contact Center performs automatic call distribution to available agents using sophisticated algorithms which reduce queue times and improve service quality. The service includes a web-based GUI and a mobile application for agents which allows logging in/out to/from queues, changing agent status, and controlling calls as well as a separate GUI for call center managers which enables them to monitor the contact center performance, manage agents, and assign them to queues.
The service offers immediate scaling, so it can easily adapt to the growing needs of the enterprise. This allows the CSP to increase its enterprise market share and gain additional revenue from service charges and increased number of successful calls. The service requires Elitnet’s Virtual PBX to be implemented into the provider’s network and can be offered together with Switchboard, Online Routing Tool, and Call Recording to further expand its functionality.
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Automated Call Distribution. The service automatically distributes incoming calls to available agents based on sophisticated algorithms (e.g. round robin, most idle, skill-driven, location-based, and time-based), reducing queue times and ensuring optimal utilization of available resources.
Feature-rich Interfaces. The service has separate user-friendly and feature-rich graphical interfaces for call centre agents and managers, facilitating work for each role and ensuring smooth workflow.
Exhaustive Statistics. The service provides detailed statistics on queues and agents (including service level, average hold time, answered vs. abandoned call percentage, longest time to answer, etc.), allowing managers to optimize performance.
WebRTC Client. The Virtual Contact Center features an integrated WebRTC client which allows the enterprise to implement a browser-based point-to-point communication system encompassing click-to-call functionality (including voice and video calls), instant messaging, and data sharing.
Auto Callback. In case of a long queue, the service can automatically offer a callback to the customer, who can choose to either drop the call or keep waiting.
Service Provider Benefits
Increased ARPU. The CSP can boost its revenue by collecting service fees and increasing the number of answered calls via enterprise call processing optimization.
Customer Retention. A subscriber utilising the CSP’s Virtual Contact Center to communicate with its customers is less likely to switch to another service provider.
New Subscribers. A quick time to market and immediate scaling are particularly attractive to SMEs, allowing the service provider to increase its share in this market.
Savings. The service requires zero investment when implementing and scaling to fit the growing needs of the business, enabling the enterprise to spend less compared to an in-house call center system.
Productivity. The service increases the number of successful calls, allowing the enterprise to improve overall service quality.
Mobility. A user only needs an Internet connection and a browser to utilize the service, allowing the enterprise’s contact center employees to work from home or any other location.