Virtual Call Center

A virtual Call Center, as defined by SearchCRM, is a contact center in which the organizations representatives are geographically dispersed, rather than being situated in a central location, such as a building operated by the organization.

Virtual call center employees may be situated in groups in a number of smaller centers, but most often they work from their own homes. This is an attractive arrangement for many employees: the hours are often flexible, there is no dress code and no commute. For the organization, the virtual call center model saves housing and equipment costs and can lead to lower employee turnover rates, which tend to be extremely high for physical call centers.

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Virtual Call Center Technology Providers (listed alphabetically)

3CLogic

3CLogic offers a full suite of cloud based inbound and outbound customer interaction channels such as voice, chat and social media which integrate with our clients' existing CRM software such as Salesforce.com and Microsoft Dynamics. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers.

Furthermore, 3CLogic's unique Virtual Telephony Application Grid (V-TAG) leverages VoIP and Web 2.0 technology to eliminate the complexity of integrating Contact Centers with CRM software. All capabilities can be made fully operational in a matter of hours while moves, adds and changes take only minutes using 3CLogic's wed-based management console.

With 3CLogic's cloud based Contact Center, companies have more accurate and timely information about their prospect or customer and they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client.

Products

Inbound Contact Center

• ACD, IVR and CTI
• Customer History Database
• Web Integration APIs
• Call Queuing and Parking
• Skills Based Routing

Outbound Contact Center

• Multiple Dialers: Predictive, Auto, Preview
• Leads Management and Data Import
• IVR/ Voice Broadcasting
• AMD Detection
• Web Call Back
• Campaign Management
• DNC Compliance

Common Features

• Conference Call, Transfer, and Chat
• Call Recording