Virtual Call Center Software: What it is & How it Works
Discover what virtual call center software is and how it works. This cloud-based platform facilitates inbound and outbound voice communications between customers and agents using VoIP technology. It eliminates the need for expensive on-premise equipment and offers increased mobility and flexibility. Learn about the cost savings and additional benefits it provides compared to traditional business phone systems.
Virtual Call Center Software: What it is & How it Works
Topics
- virtual call center software
- cloud-based call center solutions
- VoIP technology
Video summary
In this video, Nate from get VoIP discusses virtual call center software. He explains that virtual call center software is a cloud-based platform that facilitates inbound and outbound voice communications between customers and agents. He emphasizes that cloud-based call center solutions eliminate the need for expensive on-premise equipment and offer greater mobility and flexibility. Nate also explains how virtual call centers work using VoIP technology, which enables telephone calls over the internet. He compares this to traditional analog phones that require a physical connection to make and receive calls. Nate notes that virtual call center software offers cost savings compared to traditional business phone systems and highlights other benefits such as increased efficiency. Overall, the video provides an overview of virtual call center software and its advantages.
Video transcript
hey everyone this is Nate from get VoIP
and today we're covering virtual call
Center Software let's get right to it
virtual call center software is a
cloud-based business communication
platform that facilitates and optimizes
inbound and outbound voice
Communications between customers and
agents
cloud-based call center Solutions
eliminate the need for expensive and
bulky on-premise equipment like
landlines and copper wiring allowing for
greater mobility and flexibility while
keeping operating costs low do note that
most call Center Software includes
digital communication channels like
website chat social media messaging and
video calling in addition to avoid voice
calling and business SMS a virtual call
center works by using VoIP technology to
make and receive telephone calls over
the internet instead of the wired pstn
when you make a call VoIP phone systems
immediately break up your voice audio or
speech into numerous tiny Digital Data
packets these Digital Data packets then
travel to the destination the call
recipient's phone line via a broadband
internet connection once they've arrived
at their destination the Digital Data
packets reassemble and reorder
themselves delivering HD voice audio to
the person you're calling this process
repeats itself back and forth throughout
the voipfone call on the other hand
traditional analog phones require a
physical connection to the pstn to be
able to make and receive calls via
either copper wiring or Fiber Optic
cabling this means traditional call
centers can only be accessed within the
building where they're installed leaving
agents tied to their desks throughout
the workday and unable to connect with
customers outside of the office unless
they give them their personal cell phone
numbers now we'll take a quick look at
additional differences between virtual
call centers and traditional call
centers the table here outlines the key
differences between virtual call center
software and traditional call centers
further illustrating why most call
centers have already switched to Cloud
platforms
note that virtual call center software
is still compatible with IP phones which
are traditional desk phones that connect
to the internet to make and receive
incoming and outgoing calls some
Enterprise level call centers or
businesses that want to continue to use
their existing equipment may choose a
hosted or on-premise PBX system a
private local telephone Network that
manages all internal and external
communication the most well-known
benefit of virtual call center software
is the cost savings it offers compared
to a traditional business phone system
or call center
a recent 8x8 study found that switching
to Virtual call Center Software can cut
transaction costs by an astounding 75
percent but there are many more benefits
call Center Software than just savings
when a value language calls Center
Technology to use be sure to consider
factors such as those shown here
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Audrey and simplify the VoIP world
still excited this is Nate from get VoIP
foreign
[Music]
Dig Deeper
Virtual Call Center Software: Revolutionizing Business Communication
In today's fast-paced business environment, efficient and effective communication is vital. This is where virtual call center software comes into play. This cloud-based business communication platform optimizes inbound and outbound voice communications between customers and agents, revolutionizing the way businesses interact with their customers.
Virtual call center software eliminates the need for expensive and bulky on-premise equipment, such as landlines and copper wiring. Instead, it uses VoIP technology to make and receive telephone calls over the internet, offering greater mobility and flexibility while keeping operating costs low. Additionally, most call center software includes digital communication channels like website chat, social media messaging, and video calling.
How does virtual call center software work? When you make a call using a VoIP phone system, your voice audio or speech is broken up into numerous tiny digital data packets. These packets then travel to the destination (the recipient's phone line) via a broadband internet connection. Once arrived, the digital data packets reassemble and reorder themselves, delivering clear and crisp voice audio. This process repeats itself throughout the call, ensuring high-quality communication.
On the other hand, traditional analog phones require a physical connection to the Public Switched Telephone Network (PSTN) to make and receive calls, either through copper wiring or fiber optic cabling. This restricts traditional call centers to be accessible only within the building where they're installed, leaving agents tied to their desks and limiting their ability to connect with customers outside the office.
Virtual call center software offers many advantages over traditional call centers. The table below illustrates some key differences:
| Virtual Call Center Software | Traditional Call Centers |
|---|---|
| Cloud-based, accessible from anywhere | Accessible only within the building |
| Includes digital communication channels | Limited to voice calling |
| Utilizes VoIP technology | Relies on physical PSTN connection |
It's important to note that virtual call center software is still compatible with IP phones, which are traditional desk phones that connect to the internet. This means that businesses can continue to use their existing equipment if desired.
One of the most well-known benefits of virtual call center software is the cost savings it offers compared to a traditional business phone system or call center. A recent study found that switching to virtual call center software can reduce transaction costs by an astounding 75 percent. However, the benefits extend beyond just savings.
When considering call center technology, factors such as improved mobility, flexibility, enhanced communication channels, and high-quality voice audio should be taken into account. Virtual call center software offers all of these advantages and more, making it a game-changer for businesses seeking to optimize their customer support.
In conclusion, virtual call center software is revolutionizing business communication. With its cloud-based infrastructure, VoIP technology, and wide range of communication channels, businesses can enhance their customer support, increase flexibility, and save costs. Make the switch today and experience the transformation yourself!
VoIP dialers use the internet to make outbound voice calls, increasing connectivity and productivity for call centers. They offer various types of dialers, such as predictive, power, preview, robo, and progressive, for different needs. VoIP dialers automate the dialing process, filter out non-connected calls, and reduce waiting times, improving agent performance and reducing labor costs. While LiveAgent's call center software supports outbound calling, it currently does not support VoIP dialing. However, agents can still make outbound calls using the click-to-call capability.
What is a Customer Service Call Center?
To provide exceptional customer service, employ bilingual call center reps who tailor the user experience and possess qualities such as communication skills and knowledge retention. A customer service call center is an office where trained representatives handle inbound and outbound calls, providing assistance and personalized solutions to create positive user experiences. Businesses can choose a call center solution that matches their needs by considering features like CRM integration and the ability to approach customers in a personalized way.
LiveAgent offers various features and integrations to support customer support and provides demo pricing options. It emphasizes the need for excellent customer service and discusses tools and roles in call centers. It also highlights the importance of a good call center script in reducing training time and improving productivity. LiveAgent prioritizes communication and personalized experiences and covers various call center duties such as answering calls, processing orders, and conducting market research. Additionally, it offers a unified inbox and customization options for improved communication and compliance. Contact LiveAgent for a demo and pricing options.
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