TIP SHEET

Five key benefits of a A virtual contact center (VCC) is a cloud-based contact center solution that
seamlessly unifies communication channels to optimize the customer journey

virtual contact center

and provide true omnichannel engagement.

Endless new communication channels necessitate that your business adapts

to your customers’ preferences as well as technology advancements and data

Understanding virtual
needs. A shift in call center platforms to the cloud further facilitates this evolution.
The flexibility and scalability of a virtual contact center give your business the
ability to consistently deliver the latest functionality to the market ahead of your

contact centers and competitors.

how they can help

The pressure is on to increase operational efficiencies and deliver more
personalized and seamless interactions while effectively dealing with capital
expenditure pressure and scrutiny. It’s imperative to find a solution that delivers.

your business Moving to a cloud-based VCC offers several compelling business and operational
benefits to meet your needs.

1 2
Availability: Be there when
your customers need you
A VCC supports geographically dispersed
contact center agents instead of requiring all
agents to work out of the same physical contact
center location. This ensures customer care
collaboration anywhere. VCCs have higher agent
satisfaction rates and, therefore, lower agent
turnover. And that leads to better customer
service, a higher ratio of skills-based agents and
considerable cost-saving operational efficiencies.
Scalability: Ensure your
contact center can grow with
your business
A virtual contact center is housed in the cloud—a
highly flexible environment that can scale,
grow and change to meet customer demands.
Whether you need to add new technologies
as your business and customer needs change
or alter the number of available agent seats to
meet short-term spikes or long-term changes,
a VCC gives you the flexibility to meet ever-
changing needs.
TIP SHEET
3 5
Visibility: Gain insight into the
customer journey from
start to finish
A virtual contact center gives you the operational
benefits of the cloud in a single browser-based
view. Extract insights from various touchpoints
and channels to deliver comprehensive customer
context directly to the agent interface. Giving
agents access to what they need in a single
application improves efficiency and eliminates
customer frustration caused by a siloed system
that forces them to repeat information. With
a VCC, necessary information is on-demand,
always on and easily accessible to agents
through a single dashboard.
4
Affordability: Moving to the
cloud is simple and
cost-effective
As organizations look at alternative ways to
extract maximum return from their budgets
and lower costs, many find that the on-demand
model of a VCC—with low to no setup fees and
the ability to quickly and cost-effectively address
usage fluctuations—has a positive effect on
their capital expenditures. Plus, you don’t need
to worry about the cost of a future upgrade. A
virtual contact center is updated continuously,
giving you up-to-date functionality at no
added cost.
Productivity: Improve your
analytical insights, resolution
rates and intelligent routing
capabilities
A VCC with an intelligent, robust IVR on the front
end enables a significant portion of calls to be
handled without need for an agent. And this
allows your call center employees to manage
more complex customer issues. When a caller
is transferred to an agent, the context transfers
with them, so your agent can solve the problem
the first time—with no need for customers to
repeat themselves. This raises first call resolution
rates and delivers significant productivity
improvements for the business. Plus, it improves
customer satisfaction.
Plan for the future of your
business: A virtual contact
center sets you on the
right path
Moving to a VCC like the Genesys® PureCloud®
platform elevates your business and opens new
doors for your customers. Communicate with
your customers in a way that produces better
interactions, offers more insights, and gives your
agents and supervisors better tools to deliver
superior business results.
Learn more about VCCs
Learn more about PureCloud VCC
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