Glossary

The contact centre glossary covers many of the most common vocabulary, measurements and technologies related to call centre software and customer experience.

Virtual Call Center

The term "virtual call centre" is often used to describe a cloud-based contact centre deployment that requires no specialized hardware and allows supervisors and agents to be geographically dispersed - often, including work-at-home agents. With web-based agent and supervisor desktops and softphone technology, a computer and Internet connection are all your contact centre team needs.

Virtual call centre setups have numerous advantages, including the ability to hire the appropriate personnel irrespective of location, ease of hiring contact centre agents across multiple time zones to provide around-the-clock customer assistance, and reduced overhead and maintenance costs. For contact centre disaster recovery planning, virtual call centres with an uptime SLA offer built-in continuity, which streamlines the process of maintaining service levels even during a network outage or natural disaster.

Implementing a virtual call centre also has significant advantages in terms of time and cost to get up and running - deployment in the cloud takes just minutes, versus days or weeks to install and configure a hardware-based solution, and with no servers to buy, capital expenditures are minimized.