Virtual Contact Center (VCC)

The Virtual Contact Center (VCC) by Verizon is a cloud-based solution that aims to simplify and enhance the functionality of contact centers. According to the vendor, it enables organizations of all sizes, from small businesses to large enterprises, to engage with customers across multiple channels and deliver personalized experiences. This versatile platform is designed to cater to various professions and industries, including customer service representatives, contact center managers, sales and marketing professionals, healthcare providers, and retailers.

Key Features

Network on demand: According to the vendor, the VCC offers the option to choose between Internet Dedicated Services access or Private IP for flexible and scalable network capacity. This feature allows organizations to easily scale their network capacity as needed.

Journey orchestration: The VCC enables organizations to engage with customers and guide their journey across various channels such as phone, email, chat, social media, or SMS. According to the vendor, it provides a seamless and consistent customer experience across multiple channels.

Smart self-service: According to the vendor, the VCC helps anticipate and resolve customer issues quickly by delivering the right engagement at the right time. This feature aims to reduce customer effort and accelerate positive customer outcomes.

Platform-on-demand scalability: The VCC allows organizations to deploy agents anytime and anywhere to meet changing business demands. According to the vendor, it provides flexibility in scaling the workforce based on customer needs.

Analytics: The VCC offers the ability to leverage analytics to make omnichannel interaction data relevant, easy to consume, and actionable. According to the vendor, this feature aims to improve decision-making at all levels of the contact center for better productivity.

Workforce engagement: The VCC provides workforce management tools that help forecast agent availability, schedule shifts, track metrics, and optimize resource use. According to the vendor, this feature aims to improve agent productivity and ensure efficient workforce management.

Flexible pay model: According to the vendor, the VCC provides customers with flexible billing options, including unique agent and concurrent agent pay-as-you-go models. This feature enables organizations to manage costs based on their specific needs.

Data protection: The VCC ensures end-to-end encryption and user roles to protect personal and agency data at rest and in transit. According to the vendor, it complies with General Data Protection Regulation (GDPR), HIPAA, and payment card industry (PCI) security requirements.

Reliability: According to the vendor, the VCC undergoes rigorous testing by cloud security experts to ensure improved fault tolerance and uptime. Its geographic redundant architecture enhances reliability and ensures continuous service availability.

Seamless integration: The VCC offers application programming interfaces (APIs) for seamless integration with existing customer support systems, HR systems, and contact center infrastructures. According to the vendor, this feature facilitates efficient data exchange and workflow integration.