Name: Virtual Contact Center (VCC)
Author: Verizon

Help Desk

Web and Video Conferencing

Customer Support

Java Technologies

Service Mesh

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Enhanced 911 (E911)

Interactive Voice Response (IVR)

Risk Management

VoIP

Enterprise

Accounting

Crypto Asset Management

Invoicing

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Credentialing

HR Management

Leave Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Infrastructure

Cloud Storage

Data Masking

Email Verification

File Sync and Share

Fraud Detection

HTML Editors

IT Asset Management

Integration Platform as a Service (iPaaS)

License Management

Log Management

Machine Learning

Network Performance Monitoring

Network Troubleshooting

Operating Systems

Remote Support

Secret Managers

Software Distribution

Tape Storage

Threat Hunting

Threat Intelligence

Vector Databases

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Brand Intelligence

Content Management

Email Marketing

Graphics

IP Geolocation

Marketing Automation

Social Login

Social Media Management

Survey & Forms Building

Swag Management

URL Shorteners

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Video Surveillance

Security

Auto Repair

Building Information Modeling (BIM)

Emergency Notification

HIPAA Compliance

Laboratory Information Management

Legal Billing

Vertical-Specific

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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.

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Essentials

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Virtual Contact Center (VCC)

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Verizon

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Virtual Contact Center (VCC)

Overview

What is Virtual Contact Center (VCC)?