Unified & Virtual Contact Centres

Leverage global resources and centralise operations

With the increasing use of virtual call centre technology the concept of a call centre being a collection of agents in a single room is being widened to include agents and staff located in numerous locations such as home workers and staff in the field.

Companies concerned with expenses, but wishing to maintain customer satisfaction, are increasingly using home-based agents and staff to take calls. With the public disquiet about outsourcing call centres overseas, given the occasional communication problems plus the sense that the companies concerned don't really care about customer service, the use of virtual call centre technology is an attractive alternative.

• Virtual contact centres are easily scalable, as large or as small as your business requires at that time.
• Agents do not need to be associated with specific sites, they can be anywhere they happen to be - in the main office, a remote branch, or at home
• Applications shared from a centralised point mean reduced costs and the ultimate customer experience 
• Additional resiliance: if an individual centre goes offline, services continue via the remaining centres across the virtual organisation

IP Contact Centres

IP Contact Centres have helped to flatten and consolidate contact centre infrastructure, reducing the need for multiple applications at different sites, removing expensive network charges and enabling centralised management.

SIP within the Contact Centre

This technology standard enables applications to get and use presence information; it provides a rich "presence" that captures and reports on who is available, where they are, and on which devices they can be reached. This allows agents to leverage the expertise of other members of the organisation quickly and efficiently.

Homeworking & Remote Agents

Finding quality contact centre agents is an increasingly expensive and difficult task. By utilising a virtual infrastructure you can find, attract and keep those skilled specialists who are looking for more flexible roles. In fact, within a virtual contact centre environment, talent can be accessed around the world providing specific expertise to those customers that need it.

Presence in the Contact Centre

When customers call a contact centre, they want their issue resolved immediately or their questions answered now. However, educating each agent in every product or service you offer is simply not feasible. Presence allows experts to be on demand as and when they are needed, and how they are contactable - smoothing the entire customer journey.

CCT has an established heritage when it comes to Unified & Virtual Contact Centres. In 2004, CCT designed and implemented one of the first global virtual contact centres for one of the leading long haul online travel specialists - culminating in a Channel Network Award for Contact Centre Solution of the Year, as well as being featured by Gartner as a 'model virtual contact centre'.

If you are interested in Virtual Contact Centres and how CCT can help you to reap the benefits, please contact a member of the CCT team on 0117 3115885 or email us.