A virtual call center is an online, central point of contact for any business that offers customer service. Also known as a cloud contact center, cloud call center, or cloud help desk, a cloud call center is where businesses and their customers interact, communicate, and share information online. Most virtual call centers conveniently offer many kinds of customer contact through voice calls, chats, web inquiries, email, SMS/texts, messengers, social networking sites, and more. They are generally used with cloud contact center software to facilitate multichannel routing of interactions, monitor interactions for performance and quality, and maintain data for analysis and tracking—all in a virtual environment accessible by agents, supervisors, and customers online.
A virtual call center provides:
- A web-based hub for business and customers to communicate
- Customer contact through voice calls, chats, web inquiries, email, SMS/texts, and social networking sites
- Multichannel routing of interactions
- Customer service operations that can be performed anywhere by anyone
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Our cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.