Virtual Call Center

What Does Virtual Call Center Mean?

A virtual call center (VCC) is a managed service provider (MSP) model for call centers, where calling software, backend communication servers and other management modules are virtually delivered over the Internet. A VCC eliminates the need to build, operate and manage in-house call center equipment.

Advertisements

Techopedia Explains Virtual Call Center

VCC solutions include the required hardware, software and networking infrastructure used to build and manage a VCC. All designated sourcing business calls are routed to a VCC’s communication servers, and a VCC end user remotely connects and logs into MSP servers via the Internet. Upon access, call center agents have calling capabilities and may manage customer data and other business specific processes.

All VCC voice communication services are delivered through Voice over Internet Protocol (VoIP) technology.

Advertisements

Related Terms

Latest IT Business Alignment Terms

Related Reading

Margaret Rouse

Margaret Rouse is an award-winning technical writer and teacher known for her ability to explain complex technical subjects to a non-technical, business audience. Over the past twenty years her explanations have appeared on TechTarget websites and she's been cited as an authority in articles by the New York Times, Time Magazine, USA Today, ZDNet, PC Magazine and Discovery Magazine.Margaret's idea of a fun day is helping IT and business professionals learn to speak each other’s highly specialized languages. If you have a suggestion for a new definition or how to improve a technical explanation, please email Margaret or contact her…