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.

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.

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Margaret Rouse

Technology Expert

Margaret 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 IT definitions have been published by Que in an encyclopedia of technology terms and cited in articles by the New York Times, Time Magazine, USA Today, ZDNet, PC Magazine, and Discovery Magazine. She joined Techopedia in 2011. Margaret's idea of a fun day is helping IT and business professionals learn to speak each other’s highly specialized languages.

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