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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.
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.