What it is
Verizon Virtual Contact Center (VCC) tools are embedded with purpose-built AI to create seamless human-assisted, digital-first customer interactions.
Digital entry points
VCC Expert and Guide solutions proactively help customers find the right information at the first point of interaction – web, search engine, chat, social media, etc. – to give them a smart beginning to their journey, right at the digital doorstep.
Journey orchestration
Orchestration solutions connect and route customers across their entire journey in a way that’s frictionless, consistent and smart, combining digital channels, self-service and voice as one. VCC provides over 30+ digital channels for organizations to offer their customers.
Smart self-service
AI-powered smart self-service chatbots and virtual assistants enable your customers to resolve their own issues around the clock.
Benefits
Smarter connections
Meet your customers wherever their journey begins, monitoring sentiment and empowering them to solve challenges on their own as a first option.
Frictionless CX
Integrate all digital and voice channels to provide a frictionless journey for your customers and resolve concerns on the first attempt.
Data-driven insights
Leverage analytics to make omnichannel interaction data relevant, easy to consume and actionable, improving decision-making at all levels.
Empowered agents
Improve agent productivity with workforce engagement tools such as agent assistance, personalized quality management, coaching and gamification.
Features
Smart knowledge management
Agents receive critical information so they can be prepared for interactions while creating personalized and unique interactions that delight customers and resolve their issues quickly.
AI and smart self-service
AI-powered tools help customers fully and conversationally resolve customer needs across multiple industries with broad applicability to a wide range of use cases without human agents.
AI-driven routing
With holistic customer experience (CX) data, VCC AI routing tools are able to quickly analyze data collected and predict the right agent to assist with the problem.
Digital customer journey guidance
VCC is designed to anticipate a user’s needs and provide immediate resolution with targeted, timely and relevant information.
Resources
How Virtual Contact Center helps
Our software solution enables your customers to contact you when and how they want—by phone, email, chat or text.
FAQs
Workforce management (WFM) is a subset of our VCC workforce optimization (WFO) solution. WFM focuses on operational management factors such as staff and costs (hours tracking and absence management). VCC also uses tools to help train contact center agents to improve productivity and customer satisfaction, helping to lead to greater CX and employee engagement.
VCC provides the ability to capture voice and screens. The solution can be configured to record voice and screen recordings for incoming, outgoing and agent-to-agent calls. VCC also offers masking tools to prevent recording of passwords and protected information.
VCC Analytics and QM Analytics work off of recorded interactions. Speech analytics for voice calls can take several hours for the recording to go through the transcription phase (chats and emails are available immediately). Recorded interactions (voice calls, chat and email) in the VCC QM Analytics solution are available for playback near real time.
VCC Preview and progressive dialer both help improve connection rates when used with a dialing plan. Manual Agent Dialing is available as a core function of VCC.
For automated outbound dialing, the Personal Connection Dialer supports multiple dialing modes, which you configure through parameters on a per-skill basis.