Meet your customer wherever their
Virtual Contact Center (VCC) does more than simplify your ability to ramp up an agile, efficient and cost-effective cloud-based contact center. It gives you the flexibility and innovation to help create tailored experiences and meet your customers wherever their journey begins.
Virtual Contact Center is best for:
Organizations that want to improve engagement through highly personalized experiences
Organizations looking to intelligently meet customers in their digital journey
Organizations wanting to improve employee experience by providing flexible scheduling and remote work options
What is it?
As a cloud-based global contact center solution, VCC has a full feature set that agents can access with a phone, computer and internet connection. And it lets customers reach you through their preferred channel of choice.
How does it help you?
VCC helps you easily scale, control costs, automate processes, make better decisions, enable remote work and give agents the tools to respond to the dynamic needs of customers, employees and citizens.
VCC features and benefits
Network on demand
Choose our Internet Dedicated Services access or Private IP for capacity needed today and the capability to scale as needs change.
Engage with customers and guide their journey across any channel, including phone, email, chat, social or SMS.
Smart self service
VCC helps you anticipate and resolve customer issues quickly, delivering the right engagement at the right time, reducing customer effort and accelerating positive customer outcomes.
Deploy agents anytime, anywhere as business demand changes.
Leverage analytics to make omnichannel interaction data relevant, easy to consume and actionable, improving decision-making at all levels for better contact center productivity.
Workforce management tools help you forecast agent availability, schedule shifts, track metrics and optimize resource use.
Flexible pay model
VCC provides customers flexible billing options with a unique agent and concurrent agent pay-as-you-go models.
End-to-end encryption and user roles help protect personal and agency data at rest and in flight. It’s General Data Protection Regulation (GDPR), HIPAA and payment card industry (PCI) ready.
Rigorous testing by cloud security experts and geographic redundant architecture help improve fault tolerance and uptime.
Our application programming interfaces (APIs) can help it integrate with existing customer support systems, HR systems and contact center infrastructures.
Facilitate agile resource planning and decision-making with performance insights and interactive reporting.
The platform for our VCC for Government offering meets Federal Risk and Authorization Management Program (FedRAMP) security requirements for cloud-based providers.
Take an Interactive Virtual Contact Center Tour
Create exceptional customer experiences.
Global contact centers need to deliver better personalized
customer experiences (CX) from virtually anywhere and at any time
Make VCC your competitive advantage.
Empower your agents with omnichannel routing that lets them positively and
productively interact with customers through the channels most convenient to them.
Elevate the customer experience with a cloud contact center.
Verizon Virtual Contact Center is a cloud-based solution that enables your customers to contact you when and how they want—by phone, email, chat or text.Get the details
How a global bank improved customer service
Discover how unifying its contact centers onto a single platform helped this bank improve customer experiences, increase speed to market on capabilities and lower costs.Read the story
Any time. Any way.
Give your customers an exceptional customerLearn more
experience by moving your contact center to Verizon.
Choosing a virtual contact center to gain efficiencies.
Help deliver customer service while accommodating the scalability and omnichannel needs that today’s enterprises demand with a virtual contact center.Get the facts
Global retailer finds contact center efficiency.
When disparate technologies impeded agent efficiency, this retailer found the answer to improved productivity with cloud-based VCC.Read the story
The future of contact centers lies in enhanced customer experience
Transform digital customer experiences with the help of the right advanced technologies.Read the article
Insights and resources
Sharpen your competitive edge.
This Frost & Sullivan report helps demonstrate how to bring a competitive edge to your contact center with the advanced data, tools and systems that your employees need to best perform their roles–regardless of location. Read the paper
VCC professional services
To help you create better experiences, drive measurable results and mitigate security risks, we provide an end-to-end portfolio of professional services. We follow a train-the-trainer methodology to help enterprises, government agencies and small to medium-sized businesses successfully implement VCC.
Professional services on demand
Get rapid assistance with near real-time access to NICE inContact’s professional services consultants. This service is ideal for time-sensitive quick changes that can be completed within an hour.
Professional services engagement
Leverage these services to address a variety of different strategic needs, including custom integrations, cloud migrations, custom report development, onsite training and more.
If you need to:
- Rapidly deploy sites
- Provide globally consistent operations
- Maintain application performance
Your migration path:
- Deploy VCC to new sites without the need for premises equipment or network expansion
- Leverage network routing to blend interactions between legacy and cloud based environments
- Deploy on a georedundant environment
Digital customer experience upgrade
If you need to:
- Engage with customers on new channel types
- Take advantage of multimedia solutions
- Integrate CRM for personalized interaction
Your migration path:
- Deploy blended multichannel contact handling to build interactive customer relationships
- Leverage open APIs to integrate with existing and new CRM solutions
- Get automatic updates without the need for IT investments
VCC for Government
Get contact center agility and scalability that’s FedRAMP authorized.*
Voice Call Back & Voice Call Back - Cloud
Reduce customer effort, improve operations and enhance the customer experience.
VoIP Inbound Anti-Fraud and Authentication
Help reduce the risk of fraud and remove the need to force authentication of your end users.
IP Contact Center
Enhance your customers' experience with a comprehensive inbound solution.
Engage customers with personalized and seamless experiences by blending human and artificial intelligence.
* VCC for Government is a cloud-based solution that allows an agency to scale to meet seasonal needs and the ability to consolidate multiple contact centers (both inter- and intraagency), centrally managed through a single portal. Provisioned on a FedRAMP Authorized environment provides confidence the platform meets government security directives for cloud-based solutions. Visit http://verizonenterprise.com/campaigns/vccforgov for more information.
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