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Virtual Contact Center (VCC)

Engage customers, empower agents and build personalized experiences that help set your business apart.

  • Deliver world-class customer experiences.

  • 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 that exceed customer expectations.

Virtual Contact Center is best for:

  •  

    Businesses and agencies that want to improve engagement through highly personalized experiences

  • Money icon

     

    Organizations looking to lower capital and operating expenses, such as hardware and support investments

  • Customer Satisfaction

     

    Organizations wanting to improve employee experience by providing flexible scheduling and remote work options

  • woman wearing a phone headset

    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 method.
  • woman talking on smartphone

    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.

    • 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.

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.

  • Platform-on-demand scalability

    Deploy agents anytime, anywhere as business demand changes.

  • Flexible pay model

    VCC provides customers flexible billing options with a unique agent and concurrent agent pay-as-you-go models.

  • Data protection

    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.

  • Reliability

    Rigorous testing by cloud security experts  and geographic redundant architecture help improve fault tolerance and uptime.

  • Omnichannel routing

    Seamlessly connect interactions across any channel, including phone, email, chat or SMS.

  • Workforce engagement

    Workforce management tools help you forecast agent availability, schedule shifts, track metrics and optimize resource use.

  • Outbound campaigns

    Enable full-featured campaign-based outbound dialing with automated outbound-to-inbound blending.

  • Analytics

    Leverage analytics to make omnichannel interaction data relevant, easy to consume and actionable, improving decision-making at all levels for better contact center productivity.

  • Seamless integration

    Our application programming interfaces (APIs) can help it integrate with existing customer support systems, HR systems and contact center infrastructures.

  • Increased visibility

    Facilitate agile resource planning and decision-making with performance insights and interactive reporting.

  • FedRAMP authorized

    The platform for our VCC for Government offering meets Federal Risk and Authorization Management Program (FedRAMP) security requirements for cloud-based providers.

    Verizon Virtual Contact Center for Government is built on the NICE inContact FedRAMP Authorized CXone® Customer Experience Platform.

Valuable resources and information

  • 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 customer
    experience by moving your contact center to Verizon.

    Learn more

  • 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

  • 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.

  • Path to migration

  • Man using laptop.

    Business expansion

    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
  • Hands using tablet

    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

Why Verizon

With our 30+ years of experience, we created a powerful cloud-based contact center solution that helps reduce complexity.

  • 30+

    years of contact center experience

  • 250+

    VCC customers

  • 99.99%

    uptime SLA for VCC service components

  • 40 K+

    agents worldwide on our VCC platform

Related offerings

  • * 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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