If you were to ask three different people to define, in their own words, a virtual call center, chances are you would receive three very different answers. To some, a virtual call center is one that is based in the cloud. To others, it is where agents are in remote locations, rather than on-site. And to others, a virtual call center involves Interactive Voice Response (IVR) or a virtual call center representative.
No matter which way you choose to define a virtual call center, all three are changing in big ways. With the way trends are changing so rapidly, VoIP providers are working hard to ensure that virtual call centers and call center VoIP software is constantly getting upgrades and face lifts. Some VoIP providers have begun offering technology that allows artificial intelligence to act as a customer service representative; remembering previous telephone conversations and acquiring knowledge and skills with the more telephone conversations they encounter are just a few of their features. Other VoIP providers have increased security with off-premise agents, including providing laptops to customer service representatives that don’t allow for printing or copy and paste features in order to protect personal data.
VoIP providers are working nonstop to ensure that customer service is up to the standards of both businesses and customers, and that VoIP software stays up to date with all of the technology trends. All that businesses have to worry about now is which VoIP providers to utilize, and which VoIP software will work best for them.