Virtual Call Center

Virtual Call Center. Save money and streamline operations with AVOXI's Smart Queue.

A virtual call center is a call center that is hosted in the cloud, rather than hosted on-site at a physical location.

Virtual Call Center Overview

A virtual call center offers

  • minimal capital investment
  • cost-effective scalability
  • high levels of reliability and security
  • 24×7 technical support

Virtual Call Center – A Closer Look

In a virtual call center, the call center pays a monthly or yearly fee to have their hardware and equipment hosted by a telephony provider, and does not own, host, or operate the equipment that the call center runs on. This makes it a much more affordable solution, as hardware updates are purchased by the provider ran than the call center.

Smart Queue: Your Virtual Call Center

Smart Queue is AVOXI’s virtual call center solution. Smart Queue is built on an open-source technology and provides the same features and functionality as proprietary call center platforms – at a fraction of the cost.

Virtual call center solutions include:

      • Automatic Call Distribution (ACD)
      • Call Recording and Extended Call Recording Storage
      • Inbound Call Queues
      • IVR/Auto Attendant
      • Real Time Monitoring
      • Time of Day Routing


Historically, call centers were built on PBX equipment that was owned and hosted by the call center operator. With the advent of Software as a service technology delivery model, the virtual call center emerged, and call center solutions started being hosted by VoIP providers.

Benefits of virtual call centers include:

  • Scalability: Virtual call centers enable solutions to grow with the business, without making an investment in more hardware.
  • Enhanced business image: Virtual call center solutions can put SMBs on the same playing field as enterprises with free features that make their business seem larger.
  • Cost reduction: Virtual call centers can save money, because call centers only pay for the minutes used.
  • Mobility: Virtual call centers provide an opportunity for mobility that was never possible with on-premise solutions
  • Higher productivity: Self-service portals and cloud IVR relieve call center agents of simple tasks, making them available for the bigger problems.
Call Center Guide

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