Friday, August 22, 2014

Virtual Call Center: VCC

In continuing our notes of "non-luxury" technology we will look at the Virtual Call Center (henceforth VCC) technology and market place. 

VCC is a web based solution, off-premise cloud SaaS offering replicating many traditional on premise call center technology stacks.  The stack often includes Automatic Call Distribution (henceforth ACD), Interactive Voice Response, computer telephony integration (henceforth CTI), Predictive Dialers, and associated Call Center Analytics.  Please refer to the IVR Call Center Glossary for more information on terms. 

Although many of these solutions are still for medium businesses, there could a time when the cloud based delivery allows for the prosumerization of these products like ACD to be used in households, small business, and medium-sized traditionally phone averse businesses.  A forward moving cell phone company may start to implement some "VCC" tech as well if it helps users lives become easier and establishes a USP.  All of this may mean that VCC can be expanded down market in the future.

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