At a glance, it may seem as though traditional and virtual call center software solutions are the same, but the two actually have significant differences. Though both do require that their software can provide such features as interactive voice response (IVR), automatic call distribution (ACD), computer telephony integration (CTI), and workforce management (WFM), the difference becomes apparent in the implementation of the software.
Virtual Call Center Software vs. Traditional Call Center Software
With the traditional call center software, you generally need to buy a license for each computer you plan to run it on (just like with any other business software your company uses) since all of your call center agents are located in one facility that your company manages itself. Virtual call center software, on the other hand, is usually hosted by the vendor that developed it, meaning you don’t need to download or install any of the software. The hosted model ensured that you can easily access it from your computer via web browser. If your agents are in different states, time zones, or even countries, then having a hosted solution guarantees they will all be on the same page.
Another aspect of the hosted solution that separates virtual call center software from the more traditional model is that your company can worry less about integrating it into the existing system. The advantage of being able to access the software online also means that there is no need to concern yourself with whether it will work seamlessly with your company’s existing computer network. The best virtual call center software will provide you with all the tools you need to manage your agents remotely so you can transition to monitoring it entirely via the Internet.
Virtual Call Center Software Relieves the Burden on IT
Online hosting is appealing, but you’re probably wondering how virtual call center software can make a significant impact on your company’s operations. Aside from quick implementation and easy online access, you never need to update virtual call center software because it is hosted by the vendor. Any updates or changes to the software are made directly by the vendor and applied to their online applications; so you save money, hardware, and time by eliminating the need to take care of expensive updates yourself.
This also means that your IT department is freed up to handle bigger issues than whether your call center software is running properly. In fact, you can even potentially cut down on an extensive IT department since virtual call center software vendors generally offer comprehensive support for their products. Rather than having to depend on IT technicians who may not be as familiar with it, you receive assistance directly from the developer of your software.
In addition to hosting the actual applications on the web, virtual call center software can also host all of your information online. Since agents are located remotely, they need to have access to the same information. Virtual call center software provides the means to upload all of your company’s operations, customer, and call information in one place. Not only do your agents have the ability to look up the data they need quickly and efficiently, but you also have access to their calls and customer interactions just as fast.
Though virtual and traditional call center software share many of the same characteristics, the differences between them can translate into a completely different means of operating for your call center. When it comes down to it, virtual call center software is all about streamlining business processes and cutting down on a company’s dependence on physical hardware.