Virtual Call Center

An OnState diagram of their call center capabilities

OnState, a cloud-based virtual call center provider, has released the spring 2010 version of its virtual call center software solution. This recent iteration has various updates for increasing service quality and productivity among call representatives.

OnState’s Virtual Call Center is a cloud computing application that offers business-grade customer communication and management capabilities.

Features of the Virtual Call Center include: communication through voice, video, chat, click-to-call, web call-back, IM and conferencing; business-rules routing; skills-based routing; customer and market segregation; support for multiple communication protocols; application integration; Pending Communications, which does automatic callback scheduling; reporting and analytics, and presence enabled.

This new product release adds visual analytics, new network-based call recording, graphic elements to the OnState dashboard, which makes administration easier, and other agent productivity updates.

The new Virtual Call Center’s enhanced real-time and past reports also give better performance visibility, so administrators are more able to monitor the flow of processes through the call center.

The network recording feature works on a variety of devices like landlines, mobile phones, SIP phones, and Internet video conferencing phones (ex., Skype and GTalk). The calls can be recorded in the network and stored through any one cloud-based option.

OnState’s Virtual Call Center and Virtual PBX can be run through Salesforce.com’s ERP application.