It is now possible for contact centers to operate without boundaries. Cloud contact center technology is the catalyst for this trend, allowing a workforce to be located anywhere in the world. Distributed contact centers, whether insourced or outsourced, are being leveraged by organizations today to provide customers real-time support 24 hours, 7 days per week. The benefits of distributed contact centers are:
Geographic Staff Availability
Distributed call center systems provide organizations with the option to hire agent talent where they reside. An important requirement is to match caller or product attributes with agents who are a “best fit” to resolve incoming calls by taking advantage of intelligent call routing.
Costs are always part of the equation when considering a contact center strategy. However, costs must also be balanced with providing a great customer experience. A virtual contact center with features designed for distributed services can meet expectations of delivering exceptional customer care at a reduced cost.
International Expansion Requirements
Distributing contact centers globally brings a new set of challenges to companies including language and cultural barriers and time zone differences. As organizations expand their sales and services overseas, they are also opting to support customers in markets they serve with local or regional contact centers.
Organizations can now use a mix of insourced, outsourced or even multi-sourced (using several different BPOs) contact centers to employ the optimal combination of customer satisfacation and cost savings benefits without technical or geographic boundaries.
Virtual Call Center System On Demand Solution
DeltaACD Contact OnDemand provides a distributed call center system with a multi-channel web-based agent desktop environment.