Receives and automatically distributes large volumes of calls among various call-center operators or agents. (The call centers mainly serve as support centers for internal or external customers of a company or organization.)
Among other features, the application can provide:
- IVR integration
- queue-priority management
- virtual screening (call back caller instead of asking to wait)
- skills-based distribution.
The service provider or operator host the Virtual Call Center. Operators or agents manage it using a remote Web platform.