Virtual Contact Centre Solutions

TWC IT Solutions has successfully implemented Virtual Contact Centre services for clients across various industries, from the third sector to the financial market. Being one of the most experienced IT companies in London, we have served more than 200+ clients across the City.

Statistically, Cloud Contact Centres are 27% cheaper than their on-premise counterparts, whilst offering 35% less downtime. Here at TWC, we strongly advise our partners to consider switching to a Virtual Contact Centre solution to decrease costs and increase productivity and flexibility.

Whether you require a simple call response handling service or a full-scale omni channel customer management solution, here at TWC, we’ve got IT covered.

300+ London businesses have trusted us so far.

Virtual Contact Centre Solutions offered by TWC IT Solutions

Continue to deliver exceptional customer service with zero disruption even during the most unprecedented times by investing in the latest remote-working technology provided by TWC IT Solutions:

Virtual Call Centres:

Cisco BroadCloud

Cisco BroadCloud is a global platform used by thousands of businesses across the UK and worldwide. It hosts calling and collaboration applications that can be adjusted according to your company’s requirements, regardless of the size or industry. It allows you to welcome callers with a virtual receptionist, create personalised voice mailboxes, receive calls on your desktop or mobile, host online meetings and structure agent call flows.

Microsoft Teams Telephony

Microsoft’s Virtual Contact Centre software is among the top reviewed solutions in the industry. By using MS Teams Telephony, users can place, receive, transfer, mute, or unmute calls. It also enables you to start a video call with screen sharing, share files, provision users, assign phone numbers, and port existing numbers from the Microsoft 365 admin console. Inbound calls can also be quickly routed to the right queues and agents by time zone, language or availability, due to its auto attendant feature.

Omnichannel Solutions:

Content Guru

Content Guru, the winner of Cloud Telephony Product of the Year at the Computing Cloud Excellence Awards (2019), is a UK-based cloud communications provider with services available in more than 30 countries via its cloud Contact Centre as a Service solution, Storm. This single pane of glass solution system enables customers and agents to interact across any channel with the same routing, functionality, and reporting level.

With its blended queue system in place, it provides excellent omni channel delivery and accomplished end-to-end customer journeys. Its browser-based surface grants easy access from any location or device and integration into any third-party
or legacy system.

Five9

Five 9 is recognised as an IVA Market Leader in the 2021 Opus Research Decision Maker’s Guide to Enterprise Intelligent Assistants. The Five9 Cloud Contact Centre operates efficiently due to its flexible skills-based routing, Speech-enabled IVR and innovative virtual assistants. It further improves the customer journey by its caller identification and web callback facets and its detailed real-time and historical dashboards and reporting system.

It optimises the workflow as a result of the built-in Performance and Workforce Management and Quality Assurance features. It delivers a smooth digital-first transformation due to CRM integrations with Salesforce, ServiceNow, Microsoft,
Oracle or Zendesk.

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Virtual Contact Centre Benefits

Virtual Contact Centre Benefits:

Cost-effective: Agents across multiple locations are able to work with minimal equipment, by simply using a Wi-Fi connection from the comfort of their home, making physical facilities unnecessary.

Cloud support: Not having a physical office eliminates the need to purchase and maintain equipment and install software updates. By having a VCC, all of these are handled and taken care of by a third-party software vendor.

Seamless security: Customer calls and information is secured by a portal that directs it to agents’ devices. When handling card payments, calls can smoothly be transferred to an operator who makes sure the company complies with PCI and FCA security standards.

Monitored activity: A VCC also provides measuring tools that make it possible to monitor agents’ performance with live listening, quality monitoring and reports. Through dashboards and collaboration tools, agent engagement can also be measured.

Faster communication: Take advantage of Cloud telephony by having a flawless communication method and supporting your employees working remotely.

Safety first: A Virtual Contact Centre does not only serve clients effectively, but employees can also benefit from flexible working hours to suit their home life, whilst remaining at home to avoid unnecessary travel.

Virtual Contact Centre Features

● Comprehensive PBX features

● Enhanced experience for mobile devices

● A phased approach for Cloud migration

● Easy Cloud phone system management

● Contact Centre integration

● Agent and Supervisor setup and call routing

● Automated attendant

● Cloud voicemail

● Call queues

● Cloud compliance recording

● Direct routing

● Audio Conferencing

● Reliable connection

Virtual Contact Centre Pricing

How “Business as usual” may never be the same.

We aim to address these issues by offering industry-leading, cost-effective solutions to help you reduce operational costs, whilst maintaining business continuity and performance levels.

When recommending a specific Virtual Contact Centre solution for your
business, we assess your business needs, size, working environment and necessary call management requirements, as well as understanding your current setup.

For instance, if you already have Office 365, MS Teams Telephony may be the most cost-effective solution.

Our primary focus is to continuously improve our product-agnostic approach to offer the best possible solution for your business.

Our Cloud-based Virtual Contact Centre solutions start from as little as £8/month depending on your business’ needs.

Migrate to Cloud-based Contact Centre

Virtual Contact Centre in London FAQ

What is a Virtual Call Centre?

A Virtual Call Centre (VCC) is a Cloud-based customer service platform that makes it possible for agents to connect to customers from multiple locations. It’s based on either voice-only or omni channel routing, meaning it’s able to handle customer communication from various channels such as phone, chat and email.

How do I start a Virtual Call Centre?

When transitioning to a Virtual Call Centre, the most important thing to start with is to provide agents with all the essentials, such as a working station (a computer), a business-grade internet connection and a quality deskphone, such as a Cisco, Polycom or Yaelink or even a headset, such as a Jabra, Plantronics or Communicator.

Then contact an IT company that offers VCC software to set everything up for you. TWC IT Solutions will guide you throughout the entire process, further to understanding the correct solution for your business, then manage the full life cycle VCC implementation.

How do you manage a Virtual Call Centre?

A VCC is set up and managed by an IT provider. After the initial consultation and implementation process, you receive your access details to the portal. To effectively manage your VCC, use the built-in agent management tools to access call centre analytics and agent metrics to manage your remote team as required.

What is the best virtual call centre software?

You can choose from a variety of virtual call centre software, including:

i) Genesys
ii) Zendesk
iii) Freshdesk
iv) Talkdesk
v) Aircall
vi) CloudTalk
vii) Five9
viii) Dialpad Contact Centre

Each of them has different key features to consider before making a decision.

What are the types of call centres?

There are six call centre categories. To make the right decision, it’s essential to understand each solution in-depth and consider your business’ needs. Types of call centres:

i) Inbound call centre
ii) Outbound call centre
iii) Automated call centre
iv) Multichannel call centre
v) Omni-channel call centre
vi) Virtual call centre

What is an omnichannel contact centre?

Omnichannel Contact Centre solutions, an upscale on multichannel, offers blending, queuing and routing for phone, email, chat, social and self-service channels. Alongside this, priorities can be set based on channel type, agent skills, client SLAs and text analytics. In addition, existing telephony and multi-media systems can be incorporated into the multi-media queue.

This enables contact centres to offer new channels within the same agent teams, connect and engage customers across the journey. It also allows clients to switch between channels in a single interaction without having to repeat data and provide a consistent experience across channels and ensure SLAs are always met. It can also link channels within a workflow. This includes follow up emails, call backs to remove complexity for agents by simplifying contact handling.

Omnichannel vs multichannel contact centre, is there a difference?

Compared to a multichannel contact centre, all information is stored on a single database in an omnichannel solution and can be accessed by any agent on any platform. However, in a multichannel solution, each communication channel operates in isolation from one another, such as email, social media, webchat, and telephone.

Traditional vs Virtual Call Centre: Which one is better for my business?

A traditional call centre requires a physical location, plus, maintenance of the hardware and software, whereas for a VCC, all software is outsourced and vendor managed. It also allows agents to connect and support customers through multiple locations, making it the most efficient and cost-effective way to operate.

My business has multiple locations. Is a Virtual Call Centre the right solution for me?

A Cloud-based Virtual Call Centre (VCC) can support contact centre agents in various geographical locations and different time zones instead of a single physical site, making it the ideal solution for your business.

What are TWC's Contact Centre Solutions?

Our Contact Centre solutions are:

COMPLIANT PAYMENTS

REPORTING & MONITORING

ENHANCED QUEUEING

BLENDED MULTI-CHANNEL

CALL CAMPAIGNS

Does TWC offer 24/7 support in case something is wrong?

Absolutely. TWC is one of the few companies with ‘follow-the-sun’ locations in the UK, Asia and the Americas, which makes us able to support our client base 24/7/365.

My business is not London-based. Can TWC still serve me efficiently?

Of course. We operate across three different countries – Potters Bar in the UK, Jersey City in the USA and Central, Hong Kong – globally across three different time zones, making us the most efficient IT solution provider. We answer your calls within ten seconds and offer you a solution in ten minutes as part of our industry-leading SLA.

I’m interested in receiving a quote from TWC. What are the next steps?

Just hit the button below and ask for a quote based on your company’s needs. We will get back to you within less than 48 hours.

What about the onboarding process? Will TWC help us?

TWC will guide you through the whole implementation process. Our dedicated service and engineer team is here to answer your call within 10 seconds and offer you a solution in 10 minutes as part of our SLA. Should you need anything, we will be there for you.

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