Features to boost outbound activities
Fueling your outbound sales
VCC live for inbound contact centers
Transforming customer service for tbi bank
Key channels VCC Live supports
Email, social and more for SYKES and Huawei
Selected integrations for VCC Live users
Handle calls without leaving Salesforce
Powerful BI for next-level sales
92% of calls within SLA
94% voicemail detection rate
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Manage high volumes of incoming calls with a system that minimizes wait time and supports first contact resolution.
Enjoy a wide range of benefits with VCC Live’s highly customizable call queuing system.
Delight your customers with decreased wait times and efficient call handling.
Minimize idle time while still ensuring undisturbed wrap-ups for agents.
Resolve callers’ issues the first time by forwarding them to the right agent.
Provide callers with estimated wait times to minimize your call abandonment rate.
The system dynamically adjusts queuing parameters during peak hours.
Distribute calls evenly among agents to prevent burnout and maintain motivation.
There are many options to tailor the call queuing process to your needs. With VCC Live, you can…
Inbound IVRs enable you to give callers interactive options to choose from. They may even include gathering information on their case to handle queries faster.
These additional parameters will ensure your customers are connected to the right agent or find a self-service option to resolve the issue without waiting in line.
By using inbound IVR, you can handle more calls, provide 24/7 support with an automated system, empower customers to handle issues on their own, and connect callers with the right agent, boosting first call resolution and customer satisfaction.
Our live dashboards enable you to keep track of your most important numbers in real time. This feature is highly customizable – you can choose from a wide range of system metrics or easily set up your own KPIs.
After choosing the metrics you’d like to track, you can easily organize them on the dashboard with a simple drag-and-drop method. Learn more about VCC Live’s live dashboards here.
Connect our cloud contact center solution with the tools you’re already using to streamline processes. Sync customer data with our CRM integrations, engage with customers on social media by integrating VCC Live with Messenger, or enable customers to sign documents with ease via DocuSign.
Learn more about our integrations here.
Contact us for a chat and demo to see how
our software can help your business thrive.
If all agents are busy or none of them are logged in, the system skips the queue and moves the caller to the next defined process. For example, a pre-recorded message can inform customers that every agent is busy at the moment, and they’ll receive a callback. You can read about other special call queuing features here.
This call routing option assigns agents to the calls which they’re skilled to handle, and has various benefits in a contact center. For example, skills-based routing enables agents to single-handedly solve callers’ issues, boosting first call resolution and contributing to higher customer satisfaction levels. It also cuts back on wait times and utilizes your agents’ talents the best way possible. Learn more about skills-based routing here.
In contact centers, this term refers to queues where callers aren’t aware of the estimated wait times or their position in the line. This is the default setting in VCC Live. If you wish to keep your customers informed on wait times, learn how to set up announcements here.
