VCC Live Contact Center as a Service (CCaaS)

VCC Live provides cloud contact center software solutions designed to enhance both inbound and outbound communication channels for various businesses. The company prioritizes simplicity and flexibility in its software deployment, enabling users to customize multiple aspects of the service without the need for coding. This approach ensures that implementation is straightforward and can be completed in a matter of weeks. VCC Live's philosophy centers around leveraging technology to drive innovation, thereby unlocking business potential. By focusing on customers and delivering solutions that are agile and personalized, VCC Live has expanded its reach to over 52 countries across multiple industries, such as TV Sales, Debt Collection, Telecommunications, Telesales Insurance, Outbound Call Centers, Banking, and more.

The products and services offered by VCC Live are designed to handle a wide array of communication needs through channels like voice, SMS, email, and others. The software comes equipped with features such as a predictive dialer for optimizing telesales campaigns, A/B testing for marketing strategies, and the ability to manage telco services efficiently.

VCC Live features include:

1. **Remote Management Capability**: VCC Live empowers supervisors with tools to manage and oversee agents remotely, facilitating functionalities like live call listening, call whispering for on-the-fly coaching, agent status management, and project assignment adjustments.

2. **Advanced Dialer Options**: For outbound communication, VCC Live offers powerful dialer technologies, including both power and predictive dialers. These dialers optimize call operations by efficiently managing call volumes, reducing wait times between calls, and enhancing overall agent productivity. Predictive dialing, in particular, is designed to ensure agents have minimal downtime by lining up calls based on an algorithmic analysis of agent availability and call metrics.

3. **Real-time KPI Dashboard**: A real-time dashboard feature allows supervisors and managers to monitor call center activity instantaneously. This includes visibility into live call statistics, average handling times, queue sizes, and conversion rates.

4. **Omnichannel Functionality**: Recognizing the importance of managing customer interactions across various channels smoothly, VCC Live offers omnichannel support. This enables agents to seamlessly switch between communication channels such as voice, email, SMS, and live chat without disrupting the customer experience. It also allows for the unified handling of customer interactions, providing agents access to previous communication history through a single interface.

5. **Secure, Cloud VPN Support**: Addressing the critical need for data security, especially in remote operations, VCC Live incorporates secure, cloud-based VPN technologies.

- **Comprehensive API**

- **Activity Dashboard and Tracking**

- **Alerts/Escalation Mechanisms**

- **Automatic Call Distribution (ACD)** and **Blended Call Center Support**

- **CRM Integration**

VCC Live clients include:

1. **UPC Hungary**

2. **Ferratum**

3. **Decathlon Hungary**