Virtual Contact Centre Solutions

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.

200+ London businesses have trusted us so far.

Virtual Contact Centre Solutions offered by TWC

Virtual Call Centres:

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:

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.

Virtual Contact Centre Benefits

Virtual Contact Centre Benefits:

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

● 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

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.

Virtual Contact Centre FAQ