What is a Virtual Call Center?
A virtual call center performs the same functions as a traditional premise-based call center. However, the call center operator does not maintain their own on-premise telephony equipment such as PBXs, Automatic Call Distributors and related telephony equipment.
In a virtual call center model, the call center operator does not own, operate or host the equipment that the call center runs on. Instead, they subscribe to a service for a monthly or annual fee with a service provider that hosts the call center telephony equipment in their own data center. Such a vendor may host many call centers on their equipment. Agents connect to the vendor’s equipment through traditional PSTN telephone lines, or over Voice over IP. Calls to and from prospects or contacts originate from or terminate at the vendor’s data center, rather than at the call center operator’s premise. The vendor’s telephony equipment then connects the calls to the call center operator’s agents. (Alternate terms for “virtual call center” include “hosted call center” or “on-demand call center.”)
