What Is A Virtual Contact Center?

A virtual call center is a call center in which the contact center agents (CSRs) are geographically dispersed, rather than being in a building next to the phone system and CRM applications, they can be anywhere.

Typically the Contact center agents are sitting in groups based on their skill sets and their expertise.  Therefore many of the contact centers are forced to pay higher wages, more hours in order to build the safety factor and to ensure the calls are answered in case if the volume picks up, it’s a restricted fixed brick and mortar infrastructure.

The Expo-IPCC virtual contact center will enable the organization to leverage any labor pool, at the best skill set for each particular call come in, at the least cost of routing, all this is done instantly and regardless where the agents are located, which makes it a very flexible and controlled operation and the lowest cost to process the calls.

The virtual call center model saves money, by leveraging the lowest labor, and not having to pay for fixed costs, and multi infrastructure operation.  The brink and mortar is virtually eliminated. 

ExpoTech provides soft phone systems operating for contact center environments that can automatically distribute phone calls to remote agents and work from home employees.

Contact center agents, supervisors, and the management no longer need to work from one central location. Today Expo-IPCC will enable your workforce to work from your call center, from home, from a remote office.

Expo-IPCC will give you the competitive edge by offering higher service levels at a lower cost, since you don’t have the high cost that is typically associated with the traditional call centers.  Expo-IPCC will also allow you to employ the most qualified CSRs at a lower cost.

To learn more about our virtual contact center technology sales@expotechinc.com

Remote Contact Center Agents

Most call centers today are challenged with the agent turnover and not having a qualified pool of talented agents available.  Expo-IPCC platform helps alleviate these challenges and enabling you to hire talented agents at a local lower wage at their geographical area.  or semi-retirees who are willing to work from home or a remote office. 

Expo-IPCC calculates the least cost of routing for those available agents, time of day, and skill set processing, that will lower the cost and better customer services.

Expo-IPCC platform utilizes the latest advancements in VoIP and SIP protocols, leveraging enterprise applications that are scalable, robust architecture.  We can process inbound outbound calls, with remote agent remote monitoring.  Expo-IPCC can turn on as many agents as needed instantly since its all web based using soft switch and soft phone.

The value of Expo-IPCC virtual contact center platform is:

• Flexibility, Geographic Independence of Technology and agent location facilitating ease of implementation and administration at a much lower cost.
•  Reducing Agent Turnover, one of the biggest problems facing most contact centers today.  With Expo-IPCC you can now find the labor pool you need at the lower cost, and not having to build the operation at their location.
• Enabling Remote clients access to a new pool of talent that can work from home
• Less integration points, therefore Expo-IPCC is much more reliable, less expensive to maintain and much more scalable since it’s a Unified Contact Center Solution on a single platform.

Expo-IPCC virtual contact center will run on a single platform in a centralized IT environment which will yield huge benefits:

• IT investment is significantly reduced
• Better software management
• IT Resources are better utilized
• Vendor management and support is IT is easier
• On going IT maintenance and support is significantly lower.
• Network cost lower and network reliability is higher.
• Back-up and redundancy is better.

ExpoTech built Expo-IPCC patent pending platform, leveraging open source, open architecture standards integrated tightly with enterprise software applications and relational databases that’s sold as Expo-IPCC.  With Expo-IPCC you will be able to instantly turn on content center agents regardless where they are, you can monitor, record and rout calls as call volume change, and type of service required.  No tedious CTI integration, no months of pain and agony trying to get your phone system to work with your CRM and back office.  With Expo-IPCC have all the flexibility you need to grow or to reduce staff levels instantly, you are no longer running in a fixed environment and you are no at the phone call mercy.  Expo-PCC it’s the virtual call center technology that will extend your reach to the labor pool regardless of their geographical location.  Expo-IPCC is extensible, scalable as all your infrastructure is under your control; essentially you are your own phone company.

Expo-IPCC Virtual Contact center Software

Expo-IPCC is a platform when installed will enable the organization to run a virtual multimedia contact center, without having to perform CTI (computer Telephony integration).  This contact center platform technology is a enables you to take advantage of the CSR labor pool by best matching skill levels at the lowest price, so it will increase your productivity, better customer service, and a lower cost.

Expo-IPCC virtual call center platform is built on a scalable, robust, and extensible architecture.  Expo-IPCC built in IVR, Call recording, Skill sets triggers, call routing, auto dialer, out of the box ACD, management reporting, data warehouse functionally for data mining.

Expo-IPCC Virtual Contact Center is a Software phone switch

Expo-IPCC is also a software phone switch, in other words, you will not need a telephone system to run your virtual contact center.  Expo-IPCC comes in two flavors, you can have a soft phone where we can install a client, small program, on your CSR’s desktop with a headset to use as a phone, or you can have an IP phone.  Furthermore if you want to use your legacy phone switch the Expo-IPCC application platform is an open IPA architecture, its easy to integrate to your phone switch.

Expo-IPCC agent work from home, once their home station is signed in, the centralized computer system will know that I have an agent with a particular skill set is available, once a call comes in and best matching the available agent the call is instantly routed to the home/remote agent, and monitored online.  The systems cal also generate an outbound auto dialer campaign,, once a customer is on line, the EXPO-IPCC platform will connect the home/remote agent seamlessly.

Please click on the Virtual Contact Center Presentation link below:

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The Value of Expo-IPCC Virtual Contact Center

• The Expo-IPCC virtual contact center is much more productive and cost effective than a traditional center. The calls are distributing to your workforce and letting technology unburden your agent's routine tasks.

• The Expo-IPCC is a web based platform, which means the CSR can be in a contact center, at home, or a remote site, they will have the ability to take the calls regardless where they are.
• The Expo-IPCC can be used for appointment confirmation and auto dialing without having to have a live CSR on the line.  Expo-IPCC comes in with a built in IVR and intelligent call routing for inbound calls which will reduce the CSRs interruptions and maximize efficiencies.
• Expo-IPCC platform not only an auto dialer, but it also has all the capabilities for reductive and progressive dialing, any type of caller campaign you are looking for, Expo-IPCC is the platform is feature rich CRM application for your organization.
• Expo-IPCC platform comes with hundreds of prebuilt management reports, and easily customizable reports, as well as a data warehouse module used for data mining.
• Expo-IPCC platform has a built-in ACD module that’s tightly integrated with the meta data layer to route incoming calls to the appropriate agent instantly.
• Expo-IPCC have a built in logic for intelligent routing.  In most cases call center applications and phone systems are designed on first come first serve, no intelligent.  However Expo-IPCC, its designed with hundreds of built in algorithms calculating, type of call, time of day, available skill set, and least cost of routing. 
• Expo-IPCC platform with an IVR system that can recognize voice response to gather information and present it to either the customer or to the agent.

Call Center Software and Systems

Expo-IPCC also offers complete call center outsourcing services using our with partnership secure data center facilities.

Expo-IPCC can develop your call center solutions quickly - providing you with a competitive advantage for call processing.

To learn more about our virtual contact center technology  sales@expotechinc.com

ExpoTech has partnerships with leading technology companies worldwide to ensure technology focus that helps it provide solutions in line with the emerging technologies. Our Microsoft and Sun Partnerships ensure that our technology understanding is ahead of the market place and that our domain experts and marketing personnel are constantly updated. This also ensures that our engineers upgrade their skill sets all the time converting them into our most powerful assets.

ExpoTech offers its clients a tightly coordinated two-pronged approach to their technology requirements.

At our offshore development center in India, developers are led by senior project managers to deliver best of breed technology solutions tailored to customer requirements.

Onsite, a smaller, but highly trained-team of developers, led by an experienced onsite project manager, works at the client-end ensuring the efficient integration and implementation of the technology.

As part of our commitment to our client, our services include maintaining copies of client information and property at our offices overseas. This strategic maintenance of replicated data and applications ensures business continuity and immediate disaster recovery.

For more information please email us at sales@expotechinc.com

You may also want to visit www.wirelessdawnbook.com  published by Rod Ghani Agha

Business Continuity & Disaster Recovery

Disaster Recovery and Business Continuity are key words in today's strategic planning for all organizations world wide. No calamity, natural or man-made can be too small to ignore. Preparing and planning for an eventuality is not like planning for the Y2K conversion. It totals a fraction of all that was involved in solving the Y2K problem. Yet, this is a crucial, business-critical issue to be addressed by all companies regardless of whether they are buyers, vendors or application developers.

Marsh Adviser talks about the major risk in business especially with an eye on the catastrophic September 11 attack on The World Trade center. The adviser goes on to say "On a business level, all operations remain potentially at risk…", and adds that "Plans, procedures and protective measures must be designed to minimize the risk…."

Ensuring that business operations and functions continue as scheduled despite disaster of almost any magnitude is imperative for all organizations. Organizations face a barrage of risks in terms of their technical, legal and financial operations. Identifying these risks is the first priority. Technical operations can include outsource partners whose operations might be hampered or hindered by disaster. Plans to mitigate the risk are becoming an integral part of all technology outsourcing proposals.

At Expotech, this is a part of our unspoken agreement with the client. Expotech ensures that all client property, on and off the premises of the company's offices is replicated and maintained periodically - weekly, monthly and annually. Backed up data and applications, documentation and any other client property, with the exception of hardware, is replicated onsite at our global locations in the United States, The United Kingdom and in Australia. Hardware is insured as is the office to protect against any eventualities. Full restitution is given to clients whose specialized hardware property is provided for use in development and testing of applications.

Expotech risk mitigation plan is a full-fledged research area at the system administrator's level. Sections of the plan include:
Networks secured against potential intellectual intrusion
Fire hazards are minimized using flame-retardant material
Staff are trained in fire safety by experts which includes regular unscheduled fire drills
Trained security resources are hired to intercept unauthorized physical entry Applications under development, source code, documents and all project/product related software is backed up and replicated onsite at distributed geographic points.
In addition to these, there are client-requested risk mitigation exercises which include maintaining "builds" or back-ups of project/product-related source code and documents at the client-end on a periodic basis.

All measures taken by Expotech ensure that under no circumstances can a project/product/application or a system come to an abrupt halt. Disasters can be a part of nature, human or otherwise, but risk mitigation is second nature at Expotech.