Glossary
Virtual call center is synonymous with cloud-based call center, but in most cases this term relates to call centers that use remote workforce management model, so no agents are working in the office.
Even though virtual call center defines a cloud call center, a call center software tool that uses cloud technology to store data and handle call center operations, it can be differentiated from cloud call center based on workforce model that is used. When we say cloud call center, it doesn’t mean that all agents work remotely, but under virtual call center we mean call center that uses remote or at least hybrid workforce model.
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