A virtual contact center, also known as a remote contact center or cloud contact center, is a customer service operation where agents work remotely from various locations instead of being physically present in a centralized office space. It leverages technology and internet connectivity to enable agents to handle customer interactions, such as phone calls, emails, chats, or social media messages, from their own homes or remote workspaces.
Integrating a cloud contact center with a CRM (Customer Relationship Management) solution involves connecting and synchronizing the data and functionalities between the two systems. This integration enables seamless information flow between the contact center agents and the CRM system, providing a comprehensive view of customer interactions and allowing agents to access relevant customer data during customer interactions
