The demand for the virtual call center is growing and those willing to meet customer needs will find dominance in a profitable market. According to a recent CounterPath (News - Alert) Corporation release, the global call center market overall is projected to hit $337.8 billion by 2018. Those with progressive ideas and interactive platforms are likely to lead the way.
For its part, CounterPath is meeting the needs of a growing market, providing solutions to companies like Telefonica, inContact, Telmex (News - Alert) and Vivo. The developer of desktop, tablet and mobile VoIP software solutions is enabling companies to support remote workers and eliminate inefficient call handling systems.
The rapid growth of IP-based technology is forcing a change in the way call centers operate. The virtual call center is lowering the cost of upfront investments and maintenance, while also enabling flexible deployments and administration capabilities. The addition of advanced security, media encryption and improved independence for the remote worker is driving the steady growth in the call center space.
The shift to cloud-based communications allows for considerable benefits for the traditional customer service environment. Companies can easily deploy and manage hundreds or thousands of softphones within their current environment, expanding or cutting back as needed according to market demand. With a focus on centralized provisioning and automatic software delivery, call center agents are on boarded quickly and smoothly with a softphone fully configured according to their needs.
"Call centers are looking to leverage our software based solution so that they can elevate their offerings to their customers or their customers' end users,” said Todd Carothers, executive vice president of products and marketing at CounterPath. “We plan to further invest into the platform and integrate other technologies such as WebRTC and other significant platforms to enhance the call center offering."
CounterPath is recognizing the growing demand for the virtual call center solution and delivering on these expectations with innovative solutions. The company’s unique offering addresses the growing challenge in the global marketplace – how to deliver quality customer care and support remote employees without investing considerable resources upfront.
The industry overall is changing and companies are launching strategies to support a proactive approach to customer engagement, remote employee interactions and social media conversations. The virtual call center helps to tie all three together to deliver on expected customer service levels while still operating within budget. Given these perks, the industry continues to expand, allowing for the addition of new providers and solutions that continue to raise the bar on quality interactions.
Edited by Alisen Downey