Our Technology

UKVCC utilises the clients existing telephony and application platforms wherever possible together with business QoS (Quality of Service) broadband connections to the agent’s home. Quality of voice service is provided by managing the voice and data network to ensure voice quality is maintained to minimum ‘traditional’ standards. Where a clients existing telephony platform is not suitable then UKVCC can manage and deliver the voice calls via a Telco - hosted IP ACD service. This provides core contact centre requirements: flexible services that align with companies ever changing business needs and the ability to handle voice calls, email and web interactions with customers in the most effective and efficient manner.

The hosted IP solution comprises a carrier class, resilient network architecture deployed in geographically diverse and resilient data centres. The service also offers a range of additional contact centre applications integrated into the hosted platform, providing customers with advanced features. All contact centre functionality - such as ACD, IVR, call recording etc. – can be managed "in the network" enabling UKVCC’s clients to benefit from lower operational costs (usually with no capital expenditure) and increased agent productivity.

Companies are connected to the IP infrastructure using IP VPN networks, enabling the realisation of cost savings when deploying converged data and voice networks. The platform integrates with the PSTN through multiple voice gateways using C7 interconnect, providing high levels of disaster recovery and low interconnect costs.

We deploy the clients’ existing applications to the home based agent so, normally, no application developments or changes are required. All relevant firewall and security issues are addressed at the earliest stage of client discussions.

Agents are supplied with UKVCC workstations running our Agent Portal software which allows access only to the configured UKVCC/client systems and are remotely managed and secured using industry leading network security products.