1. Company history

2. Software
     iCall    VCC Live Desk    VCC Pay  

3. Strategy

4. Social engagement

5. References

VCC Live Group Zrt. (VCC Live®) is a telecommunication solutions provider and the first company to introduce cloud-based call center call center service on the Hungarian market.

The company operates subsidiaries as local representations in the United States, Germany and Poland.

Company history

The company’s predecessor, NDG Bt. was founded as a web application development company.

In 2003, the company was restructured, and owners Szabolcs Tóth and Tamás Jalsovszky changed its name to eWorld Com Kft. This company’s goal was already the development of systems based on internet-based voice transmission. The new VoIP services – among the first ones marketed in Hungary – were launched as part of a new strategy.

The company developed its iFax service intended for business use in the post-millennium years. As an IP-based facsimile sending and receiving service, the iFax was designed to fill the void that VoIP services for business purposes were not yet in a position to fill due to slow internet services and as a result of inappropriate sound quality.^[1] The company already marketed the service’s upgraded version, iFax Broadcast, on the international market. Yet already then, the company’s management strongly believed that this technology was on the brink of becoming outdated, and consequently sought new opportunities.^[2]

In this period VCC spent more than one hundred million HUF on development, and, starting in 2005 focused its energy on VoIP and call center services. From 2008 all installed versions were discontinued along with their iCall service. Since then, the company’s services operate only in a cloud-based system. On the call center market in Hungary, the company was the first to offer cloud-based call center services that established the company as market leader.

By 2010, the Virtual Call Center solution became the company’s most important service, as a result of which the company’s management once again decided to change the company’s name. Starting December 2010, the company now bears the name Virtual Call Center Kft.

The company’s first international subsidiary, Virtual Call Center GmbH was founded in Erding, and its headquarters were later moved to Berlin. The second international subsidiary was founded in 2014; the headquarters of Virtual Call Center Sp. zo.o. is located in Warsaw. In 2017 the company founded its third subsidiary, the VCC Live USA Inc. in Wilmington, Delaware. The company’s most significant markets are located in Europe, Africa and the American continent.

In 2013, Virtual Call Center Solutions Zrt. was founded and became the beneficiary of a 500,000 Euros (150 million HUF) investment from DBH Investment to support its international expansion.^[3] Further goals of the investment included the acceleration of the product development process, as well as further development of the company’s current products and services.^[4]

VCC provides customer service support for its customers and partners at its Budapest headquarters and supports their work with regular workshops, where clients are introduced to system functions, receive insight into their partners’ demands and market trends, as well as vital information that they can use for future developments. Contact with clients serves the same goal, and solutions tailored to fit individual needs receive attention in future developments.^[5]

Software

Between 2003 and 2008, the company’s offer included both installed and remote call center services. In order to popularize their VCC Live Desk product, they participated in several international exhibitions, professional conferences and events, among others in Berlin, Birmingham, Warsaw, Bucharest and Budapest.^[6][7][8][9]

iCall

The company’s first installed call center service was iCall launched in 2005. This service ceased to exist in 2008. Thereafter, the company’s solutions – which was then called eWorld Com Kft.  – operated exclusively as cloud-based services.

VCC Live Desk

Currently, the company’s main service is a complex cloud-based service, which can be accessed via broadband internet from anywhere and is designed to provide professional, full range of software and telecommunication solutions for call centers.

The software itself is an integrated client program, which contains call center management, call management, survey and phoning functions. The project management function enables staff allocation, customization of various types of projects, result tracking and comparison.^[10] The software is suitable for Microsoft Excel tables, export of SPSS files, script management, recording of conversations and for playing online and downloading conversations in mp4 format.

The service ensures greater control over the call center using real-time statistics as well as transparent user work process, and provides a predictive dialing function, which may raise the time operators spend in calls to 35-45 minutes per hour.^[11][12]

The client program is currently available in 14 languages.

The service’s unique feature is that in order to launch it and receive calls the user only needs to connect a headset to a computer equipped with broadband internet service. In this way, the VCC Live Desk software makes possible telemarketing, customer service, market survey and telephone services without any investment in equipment.^[13]

The VCC Live Desk cloud-based service is available from day one a monthly lump sum or pay-per-use constructions. In this way, the company targets the market from small companies operating call centers all the way to multilingual, multinational firms. In the company’s view, the service’s advantages are most evident in the case of call centers with as few as 20 employees.

VCC Pay

In 2016, VCC Pay service was launched, which is unique in the region, and makes possible credit card payments during a call via the help of the operator. VCC Pay conforms to the security certificate issued by the five largest credit card companies (among others MasterCard, Visa and AMEX), thus ensuring the maximal security of payments.^[14]

Strategy

The company’s aim is to secure the market leading position in Central Europe in 3-5 years, and to extend its services to other regions. The management’s goal is to help spread cloud-based solutions in the call center and contact center industries, in public and private cloud environments, and that cloud-based solutions - along other, traditional approaches - become a standard in the industry.^[15]

Following the investment by DHB Investment Zrt., VCC Live® - using the capital investment- emerged on the largest markets with its own sales and partners program. The owners’ intent is to respond to another round of success on the international market with a second round of fundraising.

Social engagement

VCC Live® places great emphasis on developing products that can be used with the same degree of efficiency by the physically disabled and workers with disabilities. In November 2013 the company announced at the Partnering CE Expo professional exhibition that they will expand the accessibility already expanded functions of Virtual Call Center with a special module so that “the visually impaired call center colleagues may deliver the same quality services”.^[16]

VCC Live® actively supports the call center profession in Hungary, and supports in particular the events series “Call Center Academy”.

In 2014, the company participated in a fundraiser for SOS Children’s Villages, in the acquisition and renovation of a residential home used to house children.^[17]

From November 2018 VCC Live® provides a complimentary telephone service for the Walk Home Phone Service Foundation’s (Hazakísérő Telefon Alapítvány) service, the Walk Home Phone Service telephone line. In the framework of this service those walking home alone at night on Friday and Saturday evenings may call this line free of charge and speak with volunteers until they get home.^[18]

References

• Pressure Drop (The Clash song)
• Pressured speech
• Pressure experiment
• Pressure experiments
• Pressure Experiments
• Pressure flip
• Pressure fryer
• Pressure gradient
• Pressure gradients
• Pressure Groups
• Pressure groups
• Pressure groups in the united kingdom
• Pressure head
• Pressure hull
• Pressureless sintering
• Pressure level
• Pressure (musician)
• Pressure of speech
• Pressure Operated Relief Valve
• Pressure (Paramore song)
• Pressure-point
• Pressurepoint
• Pressure Point (band)
• Pressure point (first aid)
• Pressure Points