SA VCC — Omnichannel Hosted Contact Center

Name: SA VCC
Brand: SA Hosted

What is SA VCC?

SA VCC (Virtual Contact Center) is SA Hosted's flagship omnichannel contact center platform. It bundles the SA Switch (routing engine), SA Scripting (agent desktop), SA IVR, messaging and dispatch, and the VCC client portal with reporting into one hosted platform running on AWS cloud infrastructure with PCI DSS L1 and SOC 2/3 compliance.

Platform Overview

How the VCC fits together.

From customer channels through the omnichannel engine, to routing, to agents, to management tools, to infrastructure.

SA Hosted Virtual Contact Center architecture showing customer channels, omnichannel engine, routing, agents, management tools, and infrastructure layers

Conceptual platform architecture — SA Hosted Virtual Contact Center

Sound Familiar?

Where teams get stuck without SA VCC.

Voice, SMS, email, and chat all live in different tools, so agents lose context and customers repeat themselves.

QA only ever reviews a handful of calls a week, so problems tend to surface only after a client complains.

Clients ask for live visibility, and the best you can offer is a report that's already a day old.

100%

of interactions scored automatically by SAEval, instead of the 2–3% sample most teams manage to review days later.

The Change

What running SA VCC actually looks like.

Before

✕Five disconnected systems for voice, SMS, email, chat, and reporting

✕Agents toggle between screens mid-call, losing context

✕QA reviews a small sample, days after the interaction

✕Clients wait on a monthly report for visibility

After SA VCC

✓One platform routes every channel through the same agent desktop

✓Agents see full contact history in a single screen

✓SAEval scores 100% of interactions in real time

✓Clients get a live portal instead of a static report

How It Works

What SA VCC includes.

Omnichannel routing

Voice, SMS, email, chat, and WhatsApp all route through the same engine so agents have one queue and one contact history, not five.

Unified agent desktop with dynamic scripting

SA Scripting is built in — agents work from one screen with real-time script changes and campaign templates.

AI-powered quality assurance

100% of interactions can be monitored, not a manual sample reviewed days later.

Real-time analytics & client portal

Supervisors and clients see performance data live instead of waiting on a report.

Call recording with PII redaction

Recordings are captured and sensitive data can be redacted for compliance.

Hosted PBX / IVR / softswitch

SA PBX and SA IVR are part of the bundle — no separate on-premise telephony to maintain.

Integration APIs

Connects to Salesforce, Zendesk, Zoho, and other CRM or ticketing systems.

PCI DSS L1, SOC 2/3, 99.99% uptime SLA

Runs on AWS geo-redundant infrastructure with enterprise compliance certifications.

Go Deeper

See the full VCC feature breakdown, use cases, and integrations.

Full VCC Feature Breakdown →

Pricing

What does SA VCC cost?

$150/mo per seat

Base platform rate. Does not include telephony costs. Fewer than 10 seats may carry additional rates.

One-Time Setup Fees (if requested)
Service	Rate
Installation services	$100/hr — est. 4 hrs total
Training services	$100/hr (+ travel if onsite)
Data transfer & other professional/technical services	$100/hr
IVR & queuing programming (if requested)	$75/hr

SA Switch Engine — Detailed Plan Tiers
	Plus	Omni-Gold	Dialer Gold	Ultimate
SaaS (agent/month, min. 3 agents)	$28.60	$41.60	$41.60	$57.20
Voice / IVR designer / call recording	✓	✓	✓	✓
Whisper & barge-in / analytics / API	✓	✓	✓	✓
SMS / chat / mail / fax		✓		✓
Contact management		✓	✓	✓
Motion dialer / Jscripty			✓	✓

Annual licensing available at discounted pricing. Software updates included.
Installation, training, and hosting fees are not included in licensing costs. No monthly SIP trunk or PRI fees.
AWS hosting fee: $295/mo for up to 30 agents ($6/mo for each additional agent).
Call recordings retained for one year (additional storage pricing on request).
Usage-based add-ons: SMS $0.01/text (1,000-text increments), MMS $0.04/text + carrier fees, fax $0.03/fax, voice $0.02/min.
Numbers: local DIDs $0.75/mo, toll-free $1.00/mo, DIDs with 911 access $2.00/mo, WebRTC $3.90/license/mo.

Talk to Sales About Pricing

Part of the SA Hosted suite.

SA Scripting →

A single agent desktop that combines telephony and business applications, with real-time s…

SA PBX →

A full business phone system delivered from the cloud — no on-premise hardware to buy, rac…

SA IVR →

A secure, scalable hosted IVR that routes callers, answers common questions, and handles o…

One platform instead of five disconnected systems.