A call center system for enabling communication between callers and
subscribers. The call center system includes a public switched telephone
network (PSTN) and a virtual call center operable to receive calls from
callers via the PSTN. The virtual call center performs Interactive Voice
Response (IVR) and Automated Call Distributor (ACD) functions to the
callers on behalf of subscribers of the virtual call center for enabling
communication between the callers and the subscribers. The virtual call
center performs IVR and ACD functions to callers on behalf of each
subscriber based on a service level agreement between each subscriber and
the virtual call center. The virtual call center performs IVR functions
associated with a subscriber for a caller to access information from the
subscriber and for a caller to provide information to the subscriber. The
virtual call center performs ACD functions associated with the subscriber
to connect the caller with an agent of the subscriber.
