Best Virtual Call Center Software
Best virtual call centre software includes servetel, callhippo, exotel, zendesk, cloudtalk, avoxi, myoperator, etc. This software allows you to work from your home or any location.



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Most Popular Virtual Call Center Software
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List of 20 Best Virtual Call Center Software
Category Champions | 2025
The Virtual Phone System for Super Efficient Teams
Product Description
CallHippo is a virtual call center software that lets you make more calls at low prices. The software aims to boost agent productivity, automate workflows, get more conversions, and close deals faster with its high-end calling features like power dialer, click-to-dial, smart call routing, live... Read More About CallHippo
CallHippo Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Conferencing
- Call Queuing
- CRM Integration
- Call Monitoring
- Call Whispering
- Interactive Voice Response (ivr)
- Power Dialer
- On Hold Music
- View all Features
CallHippo Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Call center software for sales and support teams
Product Description
Cloudtalk is robust and flexible virtual contact center software that empowers your teams to be smart about your support. The software leverages advanced features, streamlines operations, and gives you a 360° customer overview anytime to anticipate customer needs. Decrease workload and improve resolution efficiency with... Read More About CloudTalk
CloudTalk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Real Time Dashboard
- Number Porting
- Call Monitoring
- CRM Integration
- Voicemail
- Call Analytics
- Call Whispering
- Call Barging
- View all Features
CloudTalk Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Grasshopper is one of the best virtual call center companies for acquiring virtual phone systems for small businesses. It provides the smart communication tools a company needs to sound more professional. The Grasshopper platform is simple to set up and use, making it an affordable... Read More About Grasshopper
Grasshopper Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Simultaneous Call Handling
- Call Transfer
- Business Texting
- Call Screening
- Custom Greetings
- Conference Calling
- Virtual Phone Numbers
- Call Reporting
- View all Features
Grasshopper Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Dialpad is virtual call center software that offers a unified communication platform for enhancing customer experience. It is AI-powered customer intelligence software for teams to talk, message, meet, and support customers. Build better relationships with your customers and improve agent workflows with this feature-packed virtual... Read More About Dialpad
Dialpad Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Mobile App
- Call Transfer
- CRM Integrations
- Analytics And Reporting
- Call Monitoring
- Call Routing
- Live Call Coaching
- Call Disposition
- View all Features
Dialpad Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
VoiceSpin is a customer engagement platform that enhances business communication with advanced VoIP and call center solutions. It provides tools for seamless inbound and outbound calling, CRM integrations, and AI-driven features like speech analytics and automated workflows. Read More About VoiceSpin
VoiceSpin Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Barging
- Multi Channel Support
- CRM Integration
- Agent Scripting
- Agent Performance Tracking
- Interactive Voice Response
- Call Queuing
- Predictive Dialer
- View all Features
VoiceSpin Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Product Description
Servetel offers virtual call center solutions to help your business connect with your customers more efficiently. Servetel’s cloud communication solutions empower businesses with features like IVR, missed call service, voice broadcasting, number masking, call forwarding, call routing, live call monitoring, real-time reporting, and much more... Read More About Servetel (by Acefone)
Servetel (by Acefone) Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Ivr System
- Multi Level Ivr
- Missed Call Service
- Call Forwarding
- Call Tracking
- Call Analytics
- Real Time Reporting
- Number Portability
- View all Features
Servetel (by Acefone) Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Product Description
Zendesk is one of the best virtual call center companies that offer telephony solutions for small and medium-sized businesses. The software sets your team up for success by enhancing productivity, providing AI to route tickets to the right agent, and automating workflows. Zendesk boosts customer... Read More About Zendesk
Zendesk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Ai Powered Bots
- Reporting And Analytics
- Email Integration
- Live Chat
- Automations
- Macros
- Customer Portal
- Community Forums
- View all Features
Support Team
$ 19
Agent/Month
Support Professional
$ 55
Agent/Month
Support Enterprise
$ 115
Agent/Month
Suite Team
$ 55
Agent/Month
Zendesk Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
Aircall is one of the most popular virtual call center platforms for integrating phone systems for sales and support teams. Its features, such as real-time modifications, call queueing, ring groups, parallel calls, time-based routing, pause-resume recording, queue callback, etc., enable businesses to carry out their... Read More About Aircall
Aircall Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Conferencing
- Power Dialer
- Analytics And Reporting
- Custom Greetings
- Call Whispering
- CRM Integration
- Live Call Monitoring
- Call Queuing
- View all Features
Premium
$ 30
User/Month/Billed Annually
Enterprise
$ 50
User/Month/Billed Annually
Aircall Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Five9 is a fully-featured virtual call center software program offering an AI-based digital workforce to transform your business by automating routine interactions, transcribing calls, coaching agents, and reducing call time. Elevate your customer and agent experiences and achieve tangible results by empowering your team with... Read More About Five9
Five9 Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Interactive Voice Response (ivr)
- Outbound Campaign Management
- Disaster Recovery
- Real Time Reporting And Analytics
- CRM Integration
- Call Queuing
- Customer Surveys
- Skill Based Routing
- View all Features
Five9 Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Talkdesk is the best virtual call center software to help businesses improve customer communication and service. Talkdesk offers omnichannel engagement, enabling companies to talk with customers and prospects on their preferred channels. It also provides workforce management and employee collaboration to extend customer service to... Read More About Talkdesk
Talkdesk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Quality Management
- Predictive Dialer
- Mobile App
- Real Time Dashboards
- Call Whispering
- Agent Performance Analytics
- Call Scripting
- Interactive Voice Response (ivr)
- View all Features
Express
$ 25
Agent/Month
Professional
$ 65
Agent/Month
Enterprise
$ 125
Agent/Month
Talkdesk Features and Usability-Based User Satisfaction Score
Call Center software
Product Description
Ameyo is a leading virtual call center software program to manage your contact center with various features to ensure a smooth customer experience. It enables businesses to handle all their inbound, outbound, and blended call center processes easily and flexibly. The software can also be... Read More About Ameyo Contact Center
Ameyo Contact Center Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Back Service
- Predictive Dialer
- Workforce Management
- Quality Monitoring
- Chat Bot
- Call Recording
- Automatic Call Distribution (acd)
- Voice Bot
- View all Features
Emergents | 2025
Product Description
DialerHQ is remote call center software that enables businesses to manage their customer calls from anywhere, anytime. The software also helps you manage your personal and business calls by keeping them separate. With its comprehensive features, seamless setup, and user-friendly app, you will never have... Read More About DialerHQ
DialerHQ Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Auto Dialer
- Call Analytics
- Call Monitoring
- Api Integration
- Call Recording
- Call Masking
- Call Conferencing
- Call Whispering
- View all Features
DialerHQ Features and Usability-Based User Satisfaction Score
Software by Genesys
Product Description
Genesys is a cloud-based virtual call center provider that helps businesses run their customer support operations smoothly. It offers customer self-service, IVR, inbound and outbound calls, and real-time reporting to enhance the customer experience. The solution helps deliver faster and smarter support with more personalized... Read More About Genesys
Genesys Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Knowledge Management
- Co Browsing
- Real Time Dashboards
- Quality Management
- Chatbots And Ai
- Automatic Call Distribution (acd)
- Call Recording
- Screen Sharing
- View all Features
Emergents | 2025
Product Description
Bright Pattern offers the best virtual call solutions to help businesses provide seamless, personalized, and effortless communications across all voice and digital channels. Its enterprise-class functionality includes IVR, video chats, emails, bots, SMS, and other AI voice services. It is flexible and customizable to fit... Read More About Bright Pattern
Bright Pattern Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Outbound Campaigns
- Social Media Integration
- Chatbot Integration
- Call Recording
- Automatic Call Distribution (acd)
- Email Management
- CRM Integration
- Knowledge Base
- View all Features
Voice Select
$ 70
Agent/Month
Professional
$ 100
Agent/Month
Premium
$ 140
Agent/Month
Bright Pattern Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Nextiva is a leading company that provides virtual call center solutions on a unified communication platform. It offers features like cloud PBX, VoIP switchboard, three-way calling, call forwarding, call queuing, unlimited calling, faxing, and texting. The software is scalable and flexible, perfect for businesses of... Read More About Nextiva
Nextiva Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Mobile App
- Fax To Email
- Voicemail To Email
- Call Whispering
- Number Porting
- Call Parking
- Call Analytics
- Ivr System
- View all Features
Office
$ 20
Per Month
Contact Center
$ 50
Per Month
Nextiva Features and Usability-Based User Satisfaction Score
Emergents | 2025
Call center software for startups and small teams
Product Description
Freshdesk is one of the best virtual call center phone systems that helps you provide exceptional voice service with fast and easy conversations. The software offers all the features that a call center needs for a smooth call-handling process. It is an intuitive, scalable, flexible,... Read More About Freshdesk Contact Center (formerly Freshcaller)
Freshdesk Contact Center (formerly Freshcaller) Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Recording
- Call Notes
- Call Routing
- Call Monitoring
- Voicemail
- Multi Level Ivr
- Agent Extensions
- Holiday Routing
- View all Features
Sprout
$ 0
21 Days
Blossom
$ 15
Agent/Month (Billed Annually)
Garden
$ 29
Agent/Month (Billed Annually)
Estate
$ 45
Agent/Month (Billed Annually)
Freshdesk Contact Center (formerly Freshcaller) Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
8x8 Virtual Office is a single platform to cater to all your customer communication needs. Its best-known features include an auto-attendant, team chat, video meetings, and AI-powered insights and workflows. The software also offers real-time, organization-wide reporting to help you make. Read More About 8x8 Virtual Office
8x8 Virtual Office Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Video Conferencing
- Virtual Receptionist
- Presence Detection
- Call Forwarding
- Ring Groups
- Call Transfer
- Number Porting
- Auto Attendant
- View all Features
Basic
$ 20
User/Month
8x8 Virtual Office Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
RingCentral is a trusted virtual call center provider designed especially for small businesses. It offers integrated and comprehensive solutions for managing customer communications. Its most promising features include an auto-receptionist, IVR, call recording, call monitoring, video meetings, real-time analytics, and more. Moreover, it is affordable,... Read More About RingCentral
RingCentral Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- CRM Integration
- Predictive Dialer
- Real Time Analytics
- Call Recording
- Automatic Call Distribution (acd)
- Omnichannel Routing
- Workforce Management
- Call Scripting
- View all Features
Core
$ 30
User/Month
Advanced
$ 35
User/Month
Ultra
$ 45
User/Month
RingCentral Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Product Description
Bitrix24 is virtual call center software that offers high-quality communication services for your business. It simplifies customer communications by bringing them into a single dashboard and lets you easily track customer interactions through CRM integration. Bitrix24 also provides telephony features like renting local numbers, internal... Read More About Bitrix24
Bitrix24 Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Telephony Integration
- Lead Management
- Email Marketing
- Social Media Integration
- Customer Support
- Document Management
- Product Catalog
- Workflow Automation
- View all Features
Free
$ 0
User/Month
Plus
$ 39
Unlimited user/Month
Standard
$ 99
Unlimited user/Month
Professional
$ 199
Unlimited user/Month
Bitrix24 Features and Usability-Based User Satisfaction Score
Cloud-based Contact Center Software
Product Description
VCC Live is a virtual contact center software that enables your workforce to operate call center operations from anywhere. It automates your call management with skill-based routing, automatic call distribution, and automated IVR. Moreover, you can easily manage your agents with live dashboards, workforce management... Read More About VCC Live
VCC Live Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Customer Satisfaction Surveys
- Agent Performance Tracking
- Email Campaigns
- Api Access
- CRM Integration
- Social Media Integration
- Call Recording
- Time Zone Management
- View all Features
Standard Package
$ 63
Per Month
Professional Package
$ 86
Per Month
Multichannel Package
$ 108
Per Month
Premium Package
$ 154
Per Month
What Is a Virtual Call Center?
A virtual call center software is an application that allows inbound and outbound calls between customers and agents. The software eliminates the need for physical office space. Therefore, agents scattered at various geographical locations can come together with the virtual call center software.
Even though there has been technological advancement in all industries, telephonic support always takes the lead regarding customer support.
A direct call with the professional ensures that the customer gets a quick solution and is completely satisfied with the services, which otherwise would not be possible with other modes of communication. The difference is that call centers' services have shifted from traditional to virtual call center software.
How Does a Virtual Call Center Software Work?
A virtual call center solution is quite simple to work with. Once you have the software, the agents must log in to the system first. All agents must have a computer, an internet connection, and a headset. A virtual call center makes telephonic calls over the Internet with Voice over Internet Protocol (VoIP) technology.
Virtual call centers often use Voice over Internet Protocol (VoIP) technology to handle the calls, which means that the calls are transmitted over the internet rather than traditional phone lines. It allows for greater flexibility and cost savings compared to traditional call centers.
When a customer contacts the virtual call center, the call is routed to an available agent through the call center software. The agent can access the customer's account information and use scripts or other tools provided by the call center to assist the customer with their inquiry or issue.
Benefits of Virtual Call Center Solutions
Virtual call center software can bring numerous benefits to the business as it is backed by advanced technology that helps make virtual calls more effective compared to traditional phone calls. Some significant benefits include the following:
-
Build brand loyalty
Customers are bound to come back when they are delighted with the services. A virtual call center system enables agents to fix the caller's problems quickly, providing a positive brand image.
-
Better agent productivity
The software also helps enhance the agent's productivity by letting them make quality calls and provide quick solutions to the callers.
-
Enhance business growth
This powerful software helps provide an excellent customer experience with every call, leading to better customer retention and business growth.
-
Lower noise complaints
The system also allows the elimination of any distractions or unwanted background noise. It provides clear call quality, leading to better and more precise communication between the agent and the customer.
-
Reduced costs
Traditional call center requires a number of equipment for several tasks like tracking calls, managing data, and handling tickets. But with the virtual contact center software, all of this can be controlled in one place, reducing the equipment cost.
-
Contextual conversations
The virtual contact center solution enables virtual call center agents to record and note the call data in the system itself.
-
Receive calls anywhere
Remove the need for the employees to be bound in one place. A virtual call center provides complete flexibility to take calls from any geographical location.
-
Limitless scalability
The software will allow your business to quickly and efficiently provide the solution to the customers, leading to limitless scalability.
Why Do You Need Virtual Call Center Software?
Virtual call center companies create solutions based on the pain points of the businesses. Virtual contact center software can help in numerous ways, leading to better business growth. Some of the top reasons include the following:
-
Increase your availability
Call center operations are the best solutions if your business provides global services. As it is impossible to set up offices at every location, with the software, you can ensure that you provide 24/7 services for customers worldwide.
-
Lower employee turnover
With the remote work option, many employees prefer to work from home. It is not possible with a traditional call center. The software enables employees to work from any preferred location, hence, lowering employee turnover.
-
Easily manage and monitor the call center
The system allows the supervisor to easily monitor the call activity on a live feed and keep track of every minute activity.
-
Internal collaboration
Virtual call centers enable agents to open several communication channels like email, chat, text, and phone calls. Further, it allows agents to interact in multiple ways with the customers.
-
Access to more talent
As the employees can work remotely, your business will get access to a broader talent pool across several locations.
Features of Virtual Call Center Software
Virtual call center platforms are rich in features that make the communication between the customer and the agent smooth and effective. Some top features of the best virtual call center software include:
-
Voice over Internet Protocol (VoIP)
VoIP, or cloud-based calling, is one of the essential features of virtual call center software. This feature help agents skip landline calls and make and take calls from anywhere with an internet connection.
-
CRM integration
Throughout the call, storing the customers' data is crucial so they don't have to repeat themselves every time. CRM integration feature helps track and store data.
-
Surveys
This feature allows post-call surveys to measure customer satisfaction with the agent. You can conduct different surveys to understand the overall performance of your team.
-
Call recording
The software comes with a call recording feature that can later be used for training new agents and quality assurance.
-
Scripts
The majority of software comes with built-in agent scripting that helps the agent to understand what is to be said at the right time.
-
Call monitoring
With the call monitoring feature, the managers can listen to any outgoing and incoming calls without disturbing them and use it for future training of new agents.
-
Call whispering
This feature enables managers to speak just to the agent during a live call to provide the best services.
-
Call barging
The call barging feature lets the manager get on the call with the agent and the customer. This feature is helpful in case the call isn't going well, and the manager can provide the right answers.
-
Call masking
With the call masking feature, you can choose how your phone number shows up when you call a customer. With the local number showing up, you can increase the chances of receiving the call.
How to Choose the Right Virtual Call Center Solutions?
We know that with so many solutions available, choosing the best virtual call center software can take time and effort. The problem can be easily solved by understanding the factors you must consider before making the final choice. Below are some points to consider:
-
Ease of use
Ease of use is one of the most critical factors to consider when picking virtual call center software. The more complex the software is, the more time the agents will need to learn it, leading to low business productivity.
-
Scalability
The software should also allow for business scalability. It should enable the company to scale growth with agents present at various locations.
-
Quality and level of customer support
Whatever virtual and remote call center software you may choose, it should be of excellent quality. The software should also provide a significant level of customer support.
-
Integration
The software should be compatible enough with third-party integration and APIs. It should also allow integration with the existing software in the business.
-
Cost
Cost is another vital factor to consider while choosing the right software. The software must provide several plans to choose from per the business needs.
-
Security
The software must provide great security as it will hold a large amount of customer data that cannot be leaked.
Top 5 Virtual Call Center Software
Deciding the right virtual call center solution can be very challenging as there are several software available for it. We have listed below the top five software with the top features they provide. Check these out and pick the best for your business.
Name
|
Free Trial
|
Demo
|
Starting Price
|
---|---|---|---|
7 Days |
Yes |
$16/mo | |
7 Days |
Yes | $49/mo | |
7 Days |
Yes |
$30/mo | |
7 Days |
Yes |
$25/mo | |
7 Days |
Yes |
$75/mo |
CallHippo is an advanced virtual call center software that is powered by CC2 technology for smooth communications. This solution fits every small to open-source virtual call center software requirement. CallHippo offers four different plans, each with varied features. With 4.8 ratings, the solution is built to enhance user experience.
Features
- Global connect
- Local and toll-free numbers
- Voicemail
- Call recording
- Call forwarding
- CC2 powered technology
Pros
- Easy to set up and use
- Great customer support
- Multiple third-party integrations
Cons
- Limited features
Pricing
CallHippo provides four plans for its users with different features. You can choose the plan that meets your business needs. All the plans provide a 10-day free trial. The plans are as follow:
- Basic plan- Basic plan is free of cost and is best suitable for startups.
- Bronze plan- The plan costs $16 per user every month and is ideal for small businesses.
- Silver plan- Suitable for a fast-growing team, the silver plan starts at $24 per month for each user.
- Platinum plan- The platinum plan starts at $40 per month for each user and is the best for larger teams.
Zendesk allows customer service agents to provide customer support through calls from the same platform used for other channels. It’s one of the most recommended virtual call center system by companies because of its great accessibility and advanced features. It is an easy-to-use solution that can also be customized as per the needs. Zendesk has an average rating of 4.8.
Features
- Call forwarding
- Conference calling
- Integrations with 70+ apps
- Automated ticket creation
- Call blocking
Pros
- Multichannel support
- Customizable solutions
- Strong reporting and analytics
Cons
- Expensive plans
- Limited automation options
Pricing
Zendesk provides plans for services as well as sales. The company also gives access to free trials so that you can understand how it actually works before paying for a plan.
Zendesk for services:
Plans for everyone
- Suite team- US$ 49 per month for each agent
- Suite growth- US$ 79 per agent every month
- Suite professional- US$ 99 per agent each month
Plans for enterprises
- Suite enterprise- US$150 per month for each agent
- Enterprise-ready plans- US$ 215 per agent every month
Zendesk for sales:
- Team plan- The plan costs US$ 19 per agent every month
- Growth plan- The plan costs US$ 49 per agent every month
- Professional plan- The plan costs US$ 99 per agent every month
Aircall is a cloud contact center solution that can be integrated with the existing CRM system of your business. The software also has the ability to forward the call to the agent's personnel mobile so that the call can be answered wherever they are. For growing businesses, Aircall can be one of the most beneficial platform.
Features
- Customized availability
- Remove spam callers
- Call tracking
- Assign conversations
Pros
- User-friendly software
- Highly scalable platform
- International phone numbers
Cons
- Fewer features in the basic plan
- Limited storage for call recording
Pricing
Aircall provides three plans for businesses each with its unique features to make the process seamless. Aircall also provides a seven-day free trial.
- Essentials- The plan starts at $30 per month for each user.
- Professional- The plan starts at $50 per month for each user.
- Custom- The plan is customizable and can be aligned with the business needs.
Based in New York, CloudTalk is a leading virtual call center platform. It offers cloud-based virtual phone systems for sales and support teams. CloudTalk is easy to set up, provides the flexibility to operate from anywhere, and can be integrated with third-party systems. The automation features of this software can be improved; apart from that, it’s the best software for mid-size businesses.
Features
- Number porting
- Call recording
- IVR
- Call-based routings
- Integrations with other tools
Pros
- Advanced call management features
- Scalable platform to meet the business needs
- Various customization options
Cons
- Competitive pricing
- Fewer automation options
Pricing
Cloudtalk provides four various plans for its customers. They also provide a free trial to the businesses, and you can also compare the plans to pick the right for your company's needs.
- Starter- The starter plan starts at $25 per month for each agent.
- Essential- The essential plan starts at $30 per month for each agent.
- Expert- The expert plan starts at $50 monthly for each agent.
- Custom- As the name suggests, you can build a custom plan by contacting the company to align with your business needs.
TalkDesk is the best virtual call center solution for businesses that handle light to medium calls. The solution allows adding summary nodes, collaborating with the team members, and integrating with the existing CRM. This platform can be utilized for inbound calls and outbound calls, making it the most versatile virtual call center tool.
Features
- Inbound call blocking
- Call control
- Call conferencing
- Ring groups
Pros
- Advanced call routing features
- Integration with the existing software
- Easy-to-use platform
Cons
- Expensive for smaller businesses
- Fewer mobile app functionalities
Pricing
TalkDesk provides four different plans for businesses of all sizes.
- CX cloud essentials- The plan starts at US$75 per user every month.
- CX cloud elevate- The plan starts at US$95 per user every month.
- CX cloud elite- The plan starts at US$125 per user every month.
- Experience clouds- Experience Clouds plan is built for various industry needs like banking, insurance, providers, and retail.
Challenges in Virtual Call Center Solutions
Though virtual call center software is the perfect solution, it also has some challenges. These include the following:
-
Training
The first challenge is training the employees. It becomes a major challenge when they work from remote locations and in different time zones.
-
Difficult to provide IT services
Another drawback is providing IT services to employees. In situations where they require help with their laptops, the service would either have to be provided remotely or they would have to visit the office.
-
Lack of direct oversight
As a business, you will not be able to oversee employees directly as they are dispersed at various locations.
-
Harder to build team camaraderie
With the agents working at different locations, it is challenging for them to connect with their peers, and it may make them feel isolated.
Trends in Virtual Call Center Software
As technology is enhancing, there is continuous growth in the development of virtual call center software. These trends help ensure that the software meets the latest demands and helps businesses get the best productivity from it. The latest trends include:
-
Cloud-based software
This trend in the software provides call center operations to the cloud. Adapting this trend can provide flexibility and scalability for the company with hassle-free access to remote agents.
-
Artificial intelligence
AI has become an integral part of all businesses. Using AI in the virtual phone system can automate routine tasks like answering common inquiries and routing calls to the right agent. This tech is also capable of identifying the latest trends.
-
Omnichannel support
Provide your customers with a variety of options to connect with the agents. They can connect via phone, email, social media, and chat with omnichannel support.
-
Video conferencing
Video conferencing is one of the most prominent trends in virtual call centers. It will allow agents to provide face-to-face support to the caller and can also be helpful for training and meetings.
-
Advanced reporting and analytics
Advanced reporting and analytics in the software help provide detailed reports on customer data. The data includes call volumes, waiting time, and level of customer satisfaction. By taking the necessary steps, you can use this data to enhance your business growth.
Conclusion
To wrap up, with tech advancement, adapting technology solutions in your business is equally important. Ditching the traditional ways and adding the best virtual call center software can boost business growth and enhance customer satisfaction.
These solutions let the agents and customers have uninterrupted communication, where solutions can be provided quickly, and necessary data can be stored for future use. So, pick the right remote call center software for your company and skyrocket your growth.
FAQs
What is the difference between traditional call center & virtual call center software?
The significant difference between the traditional call center and Virtual call center software is that traditional call centers have no ways to make use of the data that has been collected. On the other hand, virtual call centers can help businesses make practical decisions with the data.
How can virtual call center solutions improve the customer experience?
Virtual call center solutions can enhance customer experience by providing fast and reliable services. Further, the data collected on customer feedback also allows businesses to ensure that they work on the weak areas to improve their services.
How much does virtual call center software cost?
On average, virtual contact center software can range from $50 to $1500 per agent monthly for call centers. The cost can vary on several factors, like the number of users, features offered, billing structure, and so on.