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.



Connect With Your Personal Advisor
List of 20 Best Virtual Call Center Software
Category Champions | 2023
The Virtual Phone System for Super Efficient Teams
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 call monitoring, and actionable insights. Read CallHippo Reviews
Starting Price: $20 User/Month
Recent Review
"It is easy to use" - Sania Shah
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, which makes it an affordable and effective method for handling customer calls. Read Grasshopper Reviews
Starting Price: $29 Per Month
Recent Review
"services of grasshopper" - Trishant Rajora
Cloudli is a fully featured Unified Communication Software designed to serve SMEs, Startup, Agencies, Enterprises. Cloudli provides end-to-end solutions designed for Web App. This Unified Communication System offers Dashboard, Chat / Messaging, Multi-User Collaboration, Mobile Access and Audio / Video Conferencing at one place. Read Cloudli Reviews
Starting Price: $25 Per Month
Recent Review
"cloudli is best for me" - m kamran
DialerHQ is a 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 set-up, and user-friendly app, you will never have to settle for less. Read DialerHQ Reviews
Starting Price: $10 Per Month
Recent Review
"Got rid of 2 extra phones. What a relief." - Ralph K
Category Champions | 2023
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 at the best prices. Read Servetel Reviews
Starting Price: Available on Request
Recent Review
"Satisfaction with services." - Vasundhara Tyagi
Pros | Cons |
---|---|
Everything |
Nothing |
Onboarding |
Whatsapp integration |
Contenders | 2023
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 by providing AI to route our tickets to the right agent and automating workflows. Zendesk boosts customer satisfaction by providing support across platforms. Read Zendesk Reviews
Starting Price: $5 Agent/ Month
Recent Review
"Zendesk review" - Lokendra
Pros | Cons |
---|---|
It's fast than other. Low latency |
Creating view option should be enhanced |
The best thing about Zendesk is that being a cloud platform, its implementation and customization was very fast. It also offers us the possibility of receiving incidents from our clients from a web page or from an email. |
The knowledge base that can be built with the history of the incidents is not the most optimal, I think that at this point there is an opportunity for significant improvement. |
Emergents | 2023
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 call back, etc., enable businesses to carry out their call center features with a breeze. Learn more about Aircall
Starting Price: $30 User/Month/Billed Annually
Category Champions | 2023
Call center software for sales and support teams
Cloudtalk is a 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 its smart IVR and call routing. Read CloudTalk Reviews
Starting Price: $25 User/Month/Billed Annually
Recent Review
"Review on CloudTalk" - Nick
Pros | Cons |
---|---|
Well sold to us! The integration into our crm and recording feature. |
Their terms and conditions are awful - really unfair on their customers. Their app is very weak. |
Easy to use and very user friendly, can start immediately. Sales and support team especially Chia has been very helpful and responsive. |
Talktime charges for Singapore seem to be on higher side compared to other dialer even with preferential pricing. Will be good if can download all the call logs at one go and to sort them according to length of call |
Contenders | 2023
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 and coaching agents, and reducing call time. Elevate your customer and agent experiences and achieve tangible results by empowering your team with this powerful cloud contact center software. Read Five9 Reviews
Starting Price: Available on Request
Recent Review
"Five9" - Allison Papasin
Pros | Cons |
---|---|
Convenience |
Heavy use of data |
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 customer experience. The solution helps deliver faster and smarter support with more personalized experiences. Learn more about Genesys
Starting Price: Available on Request
Dialpad is a virtual call center software that offers a unified communication platform for enhancing customer experience. It is an 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 contact center. Learn more about Dialpad
Starting Price: $20 User/Month
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 Learn more about 8x8 Virtual Office
Starting Price: $19.99 User/Month
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 enhance the experience. Learn more about Talkdesk
Starting Price: $25 Agent/Month
Category Champions | 2023
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, user-friendly, and simple to set up. Read RingCentral Reviews
Starting Price: $19.99 User/Month
Recent Review
"Descent product" - Rahul Deewan
Pros | Cons |
---|---|
Very easy to use and good UI. It takes very less time to get started. Good for meeting. Needs less internet bandwidth. |
The app gets crashed sometimes, all chat messages are not notified, sometimes doesn't allow to connect or join a meeting. |
Emergents | 2023
Call center software for startups and small teams
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, and easy-to-use platform. Learn more about Freshdesk Contact Center (formerly Freshcaller)
Starting Price: Available on Request
Category Champions | 2023
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 easily be integrated with leading CRMs and helpdesk applications. Read Ameyo Contact Center Reviews
Starting Price: Available on Request
Recent Review
"Highly recommended for any organization who dialing daily basics " - Aman Kumar
Pros | Cons |
---|---|
I'm using a lot of things because of my job duties, perfectly integrates with my CRM tools , Reporting daily reports, Real-time to maintain the Service level, updating the dialer for the outbound/inbound Campaign . There is a great part of the reporting and all the required data to manage the service level.Recording can be easily shared with secured method. The best part if i can say we use the ameyo anywhere in the whole world. |
if we can go for improvement section then Screen recording feature is not available . Autocall time not shown when voice is ON , low internet speed connections take so much time to load the page and this might some issues 'HANG-UP" |
Data rechurn is very easy, and you can increase attempts very easy. |
Real time monitor is best in this and pacing works very good. |
Contenders | 2023
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 queueing, unlimited calling, faxing, and texting. The software is scalable and flexible, perfect for businesses of any size or industry. Read Nextiva Reviews
Starting Price: $19.95 Per Month
Recent Review
"My Experience with Nextiva" - Arnie Francisco
Pros | Cons |
---|---|
I like Nextiva because it is very easy to use. It is Cost Effective compared to other VOIP providers and they have a better recording portal. |
The part where you really have to call their Support to assist you in onboarding process. Nothing on their dashboard where you can do it yourself. Nothing in there where you can delete a line and request to adjust an invoice. Everything has to be over the phone. But mind you, they have better customer service dept. Staff are friendly. |
Emergents | 2023
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 automation IVR. Moreover, you can easily manage your agents with live dashboards, workforce management tools, call monitoring, and more. Learn more about VCC Live
Starting Price: $62.79 Per Month
Category Champions | 2023
Bitrix24 is a virtual call center software that offers high-quality communications 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 extensions, call forwarding, etc. Read Bitrix24 Reviews
Starting Price: Available on Request
Recent Review
"TOP 1 CRM Software- Bitrix 24" - evez
Pros | Cons |
---|---|
The most impressive features of Bitrix 24 are tasks, workgroups and, most importantly, the CRM system. The program is easy to use on computers. This program gives a positive direction to any company. |
A missing feature in Bitrix 24 is the employee tracking section. Business owners need tracking programs to increase their trust in their employees. If the tracking function is added to this program, it will become the number one program in the CRM sector |
Its long lasting Feature list |
User Interface is quite complicated |
Emergents | 2023
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 like IVR, video chats, emails, bots, SMS, and other AI voice services. It is flexible and customizable to fit any business size and industry. Learn more about Bright Pattern
Starting Price: $70 Agent/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.
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 of 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.
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.
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.