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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List of 20 Best Virtual Call Center Software
Emergents | 2024
Call center software for startups and small teams
Freshdesk Contact Center (formerly Freshcaller) is a cloud-based call center solution. You can set-up your business call center in 2 minutes. You can focus solely on scaling your business without having to worry about the complexities of managing a call center. Learn more about Freshdesk Contact Center (formerly Freshcaller)
Explore various Freshdesk Contact Center (formerly Freshcaller) features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
- For Sales
- Conferencing
- Knowledge Base
- Real Time Monitoring
- Call Routing
- SIP Trunking
- Interactive Voice Response
- Virtual Call Center
Pricing
Freshdesk Contact Center (formerly Freshcaller) Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Grasshopper
Grasshopper is a one of the best Intelligent Phone Software that uses tall free numbers to increased the companies. Which has supply true 800 tall free numbers, vanity numbers, local numbers when a call comes than hold music, unlimited extensions, faxes emails and voicemails by emails. Read Grasshopper Reviews
Explore various Grasshopper features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Grasshopper Features- Reporting
- Virtual Fax
- Call Transfers
- IVR / Voice Recognition
- Call Recording
- Ruby Receptionist
- Call Routing
- Call Monitoring
Pricing
Grasshopper Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
#WorkFromAnywhere
Connect with your team anytime, let your business do the talking, do video calls without any interruptions, and pass-on the messages without any delay using the cloud telephony software Dialpad. Read Dialpad Reviews
Explore various Dialpad features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Dialpad Features- Reporting
- Call Queues
- Contact center sentiment analysis
- Inbound Reporting
- Call Recording
- Video Call Recording
- Call Center Management
- Multiple Scripts
Pricing
Dialpad Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
The Virtual Phone System for Super Efficient Teams
CallHippo, the most powerful and easy-to-use VoIP based Virtual Phone System, which takes your business productivity & sales engagement to the next level. Read CallHippo Reviews
Explore various CallHippo features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all CallHippo Features- Historical Reporting
- Voicemail
- Inbound Call Center
- Outbound Reporting
- Customisable Welcome Greeting
- Call Volume
- Auto-Dialing
- Power Dialer
Pricing
CallHippo Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
The Virtual Phone System for efficient teams
DialerHQ allows you to make calls and send messages from your second number without interacting with your personal number. For higher security, the conversation is completely private. Read DialerHQ Reviews
Explore various DialerHQ features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all DialerHQ Features- Multi Lingual IVR
- Smart DID Routing
- Live Call Monitoring
- Stand Alone Dialer
- Country Blocking
- VoIP/Wi-Fi Calling
- Outbound Caller ID
- Contact Tags and Custom Fields
DialerHQ Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Software by Servetel Communications
Servetel is the leading cloud telephony service provider in India that facilitates you with cloud telephony solutions for all your business needs. We spark your business communication with our economical, innovative and handy cloud solutions. Read Servetel Reviews
Explore various Servetel features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Servetel Features- Single Access Number
- Call Reporting
- Multiple Extension
- Call Hold
- Call Queuing
- Manual Dialer
- CRM integration
- Analytical Reports
Servetel Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Software by Zendesk
Zendesk builds software for better customer relationships. People interact with businesses every day across multiple channels like email, phone, live chat, and social media. Zendesk brings all this together in one beautifully simple help desk software platform, enabling you to create more meaningful and productive relationships with your customers. Read Zendesk Reviews
Explore various Zendesk features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Zendesk Features- Real Time Monitoring
- Reporting & statistics
- Customer Engagement
- Third Party Integration
- Automated Routing
- Communication Management
- Account Alerts
- CMDB
Pricing
Support Team
$ 19
Agent/Month
Support Professional
$ 55
Agent/Month
Support Enterprise
$ 115
Agent/Month
Zendesk Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Aircall
Aircall is a best, simple and new generation cloud-based call center software. It is getting to toll-free numbers provides from your any area or country and easily craft greeting and leave of not-attendance messages. It is the ability to route calls according to CLID/ANI, DNIS, ISDN calling number. Learn more about Aircall
Explore various Aircall features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Aircall Features- Call Reporting
- Call Recording
- Inbound Call Center
- Call Logging
- Call Routing
- IVR / Voice Recognition
- Blended Call Center
- Virtual Call Center
Pricing
Premium
$ 30
User/Month/Billed Annually
Enterprise
$ 50
User/Month/Billed Annually
Aircall Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Call center software for sales and support teams
CloudTalk is a fully featured Call Center Software designed to serve Agencies, SMEs. This online Call Center offers Queue Management, Call Recording, Contact Management, VoIP at one place. Read CloudTalk Reviews
Explore various CloudTalk features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all CloudTalk Features- Multi Lingual IVR
- For Sales
- Blind Transfer
- Call Management
- Queue Manager
- Agency Management
- Call Monitoring
- Call Hold
Pricing
Starter
$ 25
User/Month/Billed Annually
Essential
$ 30
User/Month/Billed Annually
Expert
$ 50
User/Month/Billed Annually
CloudTalk Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Five9
Five9 is a leading provider of cloud contact center software. It are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Read Five9 Reviews
Explore various Five9 features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Five9 Features- Contact Management
- FTC Compliance
- FCC Compliance
- Call Monitoring
- Campaign Specific Caller ID
- Callback Scheduling
- Campaign Management
- Call Results
Five9 Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Talkdesk
Talkdesk is a leading cloud based call center software in the world. Which Create the call center your customers and agents deserve. It reduce average handle time and increase agent efficiency with automated workflows. Read Talkdesk Reviews
Explore various Talkdesk features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Pricing
Express
$ 25
Agent/Month
Professional
$ 65
Agent/Month
Enterprise
$ 125
Agent/Month
Talkdesk Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Call Center software
Ameyo's Contact Center Software helps improve first call resolution and reduces agents' idle time significantly, thereby boosting overall productivity. Ameyo endows with CX rich solutions which are easy to access & agent friendly, yet affordable. Read Ameyo Contact Center Reviews
Explore various Ameyo Contact Center features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
- Cross-Channel Attribution
- Alerts / Escalation
- Customer Engagement
- Progressive Dialer
- Knowledge Base
- Lead Distribution
- Voice & Data Integration
- Caller Identification
Ameyo Contact Center Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Genesys
Through scalable and flexible contact center virtualization genesys create a great customer experience. With Genesys it creating a powerful, virtualized customer engagement environment to route any customer interaction across your departments. Learn more about Genesys
Explore various Genesys features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Genesys Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Bright Pattern, Inc
Bright Pattern is the leading company for Contact center. Integrated with multi-channel CRM to helps business manage including inbound and outbound voice, email, chat, and social media. It also supports multi-way for communicating like voice, chat and web support, Social media and service desk. Learn more about Bright Pattern
Explore various Bright Pattern features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Bright Pattern Features- Call Recording
- Inbound Call Center
- Call Reporting
- Call Routing
- Queue Manager
- IVR / Voice Recognition
- Call Monitoring
- Premise-Based Call Center
Pricing
Voice Select
$ 70
Agent/Month
Professional
$ 100
Agent/Month
Premium
$ 140
Agent/Month
Bright Pattern Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Nextiva
Nextiva is instantly accessing enterprise-grade call center solutions and quickly scale to respond to fluctuations in call volume without changing your infrastructure settings. Read Nextiva Reviews
Explore various Nextiva features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Nextiva Features- Call Recording
- Call Routing
- Employee Directory
- Virtual Extensions
- Call Logging
- Call List Management
- Mobile Access
- Call Management
Pricing
Office
$ 20
Per Month
Contact Center
$ 50
Per Month
Nextiva Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by 8x8, Inc
8x8 Virtual Office is best powerful and one of the most popular Collaboration software. It has team members can be more effective at working and information and updation will be anytime. That business will be able to move faster. Read 8x8 Virtual Office Reviews
Explore various 8x8 Virtual Office features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all 8x8 Virtual Office Features- Contact Management
- Employee Directory
- Video Call Recording
- Virtual Call Center
- Call List Management
- Virtual Extensions
- Call Logging
- Call Transfer
Pricing
Basic
$ 20
User/Month
8x8 Virtual Office Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by RingCentral, Inc
RingCentral is the award-winning solution for communication and collaboration. It is the server-based, most flexible, customized and cost effective solution. Empower the workforces to be connected by voice, video calling, team messaging, collaboration, online conference meetings. Read RingCentral Reviews
Explore various RingCentral features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all RingCentral Features- Call Recording
- Call Logging
- File Transfer
- Web Conferencing
- Archiving & Retention
- Screen Activity Recording
- Distributed Call Recording
- Call Management
Pricing
Core
$ 30
User/Month
Advanced
$ 35
User/Month
Ultra
$ 45
User/Month
RingCentral Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Bitrix Inc.
Bitrix24 is one of the best CRM software which provides a platform to organize and track interaction with potential or existing clients, partners, agents and other contacts. It is a collaboration platform that's perfect for CRM. It has over 30 tools that will help your business grow and enjoy the work in a team. Read Bitrix24 Reviews
Explore various Bitrix24 features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Bitrix24 Features- Lead Management
- Lead Generation
- Territory Management
- Email Marketing / SMS Marketing
- Customer Support
- CRM & Sales Reports
- Interaction Tracking
- CRM Analytics
Pricing
Free
$ 0
User/Month
Plus
$ 39
Unlimited user/Month
Standard
$ 99
Unlimited user/Month
Bitrix24 Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Cloud-based Contact Center Software
VCC Live not only seeks to provide the most advanced contact center technology linked with telco services but it also brings its clients a combination of multiple solutions, including customer support, consultation, real-time monitoring, and quality management. Learn more about VCC Live
Explore various VCC Live features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all VCC Live Features- Email Templates
- Campaign Management
- Import & Export Data
- Real Time Analytics
- On-Demand (SaaS)
- Email Integration
- Field Sales Management
- Omnichannel Communication
Pricing
Standard Package
$ 63
Per Month
Professional Package
$ 86
Per Month
Multichannel Package
$ 108
Per Month
VCC Live Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
Experience mobile-first cloud telephony
MyOperator is India's top cloud communication provider, with 10,000+ businesses like Amazon, Myntra, and Apollo using its offerings like Corporate Line, 360-degree Campaign Management, and Office IVR. Read MyOperator Reviews
Explore various MyOperator features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all MyOperator Features- Call Reporting
- Voice Customization
- Communication Management
- Call Logs
- IVR System
- Multiple Extension
- Call Hold
- Call Routing
Pricing
Office IVR System
$ 35
Per Month
Cloud Call Center - Desk
$ 69
Per Month
Cloud Call Center - Prime
$ 278
Per Month
MyOperator Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
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
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.