Cloud Call Center Software for BPO Companies

Revamp your BPO company with KrispCall cloud call center software and communicate like never before. Simplify the customer interactions and exceed the client’s expectations.

Wide coverage across a diverse range of 100+ countries
Top Notch Calling & Messaging Features
Make and Receive Calls from anywhere on any device
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How to Start a BPO virtual call center?

Starting a BPO virtual call center with KrispCall is an easy process. Sign up to KrispCall, purchase your number, invite team members & start making calls. It’s that easy. For step-by-step directions, check the video alongside.

  1. Signup with KrispCall Account
  2. Purchase the virtual number of your choice
  3. Invite team members and share numbers with them
  4. Start making calls
How to Set up Call Center Software for Small Business
Why choose krispcall BPO

Why Choose KrispCall Call Center Software for BPO Companies?

Affordable Pricing: KrispCall offers competitive pricing with the most exceptional features making it suitable for BPOs looking to optimize their contact center operations.
Number Sharing Feature: BPO agents can share their numbers easily with team members and eliminate the chances of missed calls and losing new leads.
Flexible: KrispCall provides the flexibility of handling customer queries effectively, initiating sales calls, and managing call operations from anywhere.
Easily Accessible: KrispCall is compatible with both web and mobile phones allowing you to choose the device that suits your working style.
Real-Time Reporting & Analytics: Get valuable insights to track agents’ performance, call volume, and call duration and make data-driven decisions to improve team performance.

Top-Notch Features  to Automate Communication In Your BPO

Relish a plethora of following cutting-edge call management, analytics, and reporting features.

Integration with CRM Software & Other Business Tools

Call center software, such as KrispCall, can easily integrate with CRM Software & Other Business tools in a minute for various call center applications, enhancing communication capabilities and customer service efficiency.

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Types of Call Center Software for a BPO

Following are the types of small business call center software

Top 10 BPO Call Center Software Providers

Several options are available when choosing the best virtual number for any business. A good virtual number can improve customer communication and enhance a company’s professional image.

1. KrispCall

KrispCall is a feature-rich call center software designed to meet the needs of modern businesses. It allows for handling a huge number of calls easily and is highly beneficial to the remotely operating businesses as well. Its Interactive Voice Response (IVR) system enables callers to navigate through the menu in their preferred languages, eliminating the language barrier and making communication smooth and worthwhile. 


One of its key features is live call monitoring and call recording features that allow supervisors to monitor the calls in real time. It helps to detect any communication gap, support the agents,  improve customer service, and track the performance of their employees.

With Krispcall number sharing features, you can share your number with team members, establish seamless communication with customers and minimize the chance of missed calls. It is an affordable call center software suitable for all business types and gives wide coverage across a diverse range of 100+ countries. 

Unified Callbox
Sales automation tools
Intelligent call routing
Sales dialer
Call Monitoring
Call Forwarding
Caller ID
Essential: $15/user/month
Standard: $40/user/month
Enterprise: Custom Quote
Offer great call quality
Easy-to-use dashboard
Wide coverage in over 100+ countries
Real-Time Reporting and Monitoring
Emphasizes enterprise-wide communication
App Unavailable for Mac & Windows OS
Call Barging Feature Currently Unavailable (Coming Soon)

2. RingCentral Contact Center

RingCentral Contact Centre is a cloud-based solution with an extensive set of features that helps BPOs to optimize their contact center operations. Its omnichannel platform helps to handle customer interactions across various channels providing an excellent customer experience. Intelligent routing directs customer inquiries to the most suitable agents.


Real-time analytics gives valuable insights that allow BPOs to make data-driven decisions and optimize their operations. It follows HIPAA and PCI-DSS standards, securing sensitive client data and enabling BPOs to meet regulatory obligations.

Automatic Call Distribution
Call Recording
Call Queues
AI Tools
For all plans, contact the sales team
Easy to use
Able to monitor the team in real-time
Great tool for call routing
Limited features available
Customer service is not that great
Little bit expensive

3. Live Agent

LiveAgent, a cloud-based help desk software provides features like omnichannel support, ticket management, knowledge base, and social media integration making it suitable for BPO. These features help in the easy handling of communications and improve customer interactions.


LiveAgent offers more than 200+ integration with third-party tools that helps to acquire the information directly from its platform and easily resolves the customer’s complex issues. It is feature-rich software with over 130+ ticketing features.

Audit log
Automatic callback
Call device scheduling
Internal calls
Small Business: US$108 /agent/year (billed annually)
Medium Business: US$348 /agent/year (billed annually)
Large Business: US$588 /agent/year (billed annually)
Enterprise: US$828 /agent/year (billed annually)
Responsive customer service
Easy set up
Price is reasonable
Little outdated User Interface
No internal chat functionality
Lack some customization options

4. Channels

Channels is a customer service app designed to improve customer service. It allows businesses to make a call directly from web pages. It is a multi-channel contact center that helps users handle customer communications from different channels all in one place. Its integration with various platforms like Magneto, Shopify, Pipedrive, etc facilitates the customer details to be automatically displayed when they call, giving supporting agents valuable information quickly. 


Channels provide local and international phone numbers for more than 60+ countries. Agents can transfer calls to appropriate departments with IVR. Its call recording features let it record the calls of customer support that can be used later for quality assurance or training purposes.

Ring Groups
Call Recording
Data Import/Export
Real-Time Data
Plus - $288/year
Advanced - $744/year
Great call quality
Satisfying customer service
Good value for money
Software freezes occasionally
Information downloading speed is slow

5. Convoso

Convoso is a cloud-based call center software for increasing sales and lead generation using multiple channels. It allows businesses to enhance contact rate and conversations to expand business revenues. It offers customizable dashboards and advanced reports to track performance and make data-driven decisions.


Convoso has a tracking tool and smart caller ID reputation management that make sure calls are not blocked or marked as spam. Its core feature answering machine detection technology gives agents more time to interact with customers and sell more. Convoso includes dynamic scripting, workflow automation, automatic call distribution, etc

Predictive dialer
Power dialer
Compliance tool
Intelligent virtual agent
Call for quote
Great customer service
User-friendly UI
Track sales and calls
Call droppings are common
Limited communication options
Occasional integration issues
International numbers are not available

6. 3CX

3CX is a versatile PBX solution with robust features that amplify communication and collaboration. It enables users to access web conferencing, live chat, mobile apps, and many more. It integrates with MS Team, Microsoft 365, and other popular CRM integrations. 


Softphone is the one standout feature of 3CX which allows communication directly from the computer without the need for dedicated hardware. dynamic call queues and reporting help you to manage incoming calls and monitor performance effectively. A call flow designer tool uncomplicated the process of creating complex call flows with a user-friendly drag-and-drop interface.

Queue Management
Real-Time Monitoring
Third-Party Integrations
VOIP Connection
Unified Communication
0 forever (10 users max)
Startup Pro: $175 per annum (10 users max)
Dedicated Pro: $295 per annum (sim calls: 4)
Dedicated Enterprise: $330 per annum (sim calls: 4)
User-friendly software
Excellent customer service
Easy to install and use
Mobile and Windows app available
Voice quality degrades with a weak connection
Setting up a conference call is difficult

7. Zendesk Talk

Zendesk Talk, a cloud-based customer service software automatically generates tickets for calls and voice calls. Its features like call routing, IVR, call queues, and waiting time management helps in the easy handling of calls. Any additional software is not required to make a call. You can directly call from a browser with company telephony integration. 

zendesk dashboard

Zendesk Talk provides a real-time dashboard where you can monitor your customer’s activity to ensure the customers are meeting their needs. It also works well with other tools BPOs use, like CRM platforms, to make customer support seamless.

Call conversation
Real-time analytics
Advanced call transcription
Callback requests
Interactive Voice Responses (IVR)
Suite Team: $588 /agent/year (billed annually)
Suite Growth: $948 /agent/year (billed annually)
Suite Professional: $1188 /agent/year (billed annually)
Suite Enterprise: Starting @ $1800 /agent/year (billed annually)
Tickets are easy to assign
Less waiting time for customers
Customer services are excellent
Call transfer process is lengthy
Updates take a while
Sometimes technical issues are found

8. Dialpad

Dialpad is a cloud-based communication platform that enhances communication and customer experiences using Artificial Intelligence (AI). It helps BPO agents to make and receive high-quality voice calls, route calls to the right departments, reduce wait times by IVR menus, and monitor calls and the performance of team members. 


Dialpad integrates with popular CRM tools to access customer information efficiently. Its call recording feature is useful for quality assurance and future training purposes. It also provides a mobile app for on-go communication.

Automated Call Distribution
Omnichannel Interactions
Peer-to-peer HD video
Sentiment Analysis
Voicemail Transcription
Standard: $180/year/user ( billed annually)
Pro: $300/year/user ( billed annually)
Enterprise: Custom Quote
Great function in affordable price
Offer reliable phone service
Easy to set up
Great after-sales service
Poor audio calls and interruptions sometimes
IOS lacks some Android features, and vice versa
Call droppings are common

9. Freshdesk

Freshdesk, formerly known as Freshcaller is a customer support software that aids in the easy management of customer support. Agents can easily handle customer inquiries by organizing them into a ticket and assigning the tickets to the right teams that resolve the issues quickly. It also brings messages from various channels like email, chat, and social media making agents easy to respond to customers from one place. 


Freshdesk also has a knowledge base where BPOs can provide helpful articles and FAQs for customers to find answers on their own. It also offers reports and analytics to track performance and customer satisfaction.

Scenario automation
Canned responses
Team huddle
Automatic email notification
Shared ownership
Growth: US$180 /user/year (billed annually)
Pro: US$468 /user/year (billed annually)
Enterprise: US$828 /user/year (billed annually)
User-friendly interface
Quick and easy setup
Canned responses for tickets and chats
Occasionally very unresponsive
Integrations might be improved
Additional automation options are required.

10. Five9

Five9 is a cloud-based contact center solution to manage communication easily in one place. It offers multichannel support that helps to effectively handle customer interactions across various channels, including email, chat, and social media.


With Five9 Digital Engagement, customers can choose their preferred communication channel, and the system will automatically route them to the best-suited agent who can address their needs effectively. It integrates with multiple CRM platforms to access customer information and provide personalized services.

Intelligent virtual assistant
Workflow automation
Interaction analytics
Performance management
Quality management
Digital: $1788 per year
Core: $1788 per year
Premium: $2028 per year
Optimum: $2388 per year
Ultimate: $2748 per year
Great customer service
High call quality
Reliable call routing
Excellent reporting tools
Technical issues are common
Layout difficult to understand sometimes
Servers are not stable

Using a Call Center Software in a BPO: Best Practices

Call Center Software is essential for a BPO to manage their operations effectively and provide exceptional customer service. Here are the best practices of using a call center software in BPO:

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Choose the right employee and train them

Hire the employee with the right skills and positive attitude. Some of the skills you should look for in employees are their communication skills, adaptability, problem solving and multitasking skills. Once you have hired them, make sure to teach them the company values, working culture, system, tools and any additional skills based on your company needs.
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Track metrics

It is essential to track certain metrics that monitor and evaluate the performance of your BPO. Some of the key performance indicators to track performance are call resolution, customer satisfaction, average handling time, average hold time, and call abandonment rate. By prioritizing these metrics, you can improve the performance level and enhance customer satisfaction.
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Utilize customer feedback to improve performance

Customer feedback is valuable for the improvement of BPO performance. Conduct a survey to ask your customer about your services. Be acceptable to both positive and negative feedback. Positive feedback keeps you motivated while negative feedback highlights the area for improvement. Enhance customer satisfaction by working on your weakness.
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Provide self-service options

With Self-service options customers can easily solve their problem by themself. These can include helpful FAQs, blog posts, guides, videos, and community forums. This option will not only benefit customers but also agents reducing their work loads. By providing all this valuable information, you can establish trustworthiness with customers and increase sales.
Best call center for your BPO company

How to Choose the Best call center for your BPO company?

Choosing the best call center for your BPO company needs careful considerations of several factors:

Identify your needs: Identify your needs taking note of objective, estimated call volume, call center size, etc. and short the ones that fits your needs.
Features: Explore the call center software providers that provides all the features you need and essential features that you may need while scaling your business.
Pricing: Compare the pricing offered by various call center software. Prioritize transparent pricing and be aware of any additional or hidden charges.
Scalability and flexibility: Look for a call center that can adapt to your changing needs, handle changes in call volume, and adjust staffing levels.

Frequently Asked Questions

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A BPO Call Center is a customer service solution that companies use to outsource their customer service functions to a third-party provider. It is responsible for handling customer inquiries, resolving issues, providing support, sales and lead generation and managing other customer-related tasks of the client’s company.

A BPO call center software usually costs from $50 to $1500 per agent per month. KrispCall is one of the most affordable BPO call center software that costs only $15 per agent per month.

The differences between BPO and call center are:


BPO Call Center
It focuses on a wide range of services like data entry, HR services, technical support, customer support, billing, and many more.  It mainly focuses on incoming and outgoing call handling, customer inquiries, and making sales call
Its main aim is to provide a complete solution for a specific business process.  Its main aim is to satisfy customers by quickly resolving issues.
It operates in the background, represents and  works on the behalf of other companies. It provides assistance and support to its own customers.
It mainly communicates via telephone calls. It communicates through various channels like calls, email, messages, etc.



BPO stands for Business Process Outsourcing in the call center. It is the outsourcing of the customer service or support to an external service provider. Other than handling customer queries, it also offers a wide range of services like data entry, HR services, technical support, customer support, billing, and many more.

To start a BPO inbound call center, follow the steps below:

                – Identify your business goals

                – Set your budgets

           – Create a professional team

                – Research and compare different BPO call center software

                – Choose the best call center software provider