Virtual Call Center Software

Best Virtual Call Center
Software

Set Up your virtual call center business from anywhere with fewer agents.

Streamline your call center operations, ensure customer satisfaction, and boost brand reputation, sales & revenues with data-driven, AI-assisted real-time monitoring, analytics, and reporting.

Virtual Call Center Software

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How to set up Your Virtual Call Center Software?

KrispCall allows you to set up your virtual call center in a matter of minutes. Simply create an account, purchase virtual numbers, invite agents, assign numbers, and begin making calls immediately.

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Easily handle incoming calls from customers and businesses to provide greater customer support at their preferred country number. 

A Complete Guide to Choose Best Virtual Call Center Software

Having dependable call center solution software might be crucial to your success in the field of customer care. We’ll examine the ins and outs of numerous call center platforms and systems in the next post so you can choose the one that’s best for you.

Top 15 providers of call center platforms

1. KrispCall

KrispCall is a cloud-based contact center software that helps you design and build a top-notch call center around the globe within a short window. The cutting-edge communication, management, and analytic features integrated with omnichannel support are the new way of assembling top-tier call centers.

krispcall virtual call center software

KrispCall offers a variety of affordable plans for businesses of all stature and industry niches. You can effortlessly set up your call centers, whether inbound call centers or outbound call centers. You get the right tools under the same roof to accomplish your predefined goals with KrispCall.

KrispCall’s cloud-based contact center solution ensures a premium customer journey orchestration, delivering the best customer experience. It all comes down to the underlying features like Workflow automation & management, self-service optimizations, advanced analytics, and real-time reporting.

KrispCall offers the best cost-effective features with high scalability and mobility for superior customer engagement and management.

Feature
Interactive Voice Response (IVR)
Live Call Transfer
Global Calling & Messaging
Live Call Monitoring
Pricing
Essential: $12/user/month (billed annually)
Standard: $32/user/month (billed annually)
Enterprise: Custom Quote

2. Talk Desk

TalkDesk-dashboard

Taldesk is a complete package integrating CX cloud applications for omnichannel engagement, employee collaboration, and customer experience. It offers you the right tools to operate your contact centers based on the stature of your business and the industry niche.

It is a complete cloud call center software that eliminates installing new software on your local devices. It offers you the advanced features you require to run your call center.

Feature
60+ third-party integrations
Custom reporting with Live and Explore
Customer Experience Analytics
Workplace and automation designer
80+ AppConnect marketplace
Pricing
CX Cloud Essentials: $57/user/month
CX Cloud Elevate: $95/user/month
CX Cloud Elite: $125/user/month
Experience Clouds: Custom Quote

3. Nice CXone

Nice CXone-dashboard

NICE CXone offers robust and enhanced call center features to deliver exceptional customer experience. This contact center software focuses on customer journey orchestration and building loyal relationships. Automation and AI enable a contact center agent to solve issues faster to deliver a top-notch customer experience.

Its open cloud foundation enables you to optimize your workforce based on an omnichannel routing strategy. Get work done more on every communication channel and every time with NICE CXone’s cutting-edge features.

Feature
Customer Journey Analytics
Robotic Process Automation (RPA)
CRM and UCaaS Integrations
Realtime Interaction Guidance
AI Routing and Predictive Dialer
Pricing
Core: Starting at $100/user/month

4. Genesys Cloud CX

Genesys Cloud CX-dashboard

Genesys Cloud CX is arguably a top contender for a virtual call center solution. It offers you both inbound and outbound calling facilitated with enhanced call center key features. You can effortlessly integrate the workforce with AI resources to deliver exceptional customer experience.

Genesys Cloud CX enables you to craft intelligent customer journey orchestrations whilst delivering uninterrupted connectivity across agents, tools, and customers. Elevate your call center productivity with smart, empowered, and innovative solutions.

Feature
Interactive voice response (IVR) and self-service
Workforce engagement management (WEM)
AI and Automation
Unified communications and collaboration
Automatic Call Distribution (ACD)
Pricing
Genesys Cloud CX 1: Starts @ $75 per month
Genesys Cloud CX 2: Starts @ $95 per month
Genesys Cloud CX 3: Starts @ $130 per month

5. Aircall

AirCall-dashboard

Aircall is a cloudbased call center platform suitable for sales and support teams. It comes with easy-to-setup features that facilitate productivity-enhancing call center activities. This call center solution offers 100+ integrations, customer relationship management tools, and real-time monitoring features.

The compatibility of Aircall with numerous helpdesk and CRM software makes it a perfect tool for call centers of all statures. The unlimited inbound and outbound calls in the US and Canada put the cherry on the cake.

Feature
Real-Time Modifications
Unlimited Concurrent Calls
Pause-Resume Recording
Call Queuing & Time-Based Routing
Ring Groups & Parallel Calls
Pricing
Essentials: $30 per user
Professional: $50 per user
Custom: On-demand Quote

6. Five9

Five9-dashboard

Five9 is a top call center software provider that allows you to build strong customer relationships via effective communication and problem-solving. It focuses on customer satisfaction, agent empowerment, and business agility above everything else.

This cloud contact center facilitates call centers with high-quality software feature(s) powered by Collaborative Intelligence and practical AI to implement (WFO) workforce optimization effectively.

Feature
Real-time and historical dashboards
Workforce automation & optimization
Digital engagement and quality management
Omnichannel customer engagement
Reporting and Analytics with AI & Automation
Pricing
Core: $149 per month
Premium: $169 per month
Potimum: $199 per month
Ultimate: $229 per month

7. Twilio Flex

Twilio Flex-dashboard

Twilio Flex is one of the top contact center platforms that enables you to deliver customized and personalized customer experiences. It suits all sorts of businesses (industry niche and size). You can create a tailored contact center to complement your call center requirements.

Twilio Flex allows you to build, change, iterate, and adapt your contact center how you see fit. The possibilities are limitless with Twilio’s virtual contact center software.

Feature
Reports and dashboards
Omnichannel support
API and SDKs
Call transcription & IVR
Masked & Embedded calling
Pricing
Per-hour: $1/active user hour
Per-month: $150/named use (flat-rate)

8. CloudTalk

CloudTalk-dashboard

CloudTalk enables call centers to reduce resolution time on every inbound call and secure more conversion rates and sales deals. It works perfectly fine for enterprises but is recommended for SMBs. It even offers a trial period to test it before actually implementing it in your call center.

CoudTalk offers numerous advanced communication and management features to elevate customer interactions and ensure efficient workflows. You can take your call center to the next level with ACD, IVR, ACW, power dialer, and hundred other features.

Feature
After-call-work (ACW)
Intelligent call routing
3-way calling
Smart detection of resolved missed calls
Statistics and monitoring
Pricing
Starter: $25/user/month (billed annually)
Essential: $30/user/month (billed annually)
Expert: $50/user/month (billed annually)
Custom: Tailor-made offer

9. Go To Connect

Go To Connect-dashboard

Go To Connect is arguably one of the most suitable virtual contact center solutions for small and medium-sized call centers. It offers a plethora of agent, supervisor, IT admins, and Reporting & Analytics features to take your call center to the next level. Manage and dictate your workforce effortlessly to achieve your goals.

Go To Connect enables you to meet your expectations and achieve organizational goals whilst delivering exceptional customer experience.

Feature
Queue drill-down & real-time metrics
Real-time analytics and reporting
Unified Admin Portal
Reporting and Analytics
Omnichannel communication
Pricing
Basic: Starts @ $27.00/user/month
Standard: Starts @ $32.00 /user /month
Premium: Starts @ $43.00 /user /month

10. 3CX

3CX-dashboard

3CX is a standard contact center software provider that offers call centers with standard communication, management, and analytic features. You can set up either a hosted or self-managed call center with 3CX. It is suitable for all statures of call centers since a single plan can host up to 120 concurrent users.

3CX offers numerous call center features, enabling you to achieve predefined goals and deliver unparalleled customer experience simultaneously effectively.

Feature
Mobile & Desktop Apps
Startup Free: $Multi-level IVR
Start / Stop Call Recording Rights
Call & Chat Reporting
Listen in, Whisper, Barge in
Pricing
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)

11. RingCentral Contact Center

RingCentral Contact Center-dashboard

RingCentral Contact Center offers call centers all the necessary communication and management features to empower agents, collaborate with other companies, and deliver exceptional customer service. It also facilitates in-app agile operations for enhanced analytics and live reports.

Get 30+ digital channels for customer engagement and deliver an omnichannel experience. Orchestrate your customers’ journey with automation and AI (Artificial Intelligence) for rich results and outstanding ROIs.

Feature
AI-driven agent guidance and assistance tools
ACD with skills-based routing
300+ APIs for integrations with third-party apps
30+ digital channels with omnichannel routing
Performance and Workforce management
Pricing
Contact sales for all plans.

12. Zendesk Talk

Zendesk Talk-dashboard

Zendesk Talk call center software is suitable for all types and statures of businesses since its pricing plans are extremely inexpensive. On top of that, you get to relish the top and enhanced communication features.

Zendesk offers call centers with omnichannel support, advanced reporting, and all fundamental features. Call centers can effortlessly manage their customers’ calls and inquiries and provide them with instant solutions with Zendesk Talk.

Feature
Robust APIs, SDKs, and integrations
Advanced Reporting and analytics
Self-service customer portal
Unified agent workspace
Industry-leading ticketing system
Pricing
Suite Team: $49/agent/month (billed annually)
Suite Growth: $79/agent/month (billed annually)
Suite Professional: $99/agent/month (billed annually)
Suite Enterprise: Starting @ $150/agent/month (billed annually)

13. Zoho Desk

Zoho Desk-dashboard

Zoho Desk facilitates traditional call center customer service in a modernized way via the cloud. It is a contender for the top spot against all the best virtual contact centers. It assures agent productivity by enabling them to reach the right prospect and vice-versa.

Zoho Desk offers you numerous management, analytics, and communication features like Customer Support Channels, Ticket Management, Help Desk Customization, Reports & Dashboards, and multichannel support for effortless call canter operation and productivity.

Feature
Omnichannel Support Ticketing System
Advanced Reports and Analytics
GDPR compliant
40+ third-party integrations
Guided Conversations & embedded self-service
Pricing
Standard: US$14 /user/month (billed annually)
Professional: US$23 /user/month (billed annually)
Enterprise: US$40 /user/month (billed annually)

14. Dialpad

Dialpad-dashboard

Dialpad helps you set up contact centers effortlessly in a short window. The Dialpad AI ensures top-quality support across all channels for agent empowerment and customer satisfaction. One outstanding feature is the AI-generated transcriptions for agents to deal with customers in real time.

Dialpad offers several top-quality features for contact centers of all sizes and industry niches. It streamlines your call center tasks with advanced WEM abilities. You can get to build an inclusive call center with Dialpad’s numerous integration capabilities.

Feature
Local number support in 70+ countries
Ai-powered call and voicemail transcriptions
Open APIs & Webhooks
Unlimited ring groups (departments)
Real-time analytics & reporting
Pricing
Standard: $15 user/month ( billed annually)
Pro: $25 user/month ( billed annually)
Enterprise: Custom Quote

15. CallHippo

CallHippo-dashboard

CallHippo is suitable for all types of businesses that want effective sales and support teams. It offers both inbound and outbound calling services, making it a go-to alternative for call centers. CallHippo offers different plans to meet the requirements of all businesses. However, you must purchase the top-tier plan for exquisite communication and management features.

CallHippo can help you build a well-equipped call center with top-tier features. And the pricing plan for each package is affordable. On top of that, it also offers add-on features for extra cash if you want to boost your call center features.

Feature
Intelligent Reports/Analytics
Call Forwarding to Multiple Devices
Multi-level IVR
Pause-Resume Recording
Call Barging and Whisper
Pricing
Basic: $0/ user/Month
Bronze: $16/ user/Month
Silver: $24/ user/Month
Platinum: $40/ user/Month

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What is Virtual Call Center Software white bg

What is Virtual Call Center Software?

Virtual call center software is a type of software that enables businesses to manage and operate their call center operations remotely, typically through cloud-based technology. Instead of having all agents in a physical call center, virtual call center software allows agents to work from home or anywhere with an internet connection.

This software typically includes features such as call routing, call queuing, interactive voice response (IVR), call recording, and reporting and analytics. It can also include tools to manage and monitor agents’ performance, such as real-time monitoring, coaching, and training modules.

Virtual call center software is often used by companies with many remote workers who want to reduce overhead costs or quickly scale their operations up or down based on demand. It can also provide greater flexibility and work-life balance for agents who may prefer to work from home or outside of traditional business hours.

How Does KrispCall’s Virtual Call Center Work?

A virtual call center operates much like a traditional call center, except that agents work remotely, typically using their own computers and internet connections. Here is a general overview of how a virtual call center works:

Agents log into the virtual call center software from their remote location using their own computer and internet connection.
Incoming calls are routed to the virtual call center through a toll-free or local number.
The agent answers the call and handles the customer's inquiry or issue using the tools provided by the virtual call center software, such as scripts.
During the call, the virtual call center software can provide the agent with real-time information about the customer.
After the call, the virtual call center software automatically logs the call details, including call duration.
Managers can use the virtual call center software to monitor agent performance, view call recordings, and generate reports and analytics to track key performance indicators (KPIs) such as call volume, average handle time, and customer satisfaction.
How Does KrispCall’s Virtual Call Center Work white bg

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How is virtual call center software different from traditional call center software?

Virtual call center software and traditional call center software have some similarities, but there are also several differences between the two. Here are some key differences:

Remote access: Virtual call center software allows agents to work with an internet connection from any location.
Scalability: Virtual call center software is typically more scalable than traditional one.
Cost: Virtual call center software can be less expensive than traditional one, as it does not require the same level of physical infrastructure, such as ample office space.
Features: Virtual call center software typically includes features that are designed to support remote work.
Security: Virtual call center software may require additional security measures to protect customer data when agents work remotely. Traditional call center software may have more established security protocols and infrastructure in place.
How is virtual call center software different from traditional call center software
Signs That You Need To Upgrade Your Virtual Call Center Software

Signs That You Need To Upgrade Your Call Center Software

Here are some signs that your business may need to upgrade your virtual call center software:

Poor Call Quality: If you are experiencing issues with dropped calls, delays, or other quality problems.
Inefficient Call Routing: If your virtual call center software is not routing calls to the right agents or departments.
Limited Reporting and Analytics: If your virtual call center software is not providing enough data and insights into agent performance and customer interactions.
Lack of Integration with Other Systems: If your business phone system is not integrated with your other business systems.
Inflexibility: If your call center software is not flexible enough to adapt to changing business needs, it may be time to upgrade.

How to set up a virtual call center?

Sign Up for a free trial today and see how our software can transform your call center operations!

Defining goals and requirements: Before setting up a virtual call center, you should define your business goals and requirements.
Choosing the best software: Select the right virtual contact center software that meets your business requirements.
Hiring and training remote agents: Recruit and train remote agents with the necessary skills, experience, and equipment to work effectively.
Setting up call center infrastructure: Configure your virtual contact center software and including call routing.
Test and optimize your virtual call center: Configure your virtual contact center software.
Monitor and manage your virtual call center: Configure your virtual contact center software, including call routing, queuing, and reporting features.
How to set up a virtual call center 

What to look for in a virtual call center software provider?

When looking for a virtual call center software provider, several factors must be considered to ensure that you select the right one for your business needs. Here are some key considerations:

Features and functionalities
Features and functionalities

Look for a virtual contact center software provider that offers the features and functionalities that meet your business needs, such as call routing, monitoring, reporting, and integration with other systems.

Reliability and uptime
Reliability and uptime

Choose a provider with a reputation for reliability and uptime, as even a few minutes of downtime, can result in lost revenue and customer dissatisfaction.

Security and compliance
Security and compliance

Ensure that the software provider has adequate security measures to protect customer data and comply with relevant regulations, such as PCI DSS and GDPR.

Scalability
Scalability

Select the (service) software provider that can easily scale up or down to meet your changing business needs, such as adding or removing agents, expanding to new geographies, or integrating with new systems.

Customer support and training
Customer support and training

Look for a provider that offers robust customer support and training resources to help you get the most out of your virtual call centers software, such as online tutorials, documentation, and live support.

Pricing and value
Pricing and value

Evaluate the pricing and value of the software provider’s offering, including any additional fees or charges for features and functionalities and the overall return on investment that the software can provide for your business.

Why KrispCall for Your Call Center Operations

Why KrispCall for Your Call Center Operations?

KrispCall is a cloud-based contact center software provider that offers several benefits for businesses looking to set up a remote call center.

Reliable and secure: KrispCall provides reliable and secure call center software with 99.95% uptime and data and voice traffic encryption.
Advanced features: KrispCall offers enhanced, cutting-edge communication, management, analytics, and reporting features. On top of that, integration with other systems such as CRMs and messaging platforms.
Crystal Clear Audio Calls: Unlike the PSTN system and most other cloud telephony solutions, KrispCall ensures crystal clear audio calls while making national and international calls. So no matter the distance between you and your client, your telephony conversations will always be amazing.
Excellent customer support: KrispCall offers 24/7 customer support through a variety of channels, including chat, email, and phone, as well as a comprehensive knowledge base and training resources.

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Frequently Asked Questions

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A cloud-based call center is a virtual call center that operates through the internet and utilizes cloud computing technology to store and manage data. It allows businesses to manage their customer service operations from anywhere with an internet connection.

Some important aspects to consider in call center software are

  • Features and functionalities
  • Reliability and uptime
  • Security and Compliance
  • Scalability & Flexibility
  • Customer support and training
  • Pricing and value

Here is how to choose call center software:

  1. Assess your business needs and goals
  2. Determine your budget and pricing requirements
  3. Research and compare different call center software options
  4. Evaluate the software’s features and capabilities
  5. Look for customer stories, reviews, and testimonials & request demos or free trials
  6. Evaluate the level of customer support and training offered 
  7. Make a decision and implement the chosen software.

Call center software costs vary depending on the specific features, capabilities, and deployment options a business requires. Some software vendors charge a one-time fee for licensing, while others offer subscription-based pricing models. Typically, cloud-based call center software can cost anywhere from $50 to $300 per agent per month.

KrispCall is the best call center software for small businesses based on its call management, analytics, and reporting features against the pricing structures. Some other shoutouts are Freshdesk, Zendesk, RingCentral, Talkdesk, and Aircall.