Virtual Call Center Software Shortlist
Here are the top 10 virtual call center software I’d like to highlight out of the 20 I cover in this article:
When your customers contact you, they’re inquiring about more than just the task at hand. Sure, they might want to return an item, or clarify their bill. But the subtler and perhaps more important question they’re asking is, “Will you be here for me beyond the point of purchase?” The best virtual call center software helps you answer that question with a resounding YES.
In this article, I’ve curated a list of the best virtual call center software to help you turn even the most basic customer interaction into a loyalty-building opportunity. These tools will save you time, increase call routing accuracy, and even use the power of artificial intelligence (AI) to increase your bottom line.
What is Virtual Call Center Software?
Virtual call center software are cloud-based platforms that help organizations offer efficient and responsive customer service within a digital setting. These tools allow remote teams to field both ingoing and outgoing calls, chats, and video messages within a centralized platform, even if customer support team members are spread out across the globe.
Overviews Of The 20 Best Virtual Call Center Software Solutions
Here’s a brief description of each software, showcasing each tool’s best use case, some noteworthy features, and screenshots to give a snapshot of the user interface.
Aircall
Best virtual call center software for customer-centric teams
Aircall is a cloud-based virtual call center software that is trusted by more than 13,000 businesses. Their market-leading enterprise infrastructure works with best-in-class local carriers and global voice providers to guarantee call quality while prioritizing data protection.
Why I picked Aircall: Aircall integrates easily and quickly with your existing CRM and helpdesk solutions, monitors individual and team performance in real-time, and offers helpful features like PowerDialer, real-time-coaching, and click-to-dial. The warm transfer feature smoothes transitions by giving team members a chance to chat before passing a caller along.
Aircall Standout Features and Integrations:
Features include toll-free numbers, international numbers, voicemail, call routing, SMS messaging, shared call inbox, call queuing, call recording, and parallel calls.
Integrations include Intercom, Salesforce, Zendesk CTI, HubSpot, Microsoft Dynamics, Shopify, Slack, Kustomer, Freshdesk, and HappyFox. You can access more integrations through a paid account with Zapier.
Aircall Plans and Pricing
Pricing for Aircall starts at $30/user/month and is billed annually. Aircall offers a 7-day free trial.
Pros
- Excellent remote team capabilities
- High quality calls
- Easy to use
Cons
- Chrome extension needs work
- Better for PC than Mac users
- SMS integration is working out some kinks
Five9
Best for building customer relationships and increasing sales
Five9 is a virtual contact center software with an array of powerful workforce management and performance tools. This software empowers users to improve operations and optimize workflows with real-time analytics. You can pull reports and monitor how your team is performing, whether they’re working on-site, remote, or hybrid.
Why I picked Five9: How can you transform a return into an upsell? Five9 answers this question with AI. In addition to all the features you’d expect from a virtual call center solution (omnichannel communication, CRM integrations, interactive voice response, analytics, reporting, and real-time dashboards), Five9 takes it a step further by integrating product knowledge on things like sizing and related purchases. When a customer calls to return an item, not only can they quickly receive a shipping label, but they’ll also be offered other items they may like instead.
Five9 Standout Features and Integrations
Features include smart dialer, intelligent routing, on-screen caller info, upsell and cross-sell AI functionality, call center data importing, do not call compliance, text-to-speech software, and speech recognition software.
Integrations include Microsoft platforms, Oracle, Salesforce, ServiceNow, and Zendesk.
Five9 Plans and Pricing
Pricing for Five9 starts at $149/month and a free demo is available.
Pros
- AI-powered upsell and cross-sell
- Simple pricing structure
- No long term contracts
Cons
- Some delays in call recording
- Only offers short-term customer data storage
- No built-in noise reduction
Voiso
Best for end-to-end omnichannel metrics monitoring
Voiso is a comprehensive cloud-based virtual call center software that allows users to interact with their customers via voice call, live chat, and in-app messaging from a single tab. By offering omnichannel capabilities, Voiso enables you to meet your customers wherever they’re most comfortable interacting with you.
Why I picked Voiso: Voiso prioritizes reporting, keeping a detailed history of customer information. This means that if you need to switch a conversation between team members, the customer won’t have to repeat all their details. Voiso also has an intelligent routing feature that accurately sends the right calls to the perfect agent to meet the customer’s needs.
Voiso Standout Features and Integrations
Features include screen pops, internal chats, call-back management, raw data export, built-in automation, data security, and automated SMS follow-ups.
Integrations include Salesforce, Zendesk, Microsoft Dynamics, Desk, SugarCRM, Zoho, HubSpot, Power BI, Pipedrive, AWS, Profit, and Panda Trading Systems.
Voiso Plans and Pricing
Pricing for Voiso begins at $49/ per user/month, and a free demo is available.
Pros
- Easy to set up and switch from another platform
- Extensive data and metrics for analytics
- Cost-effective
Cons
- Workflow requires time to customize
- May exceed needs of small businesses
Fastcall
Best virtual call center software for Salesforce users
Fastcall is a virtual call center software that operates entirely within Salesforce. It’s an excellent option for existing Salesforce users who wish to remain within a familiar platform. If your organization wants to get the most out of your CRM, Fastcall’s subject matter expertise will come in handy. And since there’s no additional user login, your team can access the call center features from directly within Salesforce.
Why I picked Fastcall: Fastcall offers both outbound and inbound call center functionality, and works across multiple devices and channels like SMS, video, and voice calls. If you’re eager to maximize leads from your website, Fastcall can also add callback estimates to your web-to-lead forms. It’s a great way to enhance trust and make connections between your web presence and your business phone system. Fastcall’s built-in nature mitigates security risk since there’s no need for integrations or API’s.
Fastcall Standout Features and Integrations
Features include call transfer, listen in, dial or SMS by list, call recording, caller ID, click to dial, voicemail, and concurrent calling.
Integrations are limited to Salesforce, but Salesforce has an extensive list of integrations including Slack, Google Workspace, Mailchimp, LinkedIn, QuickBooks, and HelloSign.
Fastcall Plans and Pricing
Pricing for Fastcall begins at $24/user/month, with a 10 user minimum. A 14-day free trial is also available.
Pros
- Simple click-to-dial functionality
- Excellent reporting and analytics
- Operates completely within Salesforce
Cons
- Some proprietary call trackers may not integrate with Fastcall
- 10-user minimum
- Best for Salesforce users
Genesys Virtual Call Center
Best for customer need anticipation and software customization
Genesys is a highly customizable virtual call center software with a unified agent-customer experience across all mediums: social media, text, chat, email, or phone. Their goal is to create a more empathetic and personalized customer experience in which those who contact the system feel their needs are understood and issues are resolved quickly. Genesys achieves this by encouraging users to create their own custom solution from a range of native components, partner tools, and open APIs.
Why I picked Genesys: For organizations with sights set on expansion, Genesys has you covered. Their interactive voice response feature is speech-enabled in multiple languages, and they operate in more than 100 countries. Their virtual call center software is also backed by an array of security features like external penetration testing, TLS and AES-256 encryption, and attack defense automation.
Genesys Standout Features and Integrations
Features include speech-enabled interactive voice response, inbound routing, outbound campaigns, workforce engagement, chatbots, reporting and analytics, and a customizable platform.
Integrations are extensive and cover a wide range of niches like CRM, workflow management, communications, security, workforce management, and operations. Supported partners include Salesforce, Oracle, Zendesk, Microsoft Teams, Slack, Google Workspace, and Stripe.
Genesys Plans and Pricing
Pricing for Genesys begins at $75/month and a 30-day free trial is available.
Pros
- Voicemail and unified messaging
- Omnichannel processing
- Accurate and efficient call routing
Cons
- Reporting takes work to customize
- Pricing is not based on number of users
- Workforce management function still working out kinks
AVOXI
Best for reaching customers in regions with unreliable phone service
AVOXI is a flexible virtual call center software that’s perfect for companies operating in traditionally hard-to-reach areas. Trusted by more than 7,000 brands globally, AVOXI has established relationships with local carriers in over 170 countries, and multiple data centers across the world. They have 40,000 phone numbers in their inventory, spanning time zones in many of the most difficult to reach regions in Asia, South America, and Africa.
Why I picked AVOXI: AVOXI provides a centralized interface that makes it easy for your callers to get where they need to go. It’s an all-in-one solution with an omnichannel presence spanning phone, messaging, mobile, social media, and web. In addition to impressive call routing capabilities, AVOXI offers many performance management functions that encourage your team’s growth and improvement.
AVOXI Standout Features and Integrations
Features include automated routing, interactive voice response (IVR), private branch exchange (PBX), voicemail, VoIP connection, and performance metrics.
Integrations are plentiful, and range from a variety of helpdesk, CRM, collaboration, and sales automation platforms including ActiveCampaign, Microsoft Dynamics, Zoho, Pipedrive, Help Scout, and Nice inContact.
AVOXI Plans and Pricing
AVOXI costs from $12.49/month + $4.99/month/customer account (1 agent). Onboarding costs $24.99/agent or $149.99 for 6 agents as a one-time fee. They offer a 7-day free trial.
Pros
- Low and mid-tier bundles only offer 30-day recording storage
- Established relationships with carriers in 170 countries
- Very user-friendly
- International phone numbers in hard-to-reach areas
Cons
- No text forwarding
- Initial onboarding fee
RingCentral Contact Center
Best for advanced analytics and reporting
RingCentral is a cloud-based system that combines video conferencing, messaging, and telephony into a single, easy to use app. They have a 99.999% uptime rate, over 300 app integrations, seven layers of security protection and they currently support 45 countries worldwide. RingCentral is a comprehensive solution capable of scaling with you as you grow.
Why I picked RingCentral: RingCentral’s interactive voice response (IVR) is a key cost-savings feature, allowing users to streamline workflows, funneling priority calls to the best team members while sending repetitive tasks to the automated system. You can easily pull data-rich quality-of-service reports that can then be used by IT, sales, HR, and marketing teams to make more informed decisions. Users can also easily simplify their workflows with features like task management, file sharing, and text messaging.
RingCentral Standout Features and Integrations
Features include call screening, call forwarding, cloud telepresence, audio and video conferencing, business SMS, secure VoIP service, performance reports, and an analytics portal.
Integrations are plentiful (their website lists 328!) and include Salesforce, HubSpot, Slack, Microsoft Teams, Zendesk, MailChimp, and HappyFox. A paid Zapier account will connect you with further integrations.
RingCentral Plans and Pricing
Pricing for RingCentral starts at $24.99/user/month, and a free trial is available.
Pros
- Very easy to transfer calls
- Advanced analytics and real-time data
- Extensive list of integrations
Cons
- Auto dialer is an add-on feature
- Call recording only available on some subscriptions
- Mac users may have some extra setup vs. Windows users
Replicant.ai
Best virtual call center software for automation and AI
Replicant.ai is a virtual call center software that uses artificial intelligence to help businesses automate repetitive, easy-to-solve tasks while escalating priority calls that require a human touch. So far, Replicant.ai has fielded over 45 million automated conversations.
Why I picked Replicant.ai: Replicant.ai is an excellent choice for businesses with seasonal spikes or unexpected occasional high periods because this virtual contact center software allows you to pay only for what you use, adjusting your bill based on call volume in real-time.
Replicant.ai Standout Features and Integrations
Features include a natural-sounding conversation engine, real-time analytics dashboard, multi-lingual support, extensive security, call routing, chatbot software, performance metrics, and voicemail.
Integrations include Ujet, Talkdesk, Nice inContact, Genesys, Five9, Amazon Connect, Zendesk, ServiceNow, Salesforce, and more.
Replicant.ai Plans and Pricing
Pricing for Replicant.ai is based mainly on a cost-per-minute fee. Before signing, their team will help you forecast your usage to provide a quote. A free demo is available.
Pros
- AI interaction with customers is natural and intuitive
- Exceptional machine learning capabilities
- Reduces customer wait times
Cons
- Best for larger companies set to scale
- Integrating APIs takes time
- Lacks A/B testing for conversation scripts
Twilio Flex
Best for customization and programmability
Twilio Flex is a virtual call center software for companies with unique call center needs. If you operate in an industry that requires you to be agile and change directions according to shifting market trends, Twilio allows you the freedom to adjust your UI design, routing rules, and workflows as needed.
Why I picked Twilio Flex: Twilio’s easy setup enables you to establish a cloud-based call center solution in just a few days. From there, you can adjust and adapt the software to meet your needs, arming your team members with the relevant, contextual information they need in order to deliver personalized interactions.
Twilio Flex Standout Features and Integrations
Features include inbound voice calls and messaging, programmable workflows, custom routing, customizable UI, real-time and historical reporting, KPI dashboards, and IVR.
Integrations include Acqueon, Calabrio ONE, and Glance.
Twilio Flex Plans and Pricing
Pricing for Twilio Flex is highly customizable, built based on the features you’ll need and the size of your workforce. The base package offers 5000 hours free, and from there costs $1 per active user hour or $150/user/month. A free trial is available.
Pros
- Free trial provides $5000 free active user hours
- API integrations
- Highly customizable
Cons
- Free trial alerts your customers that you’re using a free software
- Pricing is customizable and therefore not transparent on website
- Teams may need existing coding knowledge to fully customize
Freshworks Call Center
Best for global businesses interested in scaling up
Freshdesk is a virtual call center software that enables easy collaboration amongst remote teams, and empowers team leaders to monitor service level attainment goals in real-time. Freshdesk’s omnichannel service supports communication across all platforms, and their advanced inbound routing guarantees accurate call distribution.
Why I picked Freshdesk: With over 50,000 customers operating across the globe, Freshdesk is an excellent option for international companies preparing to scale, because they allow you to “bring your own carrier” (BYOC) or purchase phone numbers from local providers in over 90 countries. Helpful features like call life cycle information, post-call transcripts, and call recordings enhance performance analytics. And their AI-powered voicebots lighten call center agent workload and reduce customer wait time by fielding repetitive inquiries.
Freshdesk Standout Features and Integrations
Features include voicemail, multi-level interactive voice response, automated call distribution, live call monitoring, mobile app, and power-dialer automated outbound calls.
Integrations are extensive and include over 30 agent productivity, CRM, and ecommerce solutions like Zoho CRM, PipeDrive, Nimble, Whipnote, Agile CRM, HubSpot, Shopify, and Voicebase. More integrations can be accessed through a paid account with Zapier.
Freshdesk Plans and Pricing
Pricing for Freshdesk starts at $18/agent/month plus pay-per-minute. Their free trial enables you to test out many features free of charge, though you’ll need to pay for the minutes you use.
Pros
- Scalable for international growth
- Easy setup and implementation
- Access entire call history with recordings
Cons
- Best suited to international companies
- Pay-per-minute in addition to per agent
- Report function takes some work to customize
The Best Virtual Call Center Software Solutions Summary
| Tool | Free Option | Price | ||
|---|---|---|---|---|
| 1 | Aircall Best virtual call center software for customer-centric teams | 7-day free trial | From $30/user/month | Visit Website |
| 2 | Five9 Best for building customer relationships and increasing sales | Free demo | Plans start at $149/month; Custom plans are also available | Visit Website |
| 3 |  Voiso Best for end-to-end omnichannel metrics monitoring | Free demo | From $49/user/month | Visit Website |
| 4 |  Fastcall Best virtual call center software for Salesforce users | 14-day free trial | From $24/user/month | Visit Website |
| 5 |  Genesys Virtual Call Center Best for customer need anticipation and software customization | 30-day free trial | From $75/month | Visit Website |
| 6 |  AVOXI Best for reaching customers in regions with unreliable phone service | 7-day free trial | From $12.49/month | Visit Website |
| 7 |  RingCentral Contact Center Best for advanced analytics and reporting | Free trial available | From $24.99/user/month | Visit Website |
| 8 |  Replicant.ai Best virtual call center software for automation and AI | Free demo | Pricing upon request | Visit Website |
| 9 |  Twilio Flex Best for customization and programmability | Free trial | From $150/user/month | Visit Website |
| 10 |  Freshworks Call Center Best for global businesses interested in scaling up | Free trial | From $18/agent/month | Visit Website |
Other Call Center Options
Here are a few more that didn’t make the top list.
- Dialfire
Best virtual call center software for setup efficiency
- 3CX
Best virtual call center software for video conferencing
- Dialpad
Unified virtual call center software with workspace for team and customer communication
- LiveAgent
Omnichannel virtual call center software with all-in-one helpdesk
- LiveVox
AI powered call center software with integrated omnichannel communication
- Zendesk
Cloud-based call center software with real-time reporting and call monitoring
- CloudTalk Business Phone System
PBX virtual call center software with automated call distribution
- Vonage
Flexible and programmable virtual call center software used by more than 100k businesses worldwide
- HubSpot Service Hub
Virtual call center software integrated with a trusted CRM
- Zadarma
Business VoIP with easy set-up and multi-channel virtual phone numbers in 100+ countries
How I Selected the Best Virtual Call Center Software
If you're wondering how I selected the best virtual call center software, here's where I'll break it all down for you. First of all, I started with virtual call center software that have high user review and satisfaction ratings. Then, using my experience in customer experience (CX), I discerned what key criteria were most important for virtual call center software and compared how each of them stacked up against the rest.
I empathize with how much time it takes to source the right software for a job. I do this work so that you don't have to. I've been using and reviewing virtual call center software for years so you can trust me to do the heavy lifting and compile all the facts you need to make your final decision.
Selection Criteria
After careful consideration, I've determined that these are the most important criteria when selecting the best virtual call center software. Here's a brief list outlining the whats and whys of my selection.
User Interface (UI)
User interface (UI) is critical when selecting virtual call center software because it affects how efficiently and effectively call center agents can handle customer interactions. A well-designed UI should be intuitive and user-friendly, allowing agents to quickly navigate through the system to find the information they need to assist customers. A poorly designed UI can lead to frustration, decreased productivity, and ultimately, dissatisfied customers.
Usability
Usability is an essential factor when selecting virtual call center software because it determines how easily and efficiently agents can perform their tasks within the system. A user-friendly and intuitive interface will enable agents to handle customer interactions seamlessly, resulting in improved customer satisfaction and increased productivity.
Integrations
Software integrations are essential when selecting virtual call center software because they enable the system to seamlessly connect with other applications and systems, enhancing the overall functionality of the call center. By integrating with other tools such as customer relationship management (CRM) software, workforce management (WFM) solutions, and business intelligence (BI) tools, virtual call center software can provide a more holistic view of customer interactions, agent performance, and operational metrics.
Pricing
Pricing is a critical factor when selecting virtual call center software because it directly impacts the cost-effectiveness of the solution for the organization. Call center managers need to evaluate the pricing model of the software to ensure that it aligns with the organization's budget and expected return on investment. In addition, it is essential to consider any additional costs, such as licensing fees, maintenance costs, and integration expenses, which may impact the total cost of ownership of the software.
People Also Ask
Here are a few questions and answers I wanted to cover before signing off.
What are the types of call center software?
Call center operations vary depending on the business and industry within which they're working. A large global enterprise specializing in IT will require a different type of call center than a mid-sized retail business. Thankfully there are several types of software options to choose from when creating your call center strategy.
Here are some other examples of call center software you might be interested in:
- Cloud Based Contact Center Software
- Call Center Software For Small Business
- Outbound Call Center Software
- Call Center Scheduling Software
- Inbound Call Center Software
What are the key features of virtual call center software?
The best call center software solutions share a number of key features to help your call center agents, support team, and sales team achieve a high standard of customer satisfaction. Let’s take a look:
- Interactive voice response (IVR): Automated voice prompts with menu options to gather initial info about the customer and funnel them accordingly.
- Voice over Internet Protocol (VoIP): Phone system that enables users to place and receive calls over their internet connection as opposed to a traditional landline.
- Call Center Auto Dialer: Software that can be used to dial outbound call numbers automatically.
- Ticketing System: Method of cataloging customer service requests, alongside relevant information pertaining to the specific concern.
- Omnichannel Support: communicate with customers via a variety of communication channels, including chat, SMS, social media, video, and phone from a single cloud-based help desk.
- Intelligent Workflow: Data analytics, AI, and machine learning to route calls according to their needs.
- Callback: IVR feature in which callers can choose to receive a call back instead of waiting in line for an available live agent.
- Call Monitoring: Quality management function that allows companies to monitor and evaluate live agent performance.
- Skills-Based Routing: Call assignment strategy in which inbound calls are sent to live agents with specific expertise rather than being sent to the next available agent.
- Queueing System: Hold system in which customers can wait in line to speak with a live agent.
- Click-to-Call: Time management feature that enables live agents to place an outbound call with a single click instead of dialing manually.
- Automatic Call Distribution (ACD): Distribution system that answers calls and distributes them according to an established workflow.
- Call scripts: Ability to create call scripts for your agents and feed it to them in real-time through the system, according to where they are in the call journey.
How do I create a virtual call center?
Creating a virtual call center involves several steps, and the specific approach may vary depending on the organization's size, industry, and customer base. Here are some general steps to consider:
- Define your call center's goals and requirements: Determine the business objectives and operational requirements that your cloud call center must meet. These may include metrics such as call volume, response time, customer satisfaction, and agent productivity.
- Choose virtual call center software: Evaluate and select virtual call center software that meets your requirements and budget. Consider factors such as features, integrations, ease of use, and pricing when making your selection.
- Set up your call center infrastructure: Set up the necessary hardware, such as computers, headsets, and internet connectivity, to support your virtual call center. You may also need to set up a virtual private network (VPN) or cloud-based infrastructure to ensure secure access to the software.
- Hire and train call center agents: Hire and train a team of call center agents who can work remotely. Ensure that they have the necessary equipment and software to access the virtual call center solution and provide excellent customer service.
- Monitor and optimize performance: Continuously monitor call center solution performance and make necessary adjustments to optimize efficiency and customer satisfaction. Use analytics and reporting tools provided by your virtual call center software to track metrics such as call volume, call wait time, and customer satisfaction.
Creating a virtual call center requires careful planning and execution, but it can provide significant benefits, such as cost savings, scalability, and flexibility.
What is an example of a virtual call center?
An example of a virtual call center is Amazon's Virtual Customer Service (VCS). Amazon's VCS is a distributed network of remote customer service representatives who provide support to customers worldwide. Amazon VCS agents work from their homes, using Amazon's cloud-based call center software and tools to access customer data, handle calls, and provide assistance to customers.
The VCS model allows Amazon to scale its customer service operations quickly and efficiently, while also providing flexibility and cost savings. The virtual call center solution enables Amazon to provide consistent customer service experiences, regardless of the customer's location, and ensure that customers receive timely and accurate assistance.
What is an automated call center?
An automated call center, also known as an Interactive Voice Response (IVR) system, is a type of call center that uses computerized systems to handle incoming and outgoing calls. An automated call center uses pre-recorded voice prompts and menus to direct customers to the appropriate resources, such as self-service options, frequently asked questions (FAQs), or live agents.
Customers interact with the system by responding to prompts via touch-tone keypads or speech recognition technology. Automated call centers can handle high volumes of calls simultaneously, reducing wait times and improving efficiency. Additionally, they can provide 24/7 support, reducing the need for live agents to be available outside of normal business hours. Automated call centers are commonly used for tasks such as bill payments, account inquiries, and appointment scheduling.
What are the benefits of using virtual call center software?
There are several benefits of using virtual call center software, including:
- Increased flexibility: Virtual call center software allows agents to work remotely, providing flexibility in scheduling and location. This can lead to improved work-life balance for agents and reduce overhead costs for the call center.
- Improved scalability: Virtual call center software can be easily scaled up or down to accommodate fluctuations in call volume, without the need for additional physical infrastructure.
- Enhanced customer experiences: Virtual call center software can provide access to customer data and call history, enabling agents to provide personalized and efficient service.
- Cost savings: Virtual call center software eliminates the need for physical call center infrastructure, such as office space, hardware, and maintenance, resulting in significant cost savings.
- Improved productivity: Virtual call center software can provide automation and workflow tools, reducing the time required for administrative tasks and improving agent productivity.
- Real-time analytics and reporting: Virtual call center software can provide real-time analytics and reporting on call center performance and customer interactions, enabling call center managers to make data-driven decisions and optimize operations.
Overall, virtual call center software can provide a range of benefits to call center managers and agents, leading to improved customer experiences, enhanced productivity, and cost savings. Do you think today might be the day to switch from on-premise traditional call center to a virtual call center?
Conclusion
Maybe you have a small team with a localized customer base, or maybe you’re a multinational corporation fielding thousands of calls from across the world. With so many software options available on the market today, it’s easy to find a solution to assist you in successfully configuring your virtual call center to meet your needs.
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