20 Best Virtual Call Center Software of 2025: Compared
10 Best Virtual Call Center Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Managing high call volumes while ensuring customer satisfaction is a daily challenge in the customer experience industry. Virtual call center software offers a solution by allowing your team to operate from anywhere without compromising efficiency or quality.
In case you aren't convinced, a recent study found that companies achieved a 213% ROI by moving from on-premise to a virtual call center! Besides eliminating the cost of the actual physical space, virtual call center operations help businesses avoid on-prem downtime, reduce call handle time, and improve agent retention.
In this article, I’ll share my top picks for virtual call center software that stand out for reliability, flexibility, and CX impact. Here are my unbiased insights on the best solutions out there, based on thorough testing and industry knowledge.
-
CRM Creatio
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6 -
Issuetrak
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.1
Overviews of the 10 Best Virtual Call Center Software Solutions
In this section, you’ll find brief descriptions of each virtual call center solution that made it into my top list.
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 400+!) and include Salesforce, HubSpot, Slack, Microsoft Teams, Zendesk, MailChimp, and HappyFox. A paid Zapier account will connect you with further integrations.
Pros and cons
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
Squaretalk is a secure, cloud-based contact center software that provides features for managing both outbound calling and texting initiatives.
Why I Picked Squaretalk: I decided to include this software on my list because it offers a hybrid solution for calling and SMS activities. Your team can manage outbound calling from in-office or remote locations, making it a good solution for distributed and remote teams. Its smart features like skill-based call routing and callback queuing help you run your operations more strategically.
SMS communications can be automated and scheduled to send reminders or updates to customers. Feedback forms and surveys can also be distributed via text message. You can set up automated workflows to alleviate various manual tasks as well, and integrations with CRM platforms help keep customer data well-managed.
Squaretalk Standout Features and Integrations
Features include CRM integration, contact management, file transfer, lead management, contact sharing, call recording, tracking, disposition, and comparative reporting.
Integrations include Zendesk, Telegram, Freshdesk, Zoho, Hubspot, Salesforce, Mailchimp, and Microsoft Teams.
Pros and cons
Pros:
- Extensive reporting and analytics features
- User-friendly and intuitive interface
- High security standards
Cons:
- Limited customization options
- No mobile app available
CloudTalk is a call center software that offers a comprehensive set of tools and functionalities designed to streamline call center processes and maximize agent productivity. It leverages AI and automation to streamline your workflows, alleviate menial tasks, and support your efforts to provide a better customer experience.
Why I chose CloudTalk: From intelligent call routing and IVR systems to real-time analytics and reporting, this software provides call centers with the necessary tools to handle high call volumes efficiently. By leveraging advanced features such as call queuing, call recording, and call monitoring, it enables call center agents to deliver exceptional customer service and resolve issues promptly. The system's AI provides conversational intelligence and guidance, and the automated call flows help agents deliver a consistent customer experience.
CloudTalk Standout Features and Integrations
Features include power dialer, smart dialer, custom extensions, 3-way calling, call transfers, click-to-call, campaigns, call notes, call tagging, call flow designer, VIP queues, preferred agents, and workflow automation.
Integrations include HubSpot, Zendesk, Intercom, Gong, Pipedrive, Salesforce, Copper CRM, ActiveCampaign, LiveAgent, and Outreach, among others. Additional integrations can be configured with a paid Zapier account.
Pros and cons
Pros:
- User-friendly interface
- Granular agent performance details
- Unlimited call queuing with all plans
Cons:
- Workflow automation not included in starter plan
- Needs better API support
Nextiva is a unified customer experience management platform with virtual call center capabilities that provides a range of features and tools to help businesses effectively manage their customer service operations. The software includes VoIP phone service, CRM, live chat, and surveys, as well as advanced business VoIP devices.
Why I picked Nextiva: Nextiva's cloud-based platform offers flexibility and scalability, allowing businesses to easily manage remote teams. It offers an advanced interactive voice response (IVR) system, which uses speech recognition to create personalized interactions with callers. Additionally, Nextiva’s call routing capabilities ensure that calls are directed to the most appropriate agents based on skills, availability, and customer needs.
Furthermore, Nextiva leverages AI-powered tools like sentiment analysis and dynamic call scripting, which help businesses deliver personalized and efficient customer service by analyzing customer emotions and guiding agents through interactions.
Nextiva Standout Features and Integrations
Features include skills-based routing, dynamic call scripting, proactive customer notifications, intelligent virtual assistants, call pop, call whispering, barge-in capabilities, real-time dashboards, speech and text analytics, quality management tools, workforce optimization, and sentiment analysis.
Integrations include Microsoft Dynamics, Microsoft Teams, HubSpot, Zendesk, Zoho, Oracle Sales Cloud, Workbooks, ServiceNow, SugarCRM, Act! CRM, Lotus Notes, ConnectWise, GoldMine, and Bullhorn.
Pros and cons
Pros:
- In-platform team collaboration
- AI-powered features
- Comprehensive analytics and reporting features
Cons:
- Initial setup can be complex
- Many key integrations are only available on higher-tier plans
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.
Pros and cons
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
Zoho Voice is a cloud-based VoIP phone system that serves as a virtual call center solution for companies with a distributed workforce. It's available as a mobile app for both Android and iOS, and offers browser extensions for Chrome, Firefox, and Edge, making it flexible enough to suit various contexts and setups.
Why I picked Zoho Voice: This platform is straightforward to set up and deploy, and can integrate with Zoho's CRM and helpdesk systems. This is helpful for keeping your tools in communication with one another and reducing the complexity of your tech stack.
It also has advanced call center features like call queuing, monitoring, and training functionalities, plus it has high-quality voice connectivity. Other helpful capabilities include online file management, website building, and helpdesk operations.
Zoho Voice Standout Features and Integrations
Features include an all-in-one dashboard, SMS functionality, live call tracking, different ring strategies, dynamic call recording, agent-to-agent calling, built-in contact management, desk phone and headset integrations, call monitoring, power dialer, and performance analytics.
Integrations include other Zoho products including Zoho CRM and Zoho Desk.
Pros and cons
Pros:
- Variety of plans to choose from
- Call queuing, monitoring, and training functionalities
- Part of the wider Zoho ecosystem
Cons:
- Limited integrations available
- Lacks video calling tools
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.
Pros and cons
Pros:
- No long-term contracts
- AI-powered upsell and cross-sell
- Simple pricing structure
Cons:
- Some delays in call recording
- Only offers short-term customer data storage
- No built-in noise reduction
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.
Pros and cons
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
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 and cons
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
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 and cons
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
Best Virtual Call Center Software Solutions: Comparison Chart
This comparison chart summarizes basic details about each of my top virtual call center software selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for advanced analytics and reporting | Free trial available | From $24.99/user/month | Website | |
| 2 | Best for calling and SMS management | Free demo available | From $15/user/month | Website | |
| 3 | Best for crafting more efficient processes and workflows | 14-day free trial | From $19/user/month (billed annually) | Website | |
| 4 | Best for AI-powered customer experience management | Free demo available | From $25/user/month (billed annually) | Website | |
| 5 | Best virtual call center software for customer-centric teams | Free trial available | From $30/license (billed annually) | Website | |
| 6 | Best to integrate with other Zoho products | 15-day free trial | From $39/user/month | Website | |
| 7 | Best for building customer relationships and increasing sales | Free demo available | From $119/user/month | Website | |
| 8 | Best for end-to-end omnichannel metrics monitoring | 14-day free trial | From $49/user/month | Website | |
| 9 | Best virtual call center software for automation and AI | Free demo | Pricing upon request | Website | |
| 10 | Best virtual call center software for Salesforce users | 14-day free trial | From $24/user/month | Website |
Other Call Center Options
Here are a few more cloud contact center options that didn’t make it into my top 10 list but are still worth a closer look:
- Freshworks Call Center
For global businesses interested in scaling up
- Genesys Virtual Call Center
For customer need anticipation and software customization
- Twilio Flex
For customization and programmability
- AVOXI
For reaching customers in regions with unreliable phone service
- Dialfire
Virtual call center software for setup efficiency
- TalkRoute
For efficient call routing
- 3CX
Virtual call center software for video conferencing
- LiveAgent
Omnichannel virtual call center software with an all-in-one helpdesk
- Dialpad
Virtual call center software with a unified workspace for reps and customer communication
- Talkdesk
End-to-end virtual call center software named #8 on 2022 Forbes Cloud 100
Related CX Software Lists
If you still haven’t found what you’re looking for here, check out these related customer experience management tools that I’ve tested and evaluated.
Virtual Call Center Software Selection Criteria
When selecting the best virtual call center software to include in this list, I considered common buyer needs and pain points like managing remote teams effectively and ensuring data security. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Handle inbound and outbound calls
- Support call routing and call queuing system
- Provide call recording and quality monitoring
- Offer real-time analytics and reporting
- Ensure data security and compliance
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-driven call analytics
- Customizable call scripts
- Integration with CRM systems
- Omnichannel support capabilities
- Advanced call routing algorithms
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive user interface
- Easy navigation between features
- Minimal learning curve
- Responsive design on multiple devices
- Customizable dashboards and reports
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Interactive product tours
- Access to webinars and live demos
- Step-by-step setup guides
- Responsive support during onboarding
- Setup and scalability of systems
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- Availability of 24/7 support
- Multiple support channels like chat and email
- Access to a comprehensive knowledge base
- Quick response times to inquiries
- Personalized support services
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing against similar tools
- Transparency in pricing plans
- Inclusion of essential features in lower-tier plans
- Fair pricing for additional features
- Discounts for annual subscriptions
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Overall satisfaction ratings
- Frequency of positive versus negative feedback
- Commonly mentioned strengths and weaknesses
- Feedback on customer support experience
- User testimonials on feature effectiveness
How to Choose Virtual Call Center Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
|---|---|
| Scalability | Ensure the software can grow with your team. Look for solutions that support a growing number of users and increased call volumes without sacrificing performance. |
| Integrations | Check if the tool integrates with your existing CRM, help desk, and other systems. Seamless integration ensures smooth data flow and efficient workflows. |
| Customizability | Look for software that allows you to tailor features to your team's needs, such as custom call scripts and dashboards. This flexibility can enhance productivity. |
| Ease of Use | Opt for tools with intuitive interfaces and minimal learning curves. Your team should be able to navigate the system without extensive training. |
| Budget | Consider the total cost, including setup and ongoing fees. Ensure the software fits within your budget and offers good value for its features. |
| Security Safeguards | Prioritize solutions with robust security measures like encryption and compliance with data regulations. Protecting customer data is crucial. |
| Support | Evaluate the availability of customer support, including 24/7 access and multiple channels. Reliable support can be vital during critical times. |
| Analytics | Look for tools that offer detailed reporting and analytics. Insights into call performance can help you make informed decisions and improve service quality. |
Trends in Virtual Call Center Software
In my research, I sourced countless product updates, press releases, and release logs from different virtual call center software vendors. Virtual call center software is evolving fast — with AI, remote-first collaboration, and customer autonomy leading the charge. Here’s what’s shaping the future of these platforms:
AI in Live Support and Post-Call Intelligence
AI is no longer just for sentiment analysis and emotion detection. Leading platforms now offer real-time agent assist, recommending responses and surfacing relevant content mid-call. Post-call, AI is used to auto-summarize conversations, flag compliance risks, and score calls for quality — saving managers hours while improving consistency.
Omnichannel Support Is Getting Smarter (and Asynchronous)
More tools now integrate voice, live chat, SMS, social, and email — but the real shift is in how these channels talk to each other. Expect smarter routing, persistent customer context across platforms, and growing support for asynchronous messaging (like WhatsApp or Facebook Messenger), giving customers more control over when and how they engage.
Managing Distributed Teams with Real-Time Collaboration Tools
Remote-first isn’t going anywhere. Platforms are doubling down on features that support hybrid and global teams, like live monitoring, call whispering, real-time coaching, agent messaging, and virtual war rooms. Built-in collaboration helps teams stay aligned without relying on Slack or email workarounds.
Self-Service That Actually Deflects
Legacy IVRs are giving way to smarter self-service. AI-driven knowledge bases, chatbots with natural language understanding, and guided troubleshooting flows are helping customers resolve common issues without ever waiting on hold — and reducing ticket volume in the process.
Automated QA and Performance Coaching
Manual QA can’t scale. That’s why more platforms now offer automated quality assurance. Using AI to flag tone issues, script deviations, or coaching moments in real time can be a major upgrade for teams that want to maintain high standards across large, remote agent bases.
CRM and Help Desk Integrations Are Getting Deeper
It’s not enough to “sync contacts.” Top tools now offer deep, real-time integrations with CRMs and help desks, so agents can see full customer histories, ticket status, and product usage details without switching tabs. This reduces handle time and makes every conversation more relevant.
Scalability and Uptime Are Now Selling Points
Vendors are investing in cloud-native architecture to support global scale, elastic workloads, and built-in redundancy. 99.999% uptime guarantees and geographic failover are now requirements for any team that wants always-on reliability.
What Is Virtual Call Center Software?
Virtual call center software is a cloud-based solution that allows support and service teams to manage customer calls from anywhere — no physical call center required. It equips agents, supervisors, and managers with the tools to route calls, monitor performance, and stay connected across time zones and locations.
With features like intelligent call routing, real-time analytics, and omnichannel support, these platforms improve both agent productivity and customer satisfaction. For remote and hybrid teams, virtual call center software offers a flexible, scalable way to deliver consistent service without being tied to a central office.
Features of Virtual Call Center Software
When selecting virtual call center software, keep an eye out for the following key features:
- Call routing: Directs calls to the right agents based on skills or availability, improving response times and customer service systems.
- Real-time analytics: Provides insights into call performance and agent productivity, helping managers make informed decisions.
- Omnichannel capabilities:: Allows customers to contact you through multiple channels like chat, email, and social media, enhancing the customer experience.
- AI-powered insights: Analyzes call data to offer actionable insights and sentiment analysis, helping improve service quality.
- Remote workforce management: Helps customer service leaders forecast staffing requirements. Also supports managing remote teams with features like virtual training and performance tracking.
- Security safeguards: Offers security measures like encryption and compliance with data regulations to protect customer information. Some vendors provide enhanced security features, like biometric verification, voice signature recognition, and AI anomaly detection as well.
- Customizable dashboards: Lets you tailor dashboards to display relevant metrics and information, enhancing usability and decision-making.
- Call recording and monitoring: Records calls for quality assurance and training purposes, helping improve service standards.
- Integration capabilities: Seamlessly connects with existing systems like CRM and help desk tools, ensuring efficient workflows.
- Interactive product tours: Provides guided tours for onboarding new users, helping them quickly become familiar with the software.
Benefits of Virtual Call Center Software
Implementing virtual call center software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved customer satisfaction: Call routing and omnichannel support ensure customers are quickly connected to the right agent, enhancing their experience.
- Increased flexibility: Remote workforce management features allow your team to work from anywhere, adapting to changing work environments.
- Enhanced decision-making: Real-time analytics provide insights into performance and productivity, helping you make informed decisions.
- Data security: Security safeguards like encryption protect customer data, ensuring compliance with privacy regulations.
- Cost efficiency: By integrating with existing systems, you reduce the need for additional infrastructure, saving on costs.
- Better training and quality assurance: Call recording and monitoring help train agents and maintain high service standards.
- Customizable user experience: Customizable dashboards allow you to tailor the interface to suit your team's needs, improving usability.
- Faster scaling: Quickly onboard agents and expand to new regions without physical infrastructure or IT delays.
- Business continuity: Stay operational during outages or emergencies with cloud-based failover and remote access.
- Global hiring and language support: Tap into a worldwide talent pool and offer multilingual service more easily.
Virtual Call Center Software Implementation: Factors to Consider
Implementing virtual call center software requires careful planning to ensure smooth operations, effective customer interactions, and secure data management. Below are key factors to consider when setting up and optimizing a virtual call center:
Cloud Infrastructure
Virtual call center software is built on cloud-based architecture, meaning businesses don’t need physical servers or office-based equipment. This allows for quick deployment, easy scalability, and remote access for agents working from anywhere. The cloud also ensures high uptime and flexibility, making it easy to add or remove agents as needed.
Omnichannel Capabilities
A successful virtual call center should allow agents to communicate with customers through phone, email, chat, social media, and SMS—all from one platform. This integration ensures seamless interactions and allows agents to switch between channels without losing customer history, leading to better service and faster issue resolution.
CRM Integration
Connecting virtual call center software with Customer Relationship Management (CRM) tools ensures that agents have access to detailed customer profiles, past interactions, and preferences. This leads to more personalized conversations, improved customer satisfaction, and higher efficiency since agents don’t have to ask customers for the same information repeatedly.
AI and Analytics
AI-driven features such as chatbots, sentiment analysis, and predictive analytics enhance the virtual call center experience. AI helps route calls to the right agents, analyze conversations for quality, and provide insights into customer behavior. Real-time analytics also help managers track agent performance and optimize workflows.
Setup and Scalability
Setting up a virtual call center involves choosing the right software, onboarding agents, and configuring call routing and automation. Since the system runs in the cloud, businesses can easily scale up or down based on demand. For example, a retail company might need to add more agents during the holiday season and reduce the team afterward without investing in new infrastructure.
Security and Compliance
Handling customer data requires strict security measures. Virtual call center software must include data encryption, multi-factor authentication, and compliance with regulations like GDPR or HIPAA. Ensuring these safeguards protects sensitive customer information and helps businesses avoid legal issues.
Employee Training and Management
Training and managing remote agents is crucial for maintaining high service quality. Virtual call centers must implement ongoing training programs, regular performance reviews, and access to digital learning resources. Managers can use AI-driven monitoring tools to provide real-time coaching and feedback to improve agent skills and efficiency.
Challenges of Virtual Call Center Teams
Managing a dispersed team comes with challenges like communication gaps, engagement issues, and performance tracking. To overcome this, virtual call centers should use collaboration tools, video meetings, and AI-powered monitoring to keep agents connected and aligned. Creating a strong remote work culture also helps maintain motivation and accountability.
By focusing on these key areas, businesses can successfully implement virtual call center software and provide seamless, efficient, and secure customer support while optimizing operations for long-term success.
Costs and Pricing of Virtual Call Center Software
Selecting virtual call center software requires an understanding of the various pricing models and plans available. Call center software costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in virtual call center software solutions:
Plan Comparison Table for Virtual Call Center Software
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free Plan | $0 | Basic call routing, limited analytics, and essential integrations. |
| Personal Plan | $5-$25/user/month | Call recording, basic reporting, and some customization options. |
| Business Plan | $30-$60/user/month | Advanced analytics, CRM integration, and enhanced security features. |
| Enterprise Plan | $70-$120/user/month | Customizable dashboards, full omnichannel support, and dedicated account support. |
Virtual Call Center Software: Frequently Asked Questions
AI in Live Support and Post-Call Intelligence
AI is no longer just for sentiment analysis. Leading platforms now offer real-time agent assist, recommending responses and surfacing relevant content mid-call. Post-call, AI is used to auto-summarize conversations, flag compliance risks, and score calls for quality — saving managers hours while improving consistency.
I also want to cover some common questions that people ask about virtual call centers and the software used by them:
How does virtual call center software use cloud infrastructure?
Virtual call center software relies on cloud infrastructure to handle calls, messages, and data storage over the internet instead of using physical hardware. It runs on cloud servers, allowing businesses to manage customer support from anywhere with an internet connection. Agents can log in remotely, access customer data in real time, and use features like call routing, automated responses, and analytics without needing on-site equipment.
The cloud infrastructure ensures flexibility, scalability, and reliability. Companies can quickly scale up or down based on demand, and updates happen automatically without disrupting service. Security features like encryption and backups protect sensitive customer data, while integration with other cloud-based tools (CRM, help desk software) streamlines operations.More tools now integrate voice, chat, SMS, social, and email — but the real shift is in how these channels talk to each other. Expect smarter routing, persistent customer context across platforms, and growing support for asynchronous messaging (like WhatsApp or Facebook Messenger), giving customers more control over when and how they engage.
How does virtual call center software deal with CRM integration?
Virtual call center software integrates with CRM systems to streamline customer interactions and improve efficiency. It automatically syncs customer data, including call history, past interactions, and support tickets, so agents have a full view of each customer without switching between platforms. This reduces response time and improves personalization.
Most virtual call center services connect with popular CRMs like Salesforce, HubSpot, and Zoho using APIs or built-in integrations. It enables features like automatic call logging, screen pop-ups with customer details, and workflow automation. This ensures that every interaction—whether via phone, email, or chat—is tracked in one place, leading to better customer service and smarter decision-making.
What omnichannel capabilities should I look for in virtual call center software?
When choosing virtual call center software, look for these key omnichannel capabilities:
- Voice calls: Support for inbound and outbound calls with call routing, IVR, and voicemail.
- Live chat: Real-time chat on websites or apps to assist customers quickly.
- Email integration: Unified email management to track and respond to customer inquiries.
- SMS & text messaging: Send and receive texts for quick customer communication.
- Social media support: Manage messages from platforms like Facebook, Twitter, and WhatsApp.
- Video calling: Offer face-to-face support when needed for personalized customer interaction and better customer engagement.
- Chatbots & AI Assistance: Automate responses and handle basic inquiries 24/7.
- CRM Integration: Sync customer interactions across all channels for a seamless experience.
A strong virtual call center software should unify these channels into a single platform, ensuring smooth communication and a better customer experience.
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 phone 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 phone 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 contact center solutions can handle high volumes of phone 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.
How can virtual call center software use AI and analytics?
Virtual call center software leverages AI and analytics to improve efficiency, customer experience, and decision-making. AI-powered tools like chatbots, voice assistants, and automatic call distribution (ACD) or call routing help handle basic inquiries, freeing up agents for more complex issues. Speech analytics and sentiment analysis detect customer emotions and intent, allowing for better real-time responses and personalized service.
Analytics provide insights into call performance, agent productivity, and customer trends. Features like call recording analysis, real-time dashboards, and predictive analytics help businesses identify patterns and improve operations. AI can also forecast call volumes and recommend staffing adjustments, ensuring smoother workflows and higher customer satisfaction.
What is the difference between a virtual call center and traditional call center?
The key difference between a virtual call center and a traditional call center lies in where agents work and how operations are structured. Traditional call centers are centralized—agents work on-site in a physical office, using hardware and systems maintained by the organization. This model offers tighter control over infrastructure and oversight, but often comes with higher overhead costs and limited flexibility for scaling or staffing.
Virtual call centers, on the other hand, operate remotely. Agents connect from anywhere using cloud-based software, VoIP, and other digital tools. This setup unlocks a global talent pool, supports 24/7 coverage, and often improves business continuity and cost efficiency. It also shifts your tech stack toward more flexible, API-friendly platforms that integrate with CRMs, help desks, and workforce tools. For CX leaders, the virtual model isn’t just about logistics—it’s about enabling agility, supporting hybrid teams, and building a more resilient customer service operation.
How can virtual call center solutions improve customer experience?
In my experience, virtual call center solutions can meaningfully improve customer experience by making support more responsive, personalized, and resilient. Because agents can work from anywhere, brands can tap into broader talent pools, offer extended hours (or even 24/7 support), and staff based on actual demand across time zones. That flexibility translates directly into shorter wait times and better service availability—two huge drivers of customer satisfaction.
More importantly, modern virtual call center platforms are built for integration. You can sync them with your CRM, ticketing systems, and knowledge bases, giving your support agents real-time context about a customer’s journey. That means fewer painful handoffs and more proactive, relevant support. Many platforms also include AI-driven routing, omnichannel capabilities, and analytics that help your team continuously optimize the customer experience.
What are the different types of virtual call centers?
Virtual call centers typically fall into two main categories: inbound and outbound, each designed to support different parts of the customer journey.
- Inbound virtual call centers handle customer-initiated contact. Think: product questions, tech support, billing issues, or general inquiries. These operations prioritize fast response times, smart call routing, and integrations with CRMs and knowledge bases to give agents real-time context. They’re crucial for maintaining satisfaction, resolving issues efficiently, and driving retention.
- Outbound virtual call centers, on the other hand, focus on proactive outreach, such as sales calls, follow-ups, customer surveys, payment reminders, or re-engagement campaigns. These rely more heavily on features like auto-dialers, lead management, and scripting tools to keep reps efficient and compliant.
Some platforms support blended operations, letting teams handle both inbound and outbound seamlessly, without adding tech sprawl.
What are the most important KPIs for virtual call center performance?
To measure how well your virtual call center is performing, track these key metrics:
-
Average Time to Answer (ATA): How quickly agents respond to incoming calls—a direct indicator of accessibility and service efficiency.
-
First Call Resolution (FCR): The percentage of inquiries resolved on the first contact. Higher FCR usually means better agent training, smarter routing, and higher customer satisfaction.
-
Average Handle Time (AHT): The total time spent on a customer interaction, including talk time and post-call work. Balanced AHT helps optimize efficiency without rushing customers.
-
Abandonment Rate: The percentage of callers who hang up before connecting to an agent. High rates may signal understaffing, long queues, or poor IVR flows.
-
Customer Satisfaction (CSAT): Direct customer feedback, typically gathered via post-call surveys, that reflects how happy customers are with their experience.
-
Net Promoter Score (NPS): Measures long-term loyalty by asking how likely customers are to recommend your company.
-
Agent Turnover Rate: How often agents leave your organization. High turnover can impact consistency, quality, and training costs—especially in virtual environments.
Tracking these KPIs not only helps you optimize performance but also aligns your support ops with broader CX goals like retention, loyalty, and lifetime value.
CRM and Help Desk Integrations Are Getting Deeper
More Call Center Software Reviews
As I'm sure you know already, there are many different types of call center software out there to meet different business needs. If you didn't find exactly what you're after in this list, I'm sure one of my other software review lists will do the trick:
- Inbound Call Center Software
- Outbound Call Center Software
- Call Center Software for Small Businesses
- Enterprise Call Center Software
- Call Center Scheduling Software
- Call Queue Software
Conclusion
Maybe you have a small team with a localized customer base, or maybe you’re a multinational corporation fielding thousands of phone 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.
To stay up to date on all the latest from top CX thinkers, sign up for the CX Lead newsletter. We send weekly insight and articles from subject matter experts, right to your inbox.