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10 Best Virtual Call Center Software In 2023

Virtual Call Center Software Shortlist

Here’s the list of the best tools that I’ll cover in this article.

  1. Aircall

    Best virtual call center software for customer-centric teams

  2. Five9

    Best for building customer relationships and increasing sales

  3. Voiso

    Best for end-to-end omnichannel metrics monitoring

  4. Freshworks Call Center

    Best for global businesses interested in scaling up

  5. Fastcall

    Best virtual call center software for Salesforce users

  6. RingCentral Contact Center

    Best for advanced analytics and reporting

  7. Genesys Virtual Call Center

    Best for customer need anticipation and software customization

  8. Dialfire

    Best virtual call center software for setup efficiency

  9. Replicant.ai

    Best virtual call center software for automation and AI

  10. Twilio Flex

    Best for customization and programmability

Why do you need virtual call center software? Well, let me tell you.

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 role of virtual call center software is to 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.

Comparison Criteria

What do I look for when I select the best software? Here’s a summary of my evaluation criteria: 

  1. User Interface (UI): I look for tools that have a simple, intuitive visual interface that’s easy to navigate – even for beginners.
  2. Usability: The tools I select must be easy for team members to learn and adopt without much onboarding assistance.
  3. Integrations: I choose tools that have a wide range of integrations, enabling you to sync up existing providers with your virtual call center software.
  4. Value for $: All the tools in this list provide excellent value for the price. Many of them even offer completely free or pay-as-you-go options.

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Overviews Of The 10 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. 

The 10 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

From $149/month Visit Website
3
Voiso

Best for end-to-end omnichannel metrics monitoring

Free demo

From $49/user/month Visit Website
4
Freshworks Call Center

Best for global businesses interested in scaling up

Free trial

From $18/agent/month Visit Website
5
Fastcall

Best virtual call center software for Salesforce users

14-day free trial

From $24/user/month Visit Website
6
RingCentral Contact Center

Best for advanced analytics and reporting

Free trial available

From $24.99/user/month Visit Website
7
Genesys Virtual Call Center

Best for customer need anticipation and software customization

30-day free trial

From $75/month Visit Website
8
Dialfire

Best virtual call center software for setup efficiency

Offers $50 test credit as their free trial

From $15/user/month Visit Website
9
Replicant.ai

Best virtual call center software for automation and AI

Free demo

Pricing upon request Visit Website
10
Twilio Flex

Best for customization and programmability

Free trial

From $150/user/month Visit Website

Other Call Center Options

Here are a few more that didn’t make the top list.

  • Zadarma - Business VoIP with easy set-up and multi-channel virtual phone numbers in 100+ countries
  • eTollfree - Customized call center software with e-tollfree services
  • LiveVox - AI powered call center software with integrated omnichannel communication
  • Zendesk - Cloud-based call center software with real-time reporting and call monitoring
  • Dialpad - Unified virtual call center software with workspace for team and customer communication
  • 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
  • LiveAgent - Omnichannel virtual call center software with all-in-one helpdesk
  • Talkdesk - End-to-end virtual call center software named #8 on 2022 Forbes Cloud 100 
  • HubSpot Service Hub - Virtual call center software integrated with a trusted CRM

Virtual Call Center: Key Features

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:

  1. Interactive voice response (IVR): Automated voice prompts with menu options to gather initial info about the customer and funnel them accordingly. 
  2. 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.
  3. Call Center Auto Dialer: Software that can be used to dial outbound call numbers automatically.
  4. Ticketing System: Method of cataloging customer service requests, alongside relevant information pertaining to the specific concern.
  5. 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.
  6. Intelligent Workflow: Data analytics, AI, and machine learning to route calls according to their needs.
  7. Callback: IVR feature in which callers can choose to receive a call back instead of waiting in line for an available live agent.
  8. Call Monitoring: Quality management function that allows companies to monitor and evaluate live agent performance.
  9. 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.
  10. Queueing System: Hold system in which customers can wait in line to speak with a live agent.
  11. Click-to-Call: Time management feature that enables live agents to place an outbound call with a single click instead of dialing manually.
  12. Automatic Call Distribution (ACD): Distribution system that answers calls and distributes them according to an established workflow.

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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By Hannah Clark

Hannah Clark is the Editor of The CX Lead. Her goal is to bring together a community of CX professionals to learn, interact, and voice their own opinions on this ever-evolving industry.

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