10 Virtual Call Center Software Shortlist
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 incoming and outgoing phone calls, chats, and video messages within a centralized platform. Plus, since it's entirely cloud-based, it will work perfectly even if your customer support team members are spread out across the globe.
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 10 list. I’ve explained each tool’s best use case, and noteworthy features, and added screenshots to give a snapshot of their user interface. Plus, there are 10 additional bonus options below if you’d like even more contact center solutions to consider.
CloudTalk
Best for crafting more efficient processes and workflows
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.
CloudTalk Plans and Pricing
Paid plans start from $25 per user, per month. A 14-day free trial is available.
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
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
- Easy to use
- High quality calls
- Excellent remote team capabilities
Cons
- SMS integration is working out some kinks
- Better for PC than Mac users
- Chrome extension needs work
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
- No long term contracts
- Simple pricing structure
- AI-powered upsell and cross-sell
Cons
- No built-in noise reduction
- Only offers short-term customer data storage
- Some delays in call recording
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
- Cost-effective
- Extensive data and metrics for analytics
- Easy to set up and switch from another platform
Cons
- May exceed needs of small businesses
- Workflow requires time to customize
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
- Highly customizable
- API integrations
- Free trial provides $5000 free active user hours
Cons
- Teams may need existing coding knowledge to fully customize
- Pricing is customizable and therefore not transparent on website
- Free trial alerts your customers that you’re using a free software
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
- Operates completely within Salesforce
- Excellent reporting and analytics
- Simple click-to-dial functionality
Cons
- Best for Salesforce users
- 10-user minimum
- Some proprietary call trackers may not integrate with Fastcall
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
- Accurate and efficient call routing
- Omnichannel processing
- Voicemail and unified messaging
Cons
- Workforce management function still working out kinks
- Pricing is not based on number of users
- Reporting takes work to customize
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
- Extensive list of integrations
- Advanced analytics and real-time data
- Very easy to transfer calls
Cons
- Mac users may have some extra setup vs. Windows users
- Call recording only available on some subscriptions
- Auto dialer is an add-on feature
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
- International phone numbers in hard-to-reach areas
- Very user-friendly
- Established relationships with carriers in 170 countries
Cons
- Low and mid-tier bundles only offer 30-day recording storage
- Initial onboarding fee
- No text forwarding
Dialfire
Best virtual call center software for setup efficiency
Dialfire is an easy-to-use virtual call center software that aims to get you up and running, fast. From there, you can build multi-step campaigns, register phone numbers for inbound and outbound calls, and create custom reports.
Why I picked Dialfire: Dialfire has no setup charges, no monthly fees, no servers, no phone lines, and no software installation. The intuitive user interface makes it easy to support a large remote workforce. Dialfire emphasizes the speed and quality of calling, as well as the ability to create custom campaigns in minutes.
Dialfire Standout Features and Integrations
Features include real-time analytics, multi-step campaigns, call monitoring and recording, outbound and inbound calling, and secure data and voice encryption.
Integrations include HubSpot, Pipedrive, Zoho CRM, and Zapier.
Dialfire Plans and Pricing
Pricing for Dialfire begins with a pay-as-you-go option, and their Basic plan starts at $15/user/month. Dialfire offers a $50 test credit as their free trial.
Pros
- Easy to use
- Quick and efficient setup
- Pay-what-you-use pricing model
Cons
- Does not include an IVR
- Reporting requires you to rewrite some of the terms
- Some lag time in campaigns with more than 10 million data points
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 | Trial Info | Price | ||
|---|---|---|---|---|
| 1 | CloudTalk Best for crafting more efficient processes and workflows | 14-day free trial | From $25/user/month (billed annually) | Website |
| 2 | Aircall Best virtual call center software for customer-centric teams | 7-day free trial | From $30/user/month (billed annually) | Website |
| 3 | Five9 Best for building customer relationships and increasing sales | Free demo available | From $149/month; Custom plans are also available | Website |
| 4 | Voiso Best for end-to-end omnichannel metrics monitoring | Free demo | From $49/user/month | Website |
| 5 | Twilio Flex Best for customization and programmability | Free trial | From $150/user/month | Website |
| 6 | Fastcall Best virtual call center software for Salesforce users | 14-day free trial | From $24/user/month | Website |
| 7 | Genesys Virtual Call Center Best for customer need anticipation and software customization | 30-day free trial | From $75/month | Website |
| 8 | RingCentral Contact Center Best for advanced analytics and reporting | Free trial available | From $24.99/user/month | Website |
| 9 | AVOXI Best for reaching customers in regions with unreliable phone service | 7-day free trial | From $12.49/month | Website |
| 10 | Dialfire Best virtual call center software for setup efficiency | Offers $50 test credit as their free trial | From $15/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
Best for global businesses interested in scaling up
- Replicant.ai
Best virtual call center software for automation and AI
- 3CX
Best virtual call center software for video conferencing
- Dialpad
Best virtual call center software with a unified workspace for reps and customer communication
- LiveAgent
Best omnichannel virtual call center software with an all-in-one helpdesk
- Talkdesk
End-to-end virtual call center software named #8 on 2022 Forbes Cloud 100
- HubSpot Service Hub
Best virtual call center software integrated with a trusted CRM
- eTollfree
Customized call center software with e-tollfree services
- Vonage
Best flexible and programmable call center platform used by more than 100k businesses worldwide
- Zendesk
Best cloud-based call center software with real-time reporting and call monitoring
Selection Criteria for the Best Virtual Call Center Software
If you're wondering how I selected the best virtual call center software for this list, I'm happy to break it all down for you. First of all, I started with virtual call center software that has positive user reviews and high 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.
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.
Key Features
The best call center software solutions share a number of key features to help your call center agents, customer service reps, support team, and sales team achieve a high standard of customer satisfaction. These are the advanced features I assessed when making my final selections for this list:
- 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): A phone system that enables users to place outgoing calls and receive incoming 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: A method of cataloging customer service requests, alongside relevant information pertaining to the specific concern.
- Omnichannel Support: The ability to 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: The ability to use data analytics, AI, and machine learning to route calls according to their needs.
- Callback: An IVR feature in which callers can choose to receive a call back instead of waiting in line for an available live agent.
- Call Monitoring: A quality management function that allows companies to monitor and evaluate live agent performance.
- Skills-Based Routing: A 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: A hold system in which customers can wait in a call queue or virtual line to speak with a live agent.
- Click-to-Call: A time management feature that enables live agents to place an outbound call with a single click instead of dialing manually.
- Automatic Call Distribution (ACD): A distribution system that answers phone calls and distributes them according to an established workflow.
- Call scripts: The ability to create call scripts for your remote agents and feed the information to them in real time through the system, according to where they are in the call journey.
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:
Are there other types of call center software?
How do I create a virtual call center?
What is an example of a virtual call center?
What is an automated call center?
What are the benefits of using virtual call center software?
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 top 10 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
- Cloud-Based Contact Center Software
- Call Center Workforce Management Software
- Call Center Scripting Software
- Customer Service Software
- AI Customer Service 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.
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