What are the best virtual call center software?

To help you choose the best virtual call center software for you, we can help you decide based on features, functionality and pricing comparisons. Keep reading to discover more about how virtual call centers work, how software helps you create your own virtual call center or virtual contact center, how you can get started, and more.

  • Virtual Call Center: An office or system allowing inbound and outbound calls to be processed by live agents, together for a single company or organization. Traditional call centers used plain old telephone service (POTS) technology to make and receive phone calls, whereas today virtual call centers are more common and they use Voice over Internet Protocol (VoIP) phone service to make and receive phone calls.
  • Virtual Contact Center: Similarly, a virtual contact center processes phone communications, SMS text, chat and other communications customers and members of the public can use to communicate with agents at a company or other organization.

Both call centers and contact centers are frequently used by companies to communicate for marketing, sales and customer service purposes. Call center software can help create virtual versions of these systems, making it easier for your organization to operate an efficient call center and take advantage of the Internet to make it more productive.

In this article, we will help you understand call center software a bit better and offer a few options that may appeal to your organization and to the type of call center solution your company needs.

Article Contents:

1. What is Virtual Call or Contact Center Software?

2. How Can a Call Center Help My Business?

3. Choosing the Right Virtual Call Center Software

4. Great Vendors to Choose From

5. Other Considerations with VoIP and Call Centers

Keep reading for more information on how to make virtual call centers really work for you and benefit your organization. We offer you suggestions on choosing the right vendor, as well, so you can get started quickly and begin to rapidly see the benefit of having your very own call center. In fact, you may be surprised how accessible virtual call centers are to many businesses, including smaller businesses.

1. What is Virtual Call or Contact Center Software?

Call center software replaces the traditional call center functionality, making it easier for your company to manage large call volumes, organize agent productivity and keep calls moving along through a queue. Your software can create queuing systems to route incoming calls to the appropriate agents based on their own skills, background or productivity ratings, or some other characteristic or training they have. You can have your software organize incoming callers based on different priority levels, so internal calls are answered first or so that premium customers receive additional attention.

You can also track data and gain analytical insights on call performance and individual productivity, thanks to call center software. This provides you with additional data points to help you figure out how you need to make personnel adjustments, provide feedback to agents or offer promotions and incentives to top performers. Virtual call center software can also integrate with a customer relationship management (CRM) software suite to help your agents gain valuable insights during calls and keep track of important customer information they can use during each encounter. Having this data available in real-time can help your agents offer better service and appear to be more knowledgeable. It also helps agents offer a customized experience to customers, making them happier with their interaction with your company.

2. How Can a Call Center Help My Business?

A call center of your very own can help you make your communications with customers and prospects more automated, allowing you to reach higher productivity levels. Virtual call centers are generally very inexpensive to run, offer a wide variety of features and functionality to businesses, and can help your organization reach productivity and sales quotas faster by helping you organize your business.

To establish your own call center, you just need a vendor offering call center software and VoIP service, plus an Internet connection and equipment to make and receive phone calls using VoIP. VoIP works over the Internet, allowing you to have a call center located anywhere and still have high-quality phone calls and service. VoIP is typically cheaper, since the infrastructure costs are significantly lower with VoIP phone service and these savings are generally passed along to subscribers. If you set up a call center using VoIP technology, you may be amazed at the types of services you will have access to through the service.

3. Choosing the Right Call Center Software

If you are not sure what type of software you need, start by thinking carefully about the type of business you run and the kind of call center you need to start. From there, start researching some of the benefits of virtual call centers and start thinking about the types of call centers your business could benefit the most from. You may need to write down specific questions to guide your decision along the way. On our website, we have plenty of reviews and guides available to help you narrow down benefits that particularly appeal to you and to help you figure out how to get the most form call center software systems.

Small businesses have different call center needs, typically, from larger organizations. If your company wants to create a smaller call center system to queue calls, improve productivity and allow you to appear larger than you actually are, then you may need to find a vendor specializing in smaller call centers. Larger organizations with enterprise-level needs may benefit from specialized, custom solutions and different plans.

Some onsite equipment may be necessary if you are running a very large call center operation, so your system would need a private branch exchange (PBX) box to help with call routing and processing. These boxes can help big operations with large call volumes save money on the cost of phone service by dynamically switching among different services. Smaller organizations probably would not have high enough call volumes to save a meaningful amount of money this way, so they should generally consider a hosted-system with virtual PBX functions provided by software from their vendor. This may require more Internet bandwidth, however, which is also something to think about. The more your system relies on the Internet and on your vendor, the more steps you should take to ensure better uptime in the event something goes down or interferes with your system.

4. Great Vendors to Choose From

There is a large variety of different VoIP vendors on the market offering call center software, so you will need to carefully research your needs.

Here are a few great vendors to consider:

  • Nextiva
  • RingCentral
  • Five9
  • ChaseData
  • Phone Burner
  • Parrot Cloud Call Center
  • And many others! Check out our website for reviews and other vendors to look at.

5. Other Considerations with VoIP and Call Centers

If you are considering a call center solution, be sure to do your own research and look at a variety of options and vendors. You may be surprised how easy and cheap it can be to integrate call center functionality into your business communications system!

Be sure to research pricing, features, reviews, and opinions and experiences. Ask around and talk to current VoIP users, ask others what their experiences have been, and figure out how other companies are benefiting from their call center systems.

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