Virtual call center software is specifically designed as a center for remote contact. With the aid of this software, agents within an organization are able to attend to customers without having to leave their comfort zone or work in an office per se. Virtual call center software is created as a business tool to enhance communication between agents and clients of an organization regardless of geographic barriers. It is otherwise known as a call center for customer services. It is software that is flexible and reliable.
To help you figure out what software best suits your need, a top list of 10 virtual call center software has been made apace with their features, pricing plans, pros, and cons respectively.
TOP 10 VIRTUAL CALL CENTER
- Genesys (Cloud based)- Overall best virtual call center software
- Zendesk– Best virtual call center for ticketing system
- Alvaria – Best Virtual call center software for customer experience and workforce management
- Freshdesk– Best virtual call center software for omnichannel services
- Talkdesk– Best virtual call center software for AI powered automation
- Aircall– Best virtual call center software for cloud-based calls and live feed
- CloudTalk– Best virtual call center software for small and mid-size businesses (SMBs)
- Five9– Best virtual call center for end-to-end digital solution
- Nextiva– Best virtual call center software for business phone systems
- NICE CXone– Best virtual call center software for personal connection
#1. Genesys ( Cloud based)- Overall best virtual call center software
Pricing: From $75/ month
One of the many reasons Genesys stands out as the overall best virtual call center software is because it is suitable for all business sizes. Over the past decades, Genesys has built an unbeatable reputation with its predictive routing and call features amidst many other features. It is very secure software with innovations from time to time.
| Pros | Cons |
| Improves customer experience | Response time may be slow |
| Artificial intelligence automation | Information can’t be queried without API |
| Easy operation with digital features | Call limitation due to API |
| Easy integration with other apps | Poor recording features |
| Uses APIs | Reports may hinder agent’s management |
#2. Zendesk – Best virtual call center for Ticketing system
Pricing: From $49/ agent/ month
With voice-over-internet protocol incorporated into its software, Zendesk is most reliable in voice-over communications. Zendesk can track and monitor in real-time with the aid of the ticketing system made available.
| Pros | Cons |
| Can be integrated with other apps | Tickets are not easily tracked |
| Automatically creates tickets for each call | Pricing options may not be flexible (pricy) |
| Communication is unified | Automation may fail from time to time |
| Artificial intelligence automation | Software on Android platforms may crash occasionally |
| Free 14 days trial | — |
| Automatic ticket integration over different channels and apps | — |
#3. Alvaria – Best Virtual call center software for customer experience and workforce management
Pricing: N/A
Amidst the few products and services Alvaria offers, This virtual call center software improves workforce management and customer experience by creating a preferred working environment needed by individual agents to reach customers and produce maximum results. With its scheduling, forecasting, and tracking features for workforce management, Alvaria can heighten agents’ involvement. Likewise, with voice agent, Omni agent, automated agent, and compliant outreach features, customers are given the best experience.
| Pros | Cons |
| Easy to use | May cease to function occasionally |
| Standard IDE | Inaccurate reporting in some cases |
| Omni-channel deployment | Not flexible |
| Works well on Android system | Suitable majorly for big businesses |
#4. Freshdesk- Best virtual call center software for omnichannel services
Pricing : From $99/ month
The products and features offered on Freshdesk place make it qualified to be called one of the best virtual call center software. Freshdesk provides accurate reporting and analysis to help agents deal with customers accordingly, for utmost satisfaction. It has in-built phone software that can make calls within Freshdesk.
| Pros | Cons |
| Provides omnichannel services for customers | Not so easy to navigate for new users |
| Tickets are monitored | Customizing report may be difficult |
| AI automation | High levels of access control layers |
| Effective messaging with Chatbot | Ticket integration may be slow and difficult |
| 21 days of free trial | — |
#5. Talkdesk- Best virtual call center software for AI powered automation
Pricing: $65/ agent/ month but custom quote is available upon request
Talkdesk possesses all its features on a dashboard which makes it easier to navigate through. With its AI-powered automation, Talkdesk provides the information needed to guide agents and consequentially assist customers. Additionally, Talkdesk is automatically linked to other apps to save agents the time of manual integration.
| Pros | Cons |
| Voice call has many features | Calls may be unassignable from dashboard |
| Very secured | Omnichannel services are paid for |
| Has a very effective Workspace feature | Features and functions may not be very easy to operate |
| Survey are taken by customers to help analyze organization growth | Omnichannel services may need improving |
| Compatible with CRM integrations | — |
#6. Aircall- Best virtual call center software for cloud-based calls and live feed
Pricing: From $40/ month
Enjoy Aircall with its unlimited features on a phone system, call centers, analysis, integration, to name all but a few. On Aircall, a customer is referred to another agent on a team via “warm transfer” when needed to increase productivity. This virtual call center software is suitable for all types and sizes of business and guarantees customer satisfaction with its state-of-the-art call features for productivity.
| Pros | Cons |
| Calls can be forwarded to a mobile phone | Dialing difficulties in counties with no local host servers |
| Very affordable | Some features accessed on the webpage might not be accessible on the app |
| Can be automatically integrated with synced/ linked apps | Poor synced with video calls |
| Calls can be warmly transferred from one agent to the other | Phone calls may delay in ringing |
| Call features that provides an unbeatable experience for both agents and customers | Conference call feature may need improving |
>>More: Best Call Center Management Software | Best Call Center Workforce Management Software | Best Inbound Call Center Solutions | Best Call Center Scripting Software
#7. CloudTalk – Best virtual call center software for small and mid-size businesses (SMBs)
Pricing: From $25/ month
If you need software that “big brands” trust, then Cloudtalk is the virtual call center software for you. Cloudtalk integrates seamlessly with some other virtual call center software in this listicle. Its customer card and contact tagging implements assists in providing customer details, data history and categorizing customers’ need in order of importance and urgency.
| Pros | Cons |
| It is affordable | Not compatible with Android systems |
| Free 14 days trial | Integration with third-party apps may be difficult |
| It is easy to use | Support may be slow occasionally |
| Customer card function for providing details and data history | Web design may be outdated |
#8. Five9 – Best virtual call center for end-to-end digital solution
Pricing: From $100/ agent/ month, but custom quote can be given upon request
Due to its inbound and outbound functions, Five9 stands out as a number one choice for large businesses. One other formidable feature of this virtual call center software is the engagement workflow. Engagement workflow provides customer self-help services; a customer may not need to speak with an agent before finding a solution to their problem. But this does not rule out the importance of communicating with an agent; it just means fewer and more necessary calls are made.
| Pros | Cons |
| Engagement workflows can be customized | IVR scripting and customer reporting may be difficult to use |
| Omnichannel communication services | Messaging system history cannot be tracked |
| Easy integration with CRM software | UI is not user friendly |
| Very flexible and adaptable | Calls may drop unexpectedly from time to time. |
#9. Nextiva- Best virtual call center software for Business phone systems
Pricing: From $50/ agent/ month
Nextiva covers all your communication needs because it offers telephony and virtual call center software services. With its VOIP technology, customers have access to multi-channel communication, and agents can receive and manage calls on a larger scale. Clients also appreciate its call queuing feature because it implies their message won’t get into voicemail. This virtual call center software has astounding call features that provide a seamless communication experience for both agents and customers.
| Pros | Cons |
| Very customizable | Pricier in comparison with others |
| Top-notch call quality | Tech support is difficult |
| Effective customer support | Onbording process might take time. |
| Support web conferencing | Call quality can be affected by internet connection |
#10. NICE CXone- Best virtual call center software for personal connection
Pricing: From $100/ agent/ month but custom quote is available upon request
NICE CXone formerly known as NICE inContact is virtual call center software with Multi-communication channels and a virtual agent hub. It operates on highly AI-powered automation, of which one of its functions is enhancing interaction between customers and IVR systems in the absence of an agent. The software’s “personal connection” features enable agents to personalize their contact list and monitor dial speed.
| Pros | Cons |
| Integrates nicely with Zoom, CRM and SaaS tool. | UI is not so encouraging |
| Up to 99.9% security uptime | Call drops from time to time |
| Very good call quality | — |
Frequently Asked Questions
Does all Virtual call center software possess VOIP Technology?
VOIP works over a telephony internet protocol and it is useful for software that engages in speech and multimedia communication. VOIP is for software that takes a higher number of calls than usual. It is a phone business system and is compatible with some (not all) virtual call centers.
Which Virtual Call Center software has the most flexible Pricing plan?
Each virtual call center software is peculiar to its make; hence what you need in one might not be in the other. Most pricing plans generate from the tasks and functions of each virtual call center software or how the developer sees fit, so it is not all pricing plans that may be flexible enough for you. However, discussing with support may help you fully aware of their pricing plans and how flexible they can be for you. It is also important to note that the pricing plan for most of the software are in tiers and they can either be paid hourly, monthly, quarterly or yearly.
Is virtual call center software similar to customer service call center software?
Yes, one isn’t different from the other as they are both designed for remote interaction with customers.
Which software is compatible with Mac or PC?
All virtual call center software on this list can be operated on Mac or PC platforms
How secure is a Virtual call center software?
I t is very secured because all software must possess necessary security license before they can be launched or operated
Do I get all the features in one plan?
In most cases, especially when the pricing plan is in tiers, features in one package might be superior or inferior to the next. For software on this list, features available on an enterprise package can be termed as an all-in-one and is most suitable for large businesses that need customization and other features basic and professional packages might not cover.
How long should it take before my Pricing plan expires?
Depending on the software you are working with, the duration of your purchase may last for an hour or a month.
What should I expect in the years to come?
Most people in the tech industry believe that virtual call center software is the future of customer care service and the reason is not farfetched. Virtual call center software has AI automation, call features, omnichannel services and so much more needed for seamless communication between customers and agents of an organization. Its usefulness cuts across several sectors and industries also, the flexibility it provides for employees is one of its best reviews. From landlines to call centers and now more improved virtual call centers. The best of the best is yet to come.
Is virtual call center software compatible with iOS and Android?
Most virtual call center software are compatible with phone systems however users often complain of the software crashing or malfunctioning especially on Android platforms.
Which Virtual call center software is the best?
After careful and time-taking research, it became known that what is favorable for one business owner might not be for the other. Every virtual call center software has its strength and the feature it is best known for, So check in with support to find out what works for you.
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