Outdated traditional business phone systems lead to long hold times, low customer satisfaction, and increased agent attrition. Making the switch to a virtual call center software gives your team access to advanced features that streamline business processes, optimize agent schedules, and enable 24/7 customer self-service. Cloud-based business phone systems also offer serious cost savings, increased agent engagement, and additional communication channels that give customers more control over their experience.
In this post, we’ll outline key features of a virtual call center, top providers, and explain how call center solutions benefit both agents and customers.
What is a Virtual Call Center Software?
Virtual call center software is a cloud-based business communication platform that facilitates and optimizes inbound/outbound communications between customers and agents across voice and digital channels.
Virtual call center solutions eliminate the need for expensive and bulky on-premise equipment like landlines and copper wiring, allowing for greater mobility and flexibility while keeping operating costs low.
All agent-customer communications are synced and streamlined within a unified omnichannel interface, eliminating constant app and channel switching. Today’s virtual call center software also includes access to advanced AI-powered features like real-time Agent Assist, in-call agent coaching, KPI alerts, automated post-interaction summaries, conversational analytics, and workforce management tools.
Finally, some call center platforms include basic UCaaS features like team chat messaging, collaboration tools like whiteboarding and file sharing, and web conferencing to improve internal communications.
How Does a Virtual Call Center Work?
A virtual call center works by using VoIP (Voice Over Internet Protocol) technology to make/receive telephone calls over the Internet instead of the wired PSTN (Public Switched Telephone Network.)
When you make a call, VoIP phone systems immediately break up your voice audio (speech) into numerous tiny digital data packets that travel to their destination–the call recipient’s phone line–via a broadband Internet connection. Once they’ve arrived at their destination, the digital data packets reassemble and reorder themselves, delivering HD voice audio to the person you’re calling. This process repeats itself back and forth throughout the VoIP phone call.
By contrast, traditional analog phones (landlines) use copper wiring or fiber-optic cabling to establish a physical connection to the PSTN and make/receive calls.
Therefore, traditional call centers are only accessible within the building where they’re installed–leaving agents tied to their desks throughout the workday and making remote work impossible.
Below, we’ll take a quick look at additional differences between virtual call centers and traditional call centers.
Virtual Call Centers vs Traditional Call Centers
The table below outlines the key differences between VoIP vs landline call centers–further illustrating why most call centers have already switched to cloud platforms.
| Virtual Call Center Software | Traditional Call Center Software | |
| Facilitates Calling Via | Internet-powered VoIP (In-browser or via downloadable softphone application for desktop and mobile devices) | The wired PSTN |
| Compatible Devices | - IP phones
- Desktop and laptop computers - Smartphones, tablets, and other mobile devices |
- Traditional analog phones only |
| Flexible and Mobile | Yes. Providers off tier-based, scalable monthly pricing and plans and agents can access their virtual phone system anywhere with a working Internet connection | No. Adding additional phone lines requires expensive and lengthy physical installation, and calls can only be made at the address the landline is linked to. |
| Maintenance/Upgrades Handled By | The cloud call center software provider | The business/end user |
| Available Communication Channels | VoIP telephony, SMS/MMS, Email, Chat Messaging, Video Calling, Social Media Messaging (Available channels depend on your chosen provider and plan) | Voice calling only |
| Equipment Required | - All desk phones
- Routers, wiring, and cabling - On-premise server - Splitters and modems - Circuit capacity - Outlets and wall jacks |
- Internet access
- Ethernet cord and router - Headsets, backup power supply, IP phones (Optional) |
| Average Cost | Hardware: Can use existing devices
Software Licensing Costs: Bundled plans from $50.00-$300/month, annual and pay-as-you-go pricing with volume discounts available |
- Hardware for 15-20 users: Up to $9,000
- Installation/Setup: $1500+ - Maintenance Costs: $3,000+/year - Additional Costs (Long-distance calls, etc.):$1500+/month |
Virtual call center software is still compatible with VoIP Phones, which are traditional desk phones that connect to the Internet to make and receive incoming calls and outgoing calls.
Some enterprise-level call centers, or businesses that want to continue to use their existing equipment, may choose a hosted or on-premise PBX system–a private local telephone network that manages all internal and external communication.
The Benefits of Virtual Call Center Software
The most well-known benefit of virtual call center software is the cost savings it offers compared to a traditional business phone system/call center.
Switching to virtual call center software can cut transaction costs by an astounding 75%.[*]
Additional virtual call center software benefits include:
- Advanced customer self-service capabilities like IVR, ACD, Conversational AI voicebots and chatbots, customizable call routing strategies, automated callbacks, etc.
- Increased agent productivity thanks to outbound auto dialers, automatic post-call summaries, automated scheduling, and additional Workforce Management (WFM) features
- Increased first call resolution rates, shorter customer journeys, and a higher overall customer experience
- Deeper insights into call center agent performance metrics and customer preferences with Quality Management features like in-call coaching, real-time agent activity alerts, forecasting, agent wallboards and performance gamification, post-call surveys, etc.
- Third-party software integration streamlines all your preferred business communication/collaboration tools in a single interface, allowing for advanced CRM screen pops, better team collaboration, and more
- Higher CSAT (Customer Satisfaction) rates, increased customer loyalty/higher customer retention rates, decreased call center agent turnover rates
Best Virtual Call Center Software Providers
In determining which providers to include in our list of virtual call center software, we considered factors such as:
- Onboarding support, new customer training, and customer support
- Available native communication channels
- Pricing (structure, transparency, contracts, costs, etc.)
- Available third-party integrations, especially CRM systems
- AI and Automation capabilities
- Overall ease of use, especially regarding call flow design and editing
The below table shows a brief overview of the top virtual contact center and call center solution providers, which we’ll review in more detail in the following sections.
| Provider | Pricing | Top Features | Best For |
| Five9 | 5 plans from $175-$325/user/month | Agent Assist and Engagement Workflow | Enterprise call centers with a high daily outbound call volume and advanced workforce optimization needs |
| Talkdesk |
4 plans from $85-$145/user/month and 5 quote-based Experience Clouds |
Talkdesk Copilot and Proactive Outbound Engagement | Medium-large call centers seeking industry-specific solutions with extensive third-party integrations |
| NICE CXOne | 6 plans from $71-$249/agent/month and the CXone Mpower Suite from $249/agent/month | Workforce Engagement Management and Enlighten Actions | Enterprise omnichannel contact centers that connect to customers on 10+voice and digital channels and require best-in-class AI-powered automation to manage high contact volumes |
| CloudTalk | 3 plans from $25.00-$50.00/user/month, custom quote-based pricing available | Conversation Intelligence and Real-Time Customer Cards | Small-to-medium global call centers that don’t need omnichannel communication and prioritize an intuitive phone system platform with scalable AI capabilities |
| Genesys | 5 plans from $75.00-$135/user/month | Predictive Engagement and Genesys Cloud EX | Sales teams looking for an AI-powered contact center with built-in unified communications and advanced customer engagement features |
| Dialpad | 6 plans from $27-$170/user/month | Dialpad Ai Sales and Dialpad Meetings | Hybrid or remote teams needing a scalable platform with that lets them grow from a small call center to an omnichannel contact center |
Five9
Summary: Five9 is an omnichannel call and contact center solution known for its high-level scalability, extensive workforce management tools, and AI-powered workflow automation. Users can opt for voice-only, digital-only, or voice+digital solutions to connect with customers via inbound/outbound calling, SMS, social media messaging, chat, and email. Five9 Genuis AI powers omnichannel customer self-service, voice authentication, Agent Assist, real-time call transcription and summaries, knowledge base creation and optimization, and conversational analytics. All Five9 plans include 24/7 customer support and a 99.994% uptime.
Top Features
Five9 offers a variety of AI-powered features designed to improve the customer experience, monitor and optimize agent performance, and streamline time-consuming tasks like internal knowledge base creation and agent scheduling.
- Engagement Workflow: Build and deploy voice and digital Intelligent Virtual Agents (IVAs) for omnichannel customer self-service. Leverage CRM integrations, customer input, unstructured data, intent and sentiment analysis, and intelligent routing to connect customers to the best available live agent
- Outbound Dialer: Access preview, predictive, power, and progressive automated dialing modes with Five9’s Manual Touch Mode for TCPA compliance. Campaign management features include agent scripting, disposition timers, answering machine detection, and voicemail drop
- Agent Assist: Integrates with your internal knowledge base, CRM systems, and helpdesk software to give agents real-time, in-conversation next-best-action suggestions via screen pops. In addition to Agent Assist, Five9 offers real-time call transcription and AI-powered post-call summaries
- AI Insights: Leverages conversational AI and machine learning to evaluate 100% of omnichannel customer-agent interactions. Identifies automation opportunities, trending support topics, trends in customer sentiment and satisfaction, and critical interactions. Admins can drill down data to view agent performance analytics and individual call center KPIs
- Employee Engagement: Five9’s WEM+WFM suites include multi-channel forecasting with real-time adherence monitoring and intraday management, real-time and post-call agent coaching with automated performance scoring, performance gamification, wallboards, live KPI alerts, and call recording/transcription with agent screen recording
Five9 Pricing
Five9 offers 5 plans from $175-$325 per concurrent user/month and up. Custom quotes, named agent pricing, and pay-per-use plans are also available. As of this writing, no free trial is available.
See our Five9 pricing page for additional details.
Who Should Use It
Five9 is best for:
- Enterprise contact centers needing advanced, AI-powered automation capabilities to manage a high inbound call volume while optimizing agent performance during live customer interactions
- Sales teams needing a powerful outbound auto dialer with multiple dialing modes
- Omnichannel contact centers that want to leverage AI analytics to improve CSAT scores and identify automation opportunities
Five9 is not right for:
- Call centers needing built-in unified communications and collaboration tools
- Teams with extensive third-party integration requirements
- Startups on a tight budget
Talkdesk
Summary: Talkdesk is a cloud-based enterprise call and contact center solution known for its extensive third-party integrations, highly customizable user interface, and AI-powered omnichannel customer engagement tools. Talkdesk offers a feature-rich business phone system, SMS texting, and digital channels like email, chat, and social media messaging. With a 99.99% uptime, eight global points of presence, and a 24/7 support team with a 94% CSAT score, Talkdesk provides reliable service and a superior customer experience.
Best Features
Talkdesk offers an impressive array of analytics, WFM, and workforce automation features, leveraging AI to optimize omnichannel customer self-service and engagement strategies.
- Interaction Analytics: Real-time and historical AI-powered analytics including customer mood insights, topic and sentiment trend reports, customer intent monitoring, keyword sensors, and utterance monitoring
- Talkdesk Copilot: Provides live call transcription, AI summaries with suggested follow-up tasks, AI Agent Assist with step-by-step Smart Script guidance, and in-conversation GenAI-powered responses agents can read out loud or copy-paste into chat windows
- Talkdesk Autopilot: AI-powered omnichannel virtual agent that integrates with your knowledge base and CRM system to provide customer self-service via website chat and phone. Admins can optimize chat and call flow paths using the intuitive no-code Automation Designer tool, improve bots via the Talkdesk AI Trainer, and leverage Talkdesk Shield to authenticate customers and agents
- Proactive Outbound Engagement: Omnichannel customer engagement suite including outbound Preview, Power, and Predictive dialers, Salesforce Dialer integration, event-triggered SMS notifications, and list and campaign management tools
- Workforce Engagement Management: WFM suite including forecasting with AI-powered algorithms and smart staffing automation, SMS and Interactive Voice Response customer surveys, AI-powered agent coaching and automated interaction scoring, leaderboards and gamification, and voice/screen recording
Talkdesk Pricing
Talkdesk offers 4 paid plans from $85-$145/user/month, plus 5 industry-specific Experience Clouds that let users choose which add-on options they want to be included in their plan. A three-year contract is required. Per-hour and concurrent pricing options are also available.
See our Talkdesk pricing page for additional details.
Who Should Use It
Talkdesk is best for:
- Businesses in the financial, banking, healthcare, retail, and government sectors seeking industry-specific call center software with built-in compliance and high-level security
- Teams needing extensive third-party integrations with helpdesk, sales, and CRM solutions (Talkdesk offers over 70 out-of-the-box integrations, APIs, SDKs, and access to free 30-day trials for over 100 business applications in its AppConnect Marketplace)
- Medium-to-enterprise-level marketing teams ready to leverage proactive outbound engagement via outbound dialing and bulk SMS messaging
Talkdesk is not right for:
- Enterprise contact centers looking for a complete CCaaS+WEM solution instead of scalable pricing and extensive add-ons
- Smaller, voice-only call centers prioritizing a business phone system with a quick onboarding process and only basic calling features
- Marketing teams looking for an affordable outbound voice and SMS engagement tool, as Talkdesk restricts all outbound auto dialing and bulk SMS capabilities to its top-tier CX Cloud Elite Plan
NICE CXOne
Summary: NICE CXOne is a customer-centric call center software that uses advanced AI to enhance the customer experience across over 30 voice and digital channels. NICE CXone offers some of the most advanced workflow automation capabilities in the cloud communications space, including in-conversation agent assistance, omnichannel self-service, and superior speech and text analytics. It boasts a 99.99% uptime, over 140 pre-built integrations, and extensive agent coaching and WEM features.
Best Features
NICECXone offers an incredible array of AI-powered features designed to streamline support and sales processes, optimize call center operations, and improve agent performance. All these features are unified in the omnichannel and highly customizable agent interface, MAX (My Agent eXPerience.)
- Enlighten Autopilot: Omnichannel customer self-service solutions enhanced with AI purpose-built for CX. Includes intent analysis and hierarchies, no-code workflow integrations, automatic post-conversation task creation, sentiment analysis, and conversational flow optimization
- Enlighten Copilot: AI Agent Assist with proactive prompts, knowledge base article integration and suggestions, in-call agent coaching, proactive alerts for at-risk customers, real-time customer sentiment monitoring, and suggested actions. Agents can provide live or post-conversation feedback on suggested actions so Copilot improves over time
- Enlighten Actions: Admin-facing AI analytics portal that summarizes overall call center activity, identifies top-performing agents and trends in customer conversations and interactions, and makes suggestions for workflow automation. Admins can ask specific questions and receive conversational answers based on real-time and historical call data, eliminating the need to comb through lengthy call center reports
- Enlighten Autosummary: Omnichannel, post-interaction GenAI-powered summaries that include customer intent and sentiment analysis, actions taken by agent, outcomes, and automated CRM integration. Users can add tags and additional notes if needed
- Workforce Engagement Management: Omnichannel interaction recording/transcription (voice and agent screen), 40+ forecasting algorithms with an agent-facing mobile app for PTO requests/management, agent performance gamification, real-time KPI alerts, quality management analytics, and personalized/automated agent coaching
NICE CXone Pricing
NICE CXone offers six scalable plans ranging from $71 to $249 per agent per month, covering key features like digital channels, voice calling, omnichannel communication, AI forecasting, and advanced analytics. Higher-tier plans include additional tools like quality management, 360-degree monitoring, and AI-driven customer satisfaction scoring.
See our NICE CXone pricing page for additional details.
Who Should Use It
NICE CXone is best for:
- Enterprise omnichannel contact centers that connect with customers across 10+ communication channels and need to leverage advanced AI automation to manage a high daily contact volume
- Call center managers reliant on GenAI-powered analytics that let them type specific questions into a chat interface and receive detailed answers that identify automation opportunities, vulnerable customers, gaps in agent performance, and CSAT fluctuations
- Teams currently struggling with ineffective agent scheduling, under/overstaffing, and long customer wait times ready to leverage advanced forecasting and WFM tools to improve CX
NICE CXone is not right for:
- Small, in-house call centers with a low daily call volume, as NICE CXone’s advanced features will quickly overwhelm agents and likely aren’t necessary
- Teams looking for an easy-to-use business phone system with a quick onboarding time and an intuitive interface
- Voice-only call centers that don’t plan to scale to add digital communication channels in the future
CloudTalk
Summary: CloudTalk is a user-friendly cloud call center solution that offers unlimited domestic and global calling, unlimited concurrent calls, SMS, auto dialers, standard analytics, and excellent call routing. CloudTalk integrates with various third-party platforms, including Salesforce, Zendesk, Pipedrive, HubSpot, Gong, Zoho, Freshdesk, and LiveAgent. Though CloudTalk does provide a WhatsApp messaging integration, no digital communication channels are available. CloudTalk is known for its superior customer support, ease of use, and international calling capabilities.
Best Features
CloudTalk offers basic voice calling and call management features alongside WhatsApp messaging, SMS, and tier-based customer support. AI-powered features are available as a paid add-on and not included with any plan. The best CloudTalk features are:
- Outbound Dialer: In addition to Power dialing, the CloudTalk Smart Dialer tool creates automatic lead lists from your CRM system, web searches, and helpdesk tools that can be uploaded to an outbound queue
- Campaigns: Agents can create and edit post-call notes and access voicemail drop features, admins can enable mandatory call tagging, and sales teams can build custom campaigns with call scripts, real-time campaign monitoring, and agent questionnaire checklists
- Conversation Intelligence: Call transcription, CRM integrations, call scoring, keyword monitoring, trending topic analysis, sentiment analysis, call scoring, and automatic call summaries
- Real-Time Customer Card: One-click, in-call agent access to integrated CRM data, notes, agent comments, past/current support tickets, and conversation histories/call transcripts
- Call Flow Designer: Admins can create custom IVR call flow paths with skills-based routing, VIP call queues, custom business hour rules, preferred agent routing, and automatic callbacks
CloudTalk Pricing
CloudTalk offers 3 tier-based plans from $25-$50/user/month and quote-based pricing for a custom-built plan. Annual and monthly pricing is available, as is a 14-day free trial.
See our CloudTalk pricing page for additional details.
Who Should Use It
CloudTalk is best for:
- Small-medium call centers that need a voice-only, basic, and easy-to-use call center software
- Global teams, given that CloudTalk offers international phone numbers in 160+ countries
- Mobile-first hybrid or remote call center teams looking for a feature-rich mobile app
CloudTalk is not right for:
- Omnichannel contact centers that communicate with customers across several digital channels
- Teams requiring built-in advanced automation and analytics, as CloudTalk only offers limited AI capabilities as paid add-ons
- Marketing teams looking for a call center with bulk SMS messaging
Genesys
Summary: Genesys is a CcaaS platform for high-level, omnichannel customer self-service across voice calling, SMS, chat, email, and social media messaging. It’s best known for its omnichannel intelligent virtual agents (IVAs), voice and digital proactive engagement, and the intuitive Genesys Agent Workspace. Unlike some of the other omnichannel contact centers on this list, Genesys includes unified communications features like team chat, video conferencing, and file sharing. Users can access an add-on Workforce Management tool and specific plans built for digital-first communication.
Best Features
Genesys recently upgraded its platform to include an extensive suite of AI-powered features designed to boost customer engagement and conversion rates. The best Genesys features are:
- Predictive Engagement: Genesys offers preview, predictive, progressive, power, and agentless dialing modes with call pacing adjustments and outbound intelligent voice recognition. Additionally, all Genesys plans include digital predictive engagement, which sends automatic outbound chat messages to website visitors at the ideal moment in the customer journey based on their demographics and website interactions
- Genesys Cloud EX: Workforce management add-on with AI forecasting, speech and text analytics, quality assurance, resource management, gamification, and agent coaching with training module assigning and live performance scoring
- Agent Copilot: AI Agent Assist tool leveraging natural language processing and intent analysis to offer real-time next-best-action suggestions alongside automated post-call work. Also includes automated post-interaction summaries, wrap-up code predictions, and performance feedback
- Agent Workspace: User-friendly, intuitive agent dashboard with one-click access to relevant customer analytics, conversation histories, customer contact information and account data. Reps can share their screens with callers, access canned responses, and take one-click actions (support ticket generation, callback scheduling, etc.) right from within the Workspace.
- Knowledge Optimizer: Optimize your internal knowledge base by reviewing insights like top answered and unanswered queries, most popular pages, how frequently each page is accessed during customer conversations, and agent feedback
Genesys Pricing
Genesys Cloud CX offers three paid plans from $75-$155/user/month. It includes voice and digital communication channels, unified communications, built-in AI, and speech and text analytics. Per-user, hourly, and concurrent-user pricing options are also available.
See our Genesys pricing page for additional details.
Who Should Use It
Genesys is best for:
- Outbound sales teams looking for call centers with omnichannel customer engagement tools, automated outbound dialers, and SMS marketing
- Teams looking for an omnichannel cloud contact center with built-in basic unified communications tools, including video conferencing, team chat, and file sharing
- Medium-to-large call centers currently struggling with high agent turnover rates and looking for a cloud communication platform with extensive employee engagement features like performance gamification and agent-facing scheduling mobile apps
Genesys is not right for:
- Businesses needing advanced and highly customizable AI-powered analytics with individual KPI monitoring
- Teams looking for highly personalized multichannel customer support on all plans, custom onboarding support, and an extensive online knowledge base
- Businesses prioritizing an affordable, all-in-one voice+digitial contact center software with built-in WFM, as WFM tools are available only via paid add-on and some digital communication channels require users to purchase expensive CX Digital plans
Dialpad
Summary: Dialpad is a highly scalable business phone system with add-ons for high-capacity video calling, contact center functionality, and automated sales tools. It offers some of the best in-call coaching and Agent Assist tools in the call center space alongside unlimited ring groups, global SMS, 24/7 live agent support, and built-in web conferencing and team collaboration tools. All Dialpad plans include real-time call transcriptions, live analytics, voicemail transcription, call recording, and multi-level IVR–making Dialpad one of the most affordable feature-rich virtual call systems.
Best Features
Dialpad offers a wide range of voice calling, unified communications, and AI-powered features, with access varying according to plan. The best Dialpad features are:
- Dialpad Ai Meetings: 5-hour video meetings for up to 10 participants (150 max. particiapnts with add-on). In-meeting features include Miro whiteboards, unlimited audio/video recordings, chat, desktop/mobile screen sharing, live meeting transcription, and a meeting countdown timer
- Dialpad Ai Sales: Add-on that includes outbound auto dialers, in-call coaching, CSAT scoring, playbook adherence monitoring, and AI-powered sentiment and intent analysis with trend reports
- Ai Scorecards: Template or customizable agent scorecards with automated post-call scoring, caller intent recognition, and AI-powered call summaries. Admins can add comments to scorecards, manually grade interactions, and create questions to ensure agents follow step-by-step instructions during customer conversations
- Agent Assist: Admins can create personalized in-call agent assist cards with custom trigger words/phrases, and build chatbots that integrate with your internal knowledge base and CRM tools to offer GenAI-powered agent support during live conversations
- Ai Contact Center: The Dialpad contact center add-on gives users access to CSAT scoring, omnichannel communication, voice and digital customer self-service, and AI-powered analytics
Dialpad Pricing and Plans
Dialpad Ai Contact Center offers three plans from $95 to $170 per user/month. The lowest-tier plan offers IVR, ACD, recording, call whisper, and basic AI. Higher-tier plans add digital and omnichannel support, as well as additional AI features.
See our Dialpad pricing page for additional details.
Who Should Use It
Dialpad is best for:
- Businesses that want to scale up, over time, from a small business phone system to a complete omnichannel contact center with built-in unified communications and sales features
- Global teams, given that Dialpad includes unlimited calling in the US, Canada, and the account holder’s home country. Dialpad also offers local phone number support in over 70 countries, international phone numbers, global SMS, and affordable international calling rates
- Small or new in-house businesses looking for an affordable phone system with extensive built-in voice calling features like multi-level IVR, ring groups, and call routing
Dialpad is not right for:
- Enterprise-level hybrid contact centers needing a feature-rich, all-in-one omnichannel solution with high-capacity video conferencing and WFM tools
- Teams with extensive third-party integration needs, as Dialpad only integrates with about 10 total tools (and restricts integration access to its more expensive plans)
- Businesses of any size looking for a call center with included bundled toll-free calling minutes
How to Choose the Right Virtual Call Center Software
Though all the call center software we’ve mentioned here are among the best, that doesn’t mean that all of them are a good fit for your business.
When evaluating which call center technology to use, be sure to consider factors like:
- Pricing and Scalability: While affordability is paramount, also consider each provider’s overall value and scalability. Look for annual and monthly pricing, evaluate contract lengths and any associated termination fees, volume discounts, and additional pricing structures like pay-per-use or concurrent user plans
- Available Phone Numbers: Decide which types of phone numbers your call center needs, including local, toll-free, vanity, and international numbers. In addition to making sure your chosen provider offers all your necessary number types, see how many phone numbers are included in each plan and consider the costs of toll-free or international minutes
- Included Features: Determine which features your team needs now, which ones you could add in the future, and which ones aren’t necessary. See which providers have them and which plans include them
- Communication Channels: In addition to voice calling, consider what other communication channels you need now or plan to add in the future (SMS/MMS, email, live website chat, video conferencing, social media messaging, online faxing, etc.)
- Customer Support: Evaluate available customer support channels, ensure that both live agent and automated support are available, and see which plans include 24/7 support. Look for priority support add-ons, custom onboarding packages, and end-user training
- Security and Network Reliability: Look for providers with a minimum 99.9% uptime, global points of presence, SSO, multi-factor authentication, and security certifications like HIPAA, GDPR, SOC 2 Type 2, PCI, and ISO 27001
- Third-Party Integrations: Evaluate available third-party software integrations and APIs, and check which plans include your desired integrations
- Hardware Compatibility: Ensure your call center integrates with any existing hardware you plan to continue using, including desk phones, headsets, conference room equipment, and more
- Ease of Use: Free trials, online knowledge bases, and existing customer reviews are an excellent way to evaluate a virtual call center’s overall ease of use and expected learning curve.
FAQs
Below, we’ve answered virtual call center software Frequently Asked Questions.
