When your agents work from home and are distributed globally, virtual call center software can make or break your business. Here’s what to look for when searching for contact center solutions, along with a list of the best virtual call center software you can find in 2021.

What to Look for in Virtual Call Center Software

  1. VoIP/Cloud-Based CallingVoice over Internet Protocol (VoIP), or cloud-based calling, is the backbone of a virtual call center. Being free from landlines means your agents can make and take calls from anywhere so long as they have an Internet connection.
  2. CRM Integration/Customer Data  – When a customer calls in, you want to ensure your agent has all the relevant data so the customer doesn’t have to repeat what they’ve said before. This can be achieved by working with virtual call center software that integrates with an existing CRM like Salesforce or one that internally tracks and stores customer data. This makes it easier for your agents to quickly get up to speed on previous customer interactions as they work to find the best solution.
  3. Surveys – Post-call surveys can gauge customer satisfaction with your agent’s support. 
  4. Call recording – Of course, your call center software needs to be able to record calls for training purposes and quality assurance.
  5. Scripts – Scripting allows agents to know just what to say at the right time. Most virtual call center software options have built-in agent scripting; others may only have that capability if you install an app.
  6. Call monitoring – Call monitoring allows managers to listen in on live calls, without the agent or caller knowing, for training purposes and to ensure quality.
  7. Call whispering – Call whispering allows managers to speak discreetly to the agent, without the caller knowing, to help them provide the best service possible.
  8. Call barging – Call barging allows managers to join a call and speak to both the agent and the caller. This helps the manager rescue a phone call that’s going poorly, especially if the agent is inexperienced.
  9. Call masking – Another important feature for virtual call centers, call masking allows you to control how your number shows up when you call a customer. You’ll want a local number so you can increase the chance that the customer will answer. 

Top 8 Virtual Call Center Software in 2021

1. Genesys

If you want a well-established software option with a solid reputation, this might be for you. Founded in 1990, Genesys bills itself as the leading all-in-one contact center software. It serves more than 2,700 organizations in 80+ countries and boasts a 99.999% uptime.

Key Features

  • Allows you to use native or third-party AI chatbots
  • Predictive routing
  • Voicebots
  • Inbound and outbound calls
  • Call recording
  • Call queuing
  • Call monitoring
  • Call whispering
  • Call barging
  • Managers can monitor any in-progress interaction, from calls to emails
  • Robust customer data that you can organize, search, and create reports for in the dashboard
  • Allows you to customize scripts
  • Integrates with hundreds of apps, including Salesforce
  • Unlimited chat and email routing
  • SMS and messaging apps routing
  • Voicemail
  • Screen recording
  • Platform APIs 

Pricing

Genesys Cloud CX pricing starts at $75/month or $0.68/hour

2. Zendesk

Already a leader in helpdesk software, Zendesk provides its own cloud-based voice solution for call centers. Its VoIP technology is linked to its ticketing system, allowing agents to provide personalized, seamless support by tracking open cases.

Key Features

  • Real-time reporting
  • Real-time monitoring
  • Call recording
  • Support tickets
  • Automatic ticket creation for each call
  • Call queuing
  • Call monitoring
  • Built-in VoIP and integration capabilities with 90+ telephony providers
  • Centralized communication: calls, voicemails, texts, emails, chat, and social messaging in one space
  • App directory lets you customize with add-ons like advanced call transcription
  • IVR routing, group routing, overflow, and after-hours routing
  • Customers can request callbacks instead of waiting on hold
  • Script capabilities via Zingtree.com and Agent Scripting App
  • AI-powered chatbot

Pricing

Zendesk Suite pricing starts at $49 per agent/month (billed annually). They offer a free 14-day trial.

3. Freshdesk

Freshdesk is another helpdesk software that links its ticketing system with its built-in phone software, Freshcaller. It also leverages AI technology to provide real-time guidance to agents talking to customers.

Key Features

  • Call monitoring
  • IVR routing and business-hours routing
  • Convert calls into tickets
  • Make calls from within Freshdesk via Freshcaller
  • Call masking allows you to buy a local number in over 40 countries
  • Call recording
  • Queuing
  • Support tickets
  • Custom reports
  • Dashboard that monitors tickets, trends, and groups
  • Customer satisfaction surveys
  • Agent scripting
  • Provide support via chat messaging, email, phone calls, an AI-powered chatbot, social media, WhatsApp
  • AI-powered Agent Assist provides guidance to agents to help them improve their customer service
  • Agent scripting is available via apps in AppConnect

Pricing

To get phone call capabilities, you’ll need to purchase a Freshdesk Omnichannel subscription. This starts at $99/month (billed monthly). Freshdesk offers a free 21-day trial.

4. Talkdesk

Talkdesk CX Cloud is the call center software offered in Talkdesk’s suite of customer service products. It takes advantage of AI to help customers find answers before even reaching your agents and also uses AI-powered recommendations to guide your agents in real-time.

Key features

  • Click to place calls directly from the helpdesk, CRM, e-commerce platform, or website
  • Voicemail transcription, notifications, and metrics
  • Automatic call distributor (ACD)
  • IVR system
  • Forward calls to mobile phones or landlines
  • Integrates with Zendesk, Salesforce, Shopify, and more
  • Support ticketing system
  • Call monitoring
  • Call barging 
  • Call queuing
  • Call recording
  • Talkdesk Live is a dashboard that lets you track performance in real-time
  • Talkdesk Explore provides custom reports and dashboards
  • Local caller ID 
  • Customer surveys

Pricing

Pricing for Talkdesk depends on agent subscription, phone numbers, and call minutes. The prices are not published on their website, but the site says plans start at $65 per seat per month.

5. Aircall

Many call center employees rave about the user experience of this relatively new all-in-one solution. Founded in 2014, Aircall boasts all the basics of virtual call center software and then some. It connects to more than 60 apps and integrations.

Key Features

  • Set business hours for when you can receive calls
  • Voicemail
  • Call routing
  • Get toll-free numbers with local area codes as well as international numbers in 100+ countries
  • IVR directory
  • Warm transfer lets team members check in with each other before transferring an in-progress call
  • Call queuing
  • Ring groups
  • Callers can request callbacks
  • Call recording
  • Forward calls to a mobile device
  • Call center analytics
  • Live feed
  • Call monitoring
  • Call whispering lets you speak to teammates on a live call without the customer hearing 
  • Integrates with Salesforce, Zendesk, HubSpot, Intercom, and more

Pricing

An Aircall subscription starts at $40 per user per month. Aircall offers a free 7-day trial.

6. CloudTalk 

Used by DHL, Glovo, and Mercedes-Benz, CloudTalk powers more than 2,500 call centers and phone systems. It integrates with all the big players, such as Salesforce, HubSpot, and Zendesk.

Key Features

  • Sentiment analytics (available upon request)
  • Call queuing
  • Call recording
  • Call masking
  • Call forwarding
  • Voicemail
  • Number porting
  • Toll-free numbers and international numbers from more than 140 countries
  • Set business hours for when you’re available to take calls
  • SMS/text messages
  • Automated Call Distribution (ACD)
  • IVR menu
  • Skills-based routing
  • Ring groups
  • Customers can request callbacks
  • Warm transfer lets you discreetly speak to another agent before transferring the caller
  • Customer history data
  • Call monitoring
  • Call whispering
  • Call barging

Pricing

CloudTalk subscriptions start at $25/month (billed monthly). They offer a free 14-day trial on any plan.

7. Five9

Founded in 2001, Five9 is a well-established cloud contact center software with more than 2,000 customers across the globe. Most notably, Five9 was acquired by Zoom in July 2021, so keep an eye out for how their platform may change due to this.

Key Features

  • 99.994% uptime in the last 12 months
  • Agent scripting
  • Call center data importing lets you import call lists and contacts
  • Personalized dashboards to monitor stats in real-time
  • Call recording
  • Call monitoring
  • Call whispering
  • Call barging
  • Speech recognition and text to speech
  • Toll-free numbers
  • Voicemail
  • Customers can request callbacks

Pricing

Five9 does not publish prices on its website. You must request a quote. There are no free trials advertised either.

8. Dialpad Contact Center

Dialpad Contact Center has real-time AI-powered assistance, providing suggestions to your contact center agents while they’re on a call. Dialpad boasts an impressive client list of more than 70,000 companies, including Uber, HubSpot, and Stripe.

Key Features

  • Omnichannel interactions
  • AI-powered assistance in real-time
  • Customer insights
  • Call center analytics
  • Call queuing
  • Call recording
  • Call monitoring
  • Call barging
  • IVR system
  • Integrations
  • Customer satisfaction surveys
  • International numbers 
  • Voicemail
  • Real-time dashboards
  • Customers can request callbacks

Pricing

Dialpad does not publish its Contact Center software pricing. You must request a quote. Dialpad offers a free trial for its Pro subscription.

The App Every Virtual Call Center Software Needs: Krisp Noise Cancellation

Working in a virtual call center creates unique noise challenges for work-from-home employees. Because your agents are not in a controlled environment (the office), there can be a cacophony of disruptive sounds that ruin a customer call.

One of the easiest ways to prevent background noise is to use noise-cancellation technology. Krisp is a noise-cancelling app that integrates with any virtual call center software you choose for your agents. It’s easy to install and works silently in the background, identifying unwanted noise and eliminating it. 

Which Virtual Call Center Software Will You Choose?

As you can see, there’s no shortage of virtual call center software options out there. Many of them offer free trials, so you can take them for a test drive to ensure they’re the right fit for your remote team. With the right contact center solution and a solid noise-cancellation app, your call center will be poised for explosive growth and happy customers.