10 Virtual Call Center Software To Improve Your Business

Virtual Call Center has become an essential part of business for companies who want to improve customer relations and increase sales. It allows businesses to interact with customers through voice, text, and chat. Since 2019,  the use of Virtual Call Center has increased by 25%. According to a study by Grand View Research, the global Virtual Call Center market is projected to reach $17.12 billion by 2030.

The pandemic even accelerated the setup of virtual call centers. Companies not using this technology before are now shifting to a remote workforce and investing in the tools they need to continue providing excellent customer service.

Some challenges come with setting up a Virtual Call Center. The most important one is finding the right software that meets the needs of your business. With so many options on the market, it can be overwhelming to find the right one. It is essential to have a tool that is easy to use and set up so you can get started quickly.

This article will help you choose the best software for your business by providing an overview of the ten best Virtual Call Center Software available in the market.

What is a Virtual Call Center Software?

A Virtual Call Center Software is a tool that helps businesses interact with their customers through voice, text, and chat. It allows companies to process customer inquiries and complaints, schedule appointments, and provide customer support.

The software includes automatic call distribution, call waiting, forwarding, caller ID, voicemail, and call recording. It also offers reporting and analytics so businesses can track their performance and improve customer service. These processes are essential for companies to enhance customer relations and increase sales.

Companies like Amazon, Apple, and Samsung use Virtual Call Center Software to provide excellent customer service. For example, to provide 24/7 customer support, Amazon uses a Virtual Call Center Software called Amazon Connect. This system allows them to route customer calls to the right agent based on skills and availability. As a result, they can provide quick and efficient customer service.

The 10 Best Virtual Call Center Software

Of course, your business is not Amazon or Apple, but if you want to provide the best quality service for your patrons, you’ll need to find the best Virtual Call Center Software for your business. Here is a list of the software you can use to improve your business.

1. 8x8

8x8 was founded in 1987 and began selling cloud VoIP services in 2004. Today, it serves over 1 million companies in more than 160 countries. It's been pronounced a worldwide leader in the Gartner Magic Quadrant for UCaaS 10 times by 2021.

UC 8x8 is a cloud-based unified communications technology that includes voice, online faxing, video conferencing, chat, and APIs. It lets employees have business discussions in one location regardless of where they are in your company (no matter where they are).

It makes company-wide collaboration easier. Employees may now engage freely on their phones, while executives can gain a bird's eye view of cross-functional initiatives. 8x8 has a long-standing reputation for reliability. And customer service is always available to help with issues.

PRICING: Each service must be paid separately, and you will not be charged for anything you do not need. You can choose between SMS, Chats Apps, Video Interaction Services, and Voice.

2. FreshDesk

FreshDesk lets customers be impressed by availability in the channel of their choice. They can enjoy live chats, calls, or even co-browsing.

This system is designed to serve as an all-in-one solution for providing quality customer service. FreshDesk is trusted by 50,000+ companies worldwide.

FreshDesk offers the following services:

• A help desk to track and solve customer issues
• A knowledge base to store answers to common questions
• A community forum to engage customers and get feedback
• A ticketing system to manage customer requests
• Live chat to provide real-time assistance

PRICING: The price of this software ranges from $15-$79 per agent per month.

3. RingCentral

RingCentral makes connecting with your teams from anywhere in the world easy. The software makes it easy to set up, use, and manage your communications in one app.

Your Virtual Call Center  will benefit from features like:

• A mobile app that lets employees use their business number on their devices
• A desk phone with HD audio and advanced calling features
• An online meeting platform with video conferencing and screen sharing
• Integrated fax so you can send and receive faxes without a dedicated machine

PRICING: The price of this software starts at $19.99 per user per month.

4. Zoho Desk

Zoho Desk is used by over 50,000 businesses across the world to boost agent productivity, enhance client happiness, and create loyalty. Zoho Desk is the industry's first context-aware help desk for customer service transformation. It is good at doing things manually over and over again. It also helps with complex processes involving many different people or groups.

To create a more efficient business, Zoho provides you with the tools to measure and improve productivity in your organization. Zoho Desk spots bottlenecks in your processes and always keeps you accountable.

Zoho Desk features the following:

• A visual report builder to help you make sense of your data
• An AI-powered assistant to automate tasks
• A knowledge base to centralize information
• Integrations with popular business tools

PRICING: The price of this software starts at $14 to $40 per agent per month.

5. Pipedrive

Pipedrive is a sales management tool to help small and medium-sized businesses close more deals. It is used by over 100,000 companies worldwide. Compared to other tools, Pipedrive has seamless marketplace integrations like chatbots, email marketing, lead generation, phone solutions, resource management, accounting and invoicing, and many other tasks. All of these tasks are essential in running a business efficiently.

Pipedrive features the following:

• A visual deal pipeline to help you see where each deal is in the sales process
• Automatic activity logging to keep track of your progress
• A mobile app to keep you productive on the go
• Integrations with popular business tools

PRICING: The price of this software starts at $12.50 to $74.90 per user per month. You can always try their services for free for 14 days.

6. Zendesk

Zendesk is a cloud-based customer support software that is quickly set up and highly configurable. Zendesk provides a complete suite of tools to streamline the customer support process. It is used by over 100,000 businesses worldwide. Companies of all sizes in various industries make it simple for consumers to do business with them by using Zendesk.

Zendesk has the following top features:

• Ticketing system
• Messaging & live chat
• Help Center
• Voice
• Community forums
• Reporting & analytics
• Answer Bot
• Customer service software
• Ticketing system software
• Live chat software
• Knowledge base
• Forum Software
• Help desk software

PRICING: The price of this software starts at $49 to $99 per agent/month.

7. Aircall

Aircall is a cloud-based phone system for modern businesses. Practically designed for remote teams, Aircall offers unlimited concurrent calls, queue call back, call recording, pause-resume recording, time-based routing, parallel calls, CRM integrations, and other beneficial services. With Aircall, you can set up your business phone line in minutes and manage all your calls and contacts from one central place.

Aircall provides the following features:

• A drag-and-drop call dashboard to manage your calls
• An AI-powered assistant to automate tasks
• A mobile app to make and receive calls
• Integrations with popular business tools

PRICING: The price of this software starts at $30 to $50 per user/month.

8. TalkDesk

TalkDesk is an end-to-end cloud contact center software designed to increase your team's productivity. It offers various features such as an AI-powered agent console, automatic call recording, real-time monitoring, and more. TalkDesk has received more than 30 certifications scaling to more than 160 countries for instant phone provisioning.

TalkDesk provides the following features:

• Digital Virtual Agent
• Ai-automated QM Assistance
• Omnichannel Feedback
• Plug & Play Communications
• Real-time Sensors and Automations

PRICING: The price of this software starts at $75 to $125 per user/month.

9. Genesys

Genesys is a leading provider of customer service and contact center software. They serve more than 11,000 companies in over 100 countries. Genesys offers omnichannel engagement solutions that enable businesses to provide consistent and personalized customer experiences across all channels.

Genesys has the technology to help you connect with customers in many ways. You can use this technology to connect with customers on any channel, including marketing, sales, and service. The technology will also help improve employee experiences.

Genesys provides the following features:

• A customer service platform
• An omnichannel contact center
• A digital experience platform
• CPaaS solutions
• Workforce management tools
• Analytics and artificial intelligence

PRICING: The price of this software starts at $75 to $150 per user/month.

10. Five9

Five9 is a cloud-based contact center software that helps businesses deliver customer experiences. It enables you to rethink the customer experience, convert ideas into reality, and achieve concrete business results. Five9, as an intelligent cloud contact center, allows you to connect with customers on their preferred channel and save time by automating tasks and using the power of practical AI, automation, and the cloud.

Five9 has the following features:

• APIs & SDKs
• Supervisor Tools
• AI Agent Assist
• Unified Communications

PRICING: The price of this software starts at $149 to $229 per user/month.

Essential Agent Roles For Your Virtual Call Center

Now that you know the basics of a virtual call center and the different software you can use, it’s time to learn about the different types of agents that work in a virtual call center. In an article earlier posted here in Virtudesk, we have listed five essential roles. However, this article has selected three roles that will initially complete your virtual call center setup.

There are three essential agent roles in a virtual call center:

1. Live Chat Agent

A live chat agent is responsible for providing customer support through live chat. They are responsible for responding to customer inquiries and providing assistance with product questions.

2. Customer Service Representative (CSR)

A customer service representative is responsible for providing customer support over the phone. They are responsible for responding to customer inquiries and resolving customer issues.

3. Subject-Matter Expert (SME)

A subject-matter expert is an agent who is an expert in a specific product or service. They are responsible for supporting customers who have questions about a product or service.

These are the three essential agent roles in a virtual call center. Each role is important and plays a vital part in providing customer support. If you want to know more about how to set up your virtual call center and what software you should use, fill out the form on this page and one of our Consultants will get in touch with you.

More Articles From Virtudesk:

• 5 Best Virtual Call Center Agent Roles You Should Start Outsourcing
• Help Your Business Grow by Getting the Best Virtual Receptionist Services
• 47 Tasks to Delegate to Your Administrative Virtual Assistant
• Outsourcing the Best Answering Service Virtual Assistants