What does virtual call center software do, how does virtual call center software enhance agent productivity? These and more are things we will be handling in this post.
A virtualized customer care technology does not require experts in virtual assistant infrastructure, administrators, and agents to be globally dispersed. Your contact center staff only requires a workstation and Internet connectivity.
The opportunity to engage qualified employees regardless of location, the simplicity of hiring agents across several time zones to provide around-the-clock customer service, and lower overhead and maintenance expenses are just a few of the benefits of virtual call center installations.
Virtual call centers with an uptime SLA offer built-in continuity for contact center disaster recovery planning, which facilitates the process of sustaining service levels even during a network outage or natural disaster.
See also: 13 Best Free Help Desk Software And Ticketing Systems 2023
When compared to installing and configuring a hardware-based solution, implementing a virtual call center has significant advantages in terms of time and cost to get up and running.
Deployment in the cloud takes just minutes, and since there are no servers to purchase, capital expenditures are reduced. Employees in virtual call centers could be spread across distant offices or work from home.
Virtual call center software can make or break your organization when your agents have dispersed abroad and operate from home.
Physical call centers frequently run into issues with slow responses, noise complaints, or just not allocating the correct person to the case.
Advantages of Virtual Call Center
But first, what advantages can call center tools to offer? Companies who use virtual call center software correctly can reap a variety of benefits, such as:
- Boost consumer brand loyalty More repeat customers result from improved customer service. Customers are more likely to depart with a favorable impression of your company if agents can resolve their issues quickly.
- Better call quality results in extremely efficient calls that enable agents to address client issues more quickly and increase client happiness.
- Increased business growth – Removing distractions from your calls increases confidence and trust when interacting with customers. In order to keep clients and grow your business, your customer service experience will become increasingly important.
- Fewer noise complaints – Once you’re able to minimize or eliminate interruptions on both sides of a call, you’ll receive more lucid customer dialogues without the headache of back-and-forth or misunderstandings.
- decreased expenses A variety of equipment was often required by call centers to manage data, handle calls, and process requests. Today, however, there is no longer a need for such clumsy solutions that required ongoing, expensive renovations and extensions.
- The use of specialized software can be used to manage every aspect of your call center operations. without having to buy any additional hardware.
Now that you understand why these tools are important, let’s guide you in choosing which tools to put first in your tool stack.
What to Look for in Software for Virtual Call Centers
The following are the essential features of the ideal call center software:
- Cloud-based VoIP calling
Cloud-based calling, often known as Voice over Internet Protocol (VoIP), is the foundation of a virtual call center. With no need for landlines, your agents may place and receive calls from anywhere as long as they have access to the Internet.
- Customer data and CRM integration
When a customer phones in, you want to make sure your agent has all the necessary information so they don’t have to repeat what they’ve already stated. This can be accomplished by utilizing virtual call solutions that work with current CRMs like Salesforce or ones that track and store customer information on their own.
In order to discover the best answer, this makes it simpler for your workers to swiftly catch up on prior customer contacts. Post-call surveys can measure how satisfied customers are with your agent’s assistance.
- Call recording
It goes without saying that your call center software must be able to record calls in order to support user training and quality control.
Using scripts enables agents to know precisely what to say and when. The majority of virtual call center software alternatives include agent scripting by default; for some, you may need to download an app.
- Call monitoring
Call monitoring enables supervisors to hear calls while they are being made Without the caller’s or the agent’s knowledge, for quality control and training purposes.
Call Center Solutions come in two varieties:
- In-house call
You will have control over the phone systems with on-premises systems, but you will need to pay for the hardware as well as the time and money required to maintain the system. This type of arrangement has the additional drawback of limiting a company’s capacity to expand to various locations. Cloud-hosted contact center software overcomes all of these drawbacks.
- cloud-based phone
There won’t be any hardware required and the cost of cloud-hosted call center software will depend on usage. Additionally, there won’t be a requirement for installs. It provides advantages like security and constant data accessibility.
Best Virtual Call Center Technologies
1. Dialpad Call Center
While your contact center operators are on a call, Dialpad Contact Center’s real-time AI-powered help offers suggestions. Uber, HubSpot, and Stripe are just a few of the amazing 70,000+ firms that Dialpad counts among its clients. This platform is the one for you if you’re seeking a solution with artificial intelligence (AI) capabilities to enhance the caller experience. Smaller companies seeking a virtual business phone system will find Dialpad to be suitable.
Five9, a reputable cloud contact center platform with more than 2,000 users worldwide, was founded in 2001. The most notable example is Five9, which was acquired by Zoom in July 2021. Pay attention to any changes to their platform as a result.
If you operate a call center for restaurants, shops, or other professional services, you ought to use this software. If you wish to handle several channels from a single location, this solution combines phone and text messaging, email, social media, and video.
CloudTalk is a remote call center software that supports more than 2,500 call centers and phone systems, including those used by DHL, Glovo, and Mercedes-Benz. It is integrated with all the major players, including Zendesk, HubSpot, and Salesforce.
Its features and current user base make it the best option for global logistics firms, auto manufacturers, and organizations of a similar nature. In addition, CloudTalk features a simple onboarding procedure, so your team won’t require as much training.
The user experience of this relatively new all-in-one solution has received raving reviews from many call center staff. Since its establishment in 2014, Aircall has offered more than just the essentials of virtual call center software. More than 60 apps and integrations are connected to it.
Keep in mind that Aircall is popular among retail, e-commerce, and IT businesses that require traditional call center services like voicemail and call queuing in addition to the vast functions you may acquire through Aircall’s connectors. In fact, this is one of the few tools that link to the majority of e-commerce platforms so you can see the entire purchasing experience of your customers.
The call center software included in Talkdesk’s line of customer service products is called Talkdesk CX Cloud. It makes use of AI to direct virtual agents in real-time and to assist clients in finding solutions before they even contact your representatives.
This approach works well if you want to reach and interact with customers contextually. This implies that you can speak with clients on their chosen communication channels, right there where they are. The outcome? enhanced client experience because you can answer questions without delay, irrespective of the network.
Another support desk program, Freshdesk, connects its ticketing system with its integrated phone program, Freshcaller. It also makes use of AI technology to guide personnel as they converse with clients in real time.
You can manage both incoming and outgoing calls using this tool’s built-in telephony solution (VoIP phone system). It’s better suited for companies looking to purchase an inexpensive international contact center (as opposed to smaller or medium-sized organizations).
Zendesk, a market pioneer in helpdesk software, offers a cloud-based voice solution for call centers. By keeping track of open cases, its VoIP technology and ticketing system enable agents to deliver individualized, seamless service. Given that it may be utilized by organizations of all sizes, Zendesk is versatile. As a result, if you’ve just opened your own call center, this is a smart choice that can scale.
It is also among the solutions on this list with the greatest integrations, allowing it to adjust to your current technology. The flexibility of this software to integrate with over 90 phone service providers is another selling point. Alternatively, Zendesk can function as a stand-alone source of phone service.
Genesys can be the best choice for you if you want a reputable, well-established software option. Genesys, which was established in 1990, positions itself as the top all-in-one contact center software. It touts a 99.999% uptime and serves more than 2,700 companies in more than 80 countries. Whether you run your support continually or only during work hours, this is great is all your choice with Genesys.
The call centers and customer experience organizations that range in size from mid-sized to large are most suited for this product. If you wish to speed up customer communication across numerous networks, such as traditional phone support, social media, internet forms, and live support Genesys is the best.
is a well-known business communications company that makes top-notch call center software. The prices for all of their goods are reasonable, and new agents can quickly become proficient with the Nextiva platform. The fundamental functionalities can be configured for you by Nextiva if all you require is voice communication. You can also include email, text messages, and chat. It is billed as Nextiva Contact Center rather than just a call center because it can support these more channels. The call center is cloud-based, thus deployment is quick and hardware is not needed.
Without shelling out a ton of cash or having to wait months before you can utilize the phones, RingCentral can assist you in setting up a call center. You can support any channel, but RingCentral offers call management at a reasonable price if that’s all you need. It’s an easy upgrade if you want to add channels in the future. RingCentral runs on almost any technology and includes a ton of pre-built connectors with well-known programs. By doing this, disruption and unexpected costs will be reduced.
Without running any new wires or needing to wait months for deployment, you can set up your call center with the correct software. Choose the channels you require from phone, video, chat, and text to build up your team in hours rather than months. There isn’t any pricey hardware to purchase.