Virtual Contact Centers – How Do They Work?

Kirsten Williams
Truecaller 7.82 Call Me back Feature

Virtual call centers are considered the backbone of customer care services despite the fact that they offer other functions also, but the primary purpose of this system remains to function as a bridge between customers and the company. Despite other service channels and technologies available in the market, like social media and live chats, the virtual call center software remains at the top. About 66pc customers, according to the survey, uttered that they normally resolve an issue with a company through telephone.

Without a doubt, the virtual call center is the key to your customer operations. They are not only advantageous to customers but also, they are handy for operators since they do not have to stick to a desk telephone in an office; rather, they can work remotely, consequently increasing their productivity and efficiency.

What is Virtual Call Center Software?

A virtual call center is an application that enables inbound and outbound calling in numerous distributed locations. In this setup, the agents can make or receive calls from home or zonal offices, unlike traditional call centers. Huge call volumes can be managed through these systems via call routing, call transferring, pre-recorded answers, and many more other handy features.

How does this setup Work?

First, you need to purchase software from a provider then all the operators need to log in. It can be operated from mobile as well as from computers. However, the computer version is preferable for configuration. Furthermore, an internet connection or maybe a headset would be required to get started. Lastly, configure the software according to your need.

The software can be used to collect caller data, manage call flow, compare the incoming data with existing data to keep the system up to date, and many more.

Why Would You Require a Virtual Call Center?

You need to identify your needs to get maximum benefits. If you have remote employees that are required to deal with a large number of large numbers of incoming or outgoing calls, then you need to set up a virtual call center. In addition, due to the coronavirus pandemic, employees cannot come to the office; in this situation, a call center can call off your communication problems.

Although many companies prefer to take the services of outsourced call center service as they do not want to take the hustle of setting up a whole new team for the call center. It all depends upon your needs; that’s why you need to identify them first.

Difference Between Traditional and Virtual Call Center

The primary difference between the traditional and virtual call center is the former empowers the operator to work from anywhere, and in a traditional setup, the operators need to sit around a telephone desk. The virtual system is rooted in a cloud instead of a server accessible only from one location.

Another difference is that traditional systems require a lot of hardware, but the virtual setup just needs a computer or a mobile phone. Furthermore, there is far more feature in virtual than a traditional setup, like they can integrate with other systems like CRM while integrating data with a traditional system into a cloud-based system is far more expensive. In short, virtual systems are more flexible than their traditional counterparts.

Top Tier Virtual Call Center Software

Aircall

It is one of the top-notch call center software available in the market. The foremost perk of sing Aircall is that it is simple to use. Ecommerce and software companies use Aircall to establish call routing, IVR, and more advanced features like power dialing and CRM integration. It can also be used to analyze call data, Craft automation, and also it can be integrated with your other tools.

Negative reviews about Aircall are that its onboarding process is slow and inefficient. On the other hand, positive feedback revolve around ease of use and swift integration. They offer Essential (30$/user), Professional (50$/user), and Custom pricing plans with a 7-day free trial.

Salient features

  • API and 95+ integration
  • Call recording
  • IVR
  • SMS
  • Call queuing

CloudTalk

This software encompasses phone numbers for more than 140 countries around the world; therefore, you can expand your business throughout the world with CloudTalk. Large multinational companies, Car manufacturers, and Logistics companies use CloudTalk as their virtual call center software.

It includes call queuing, call recording, extensions, SMS support, personalized greeting, and many more advanced features. They offer Starter (25$/user), Essential (30$/user), Expert (50$/user), and Custom pricing plans also give a 14-day free trial.

Salient Features

  • Unlimited inbound and intracompany calls
  • ACD
  • Mobile Application
  • Call flow designer
  • Click to call

TalkDesk

TalkDesk features many different products; however, this is primarily a virtual call center software. It includes a self-service portal, workforce management capacities, employee collaboration tools, and robust CX analytics. In addition, they have a mobile app that enables sales and services representatives to make and receive a call from anywhere.

G2 reviewers give it positive ratings, crowning its simplicity, interface, and valuable reports. Although some customers wished for analytic and call recording features in TalkDesk. Pricing plans include Essentials (75$/user), Elevate (95$/user), Elite (125$/user).

Salient Features

  • TalkDesk studios
  • Real-time dashboard
  • API access
  • 60+ out-of-the-box integrations
  • Virtual agent

Five9

This software is considered handy for restaurants, retailers, and professional service providers. Five9 can manage customer relationships across voice; in addition to that, it has features like email, social, SMS, videos, and many more. It is regarded as one of the best call center software for companies with different service channels. Other than that, Five9 offers other phone solutions which you can use to expand internally and externally. However, there are no pricing details available for Five9.

Salient Features

  • Multichannel ticket routing
  • Predictive dialing
  • Web call back
  • Intelligent virtual assistant
  • Workflow automation

Ending Thoughts

In this article, we provided you with a thorough detail about virtual call center software; we listed the detail of top-notch software providing call center services with the best reviews so that you could analyze them and choose the best for your business. Virtual call centers are the need of the hour as they are the backbone of customer care and service, which is now a vital part of any brand.

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