Software Overviews

In fact, the cloud-based contact center market is expected to grow by 21.3% by 2030, to a sum total of $82.43 billion. Teams are increasingly working remotely, while customers consistently expect instant and personalized service. Because of this, virtual tools have become a must-have for call centers. But choosing the right software can feel like navigating a tech jungle: there are hundreds of options that all promise to change the way your business operates, so how can you know which one is right for you? We’ve put together a comprehensive guide to virtual call center software to cut through the noise and give you tips on how to find the perfect match for your business. Whether you’re trying to improve your customer service or streamline your operations, we’ve got you covered. Let’s dive in. Top Features to Look for in Virtual Call Center Software When looking for the right tool, don’t just go for the shiniest, newest one that looks the most attractive or has the best reviews. You need to choose a tool that transforms your contact center the way you need it to. Here are some must-haves to look out for: AI-powered capabilities Artificial intelligence is slowly incorporating itself into multiple areas of life, and call centers are no exception. Chatbots are capable of handling FAQs without the need for a live agent, while speech analytics can gauge customer emotions and sentiment to help agents tailor their responses. AI tools lighten the load for human agents while personalizing each experience for the customer in such a way that they might not guess they’re talking to a robot. Omnichannel communication Customers connect from everywhere – phone, email, web chat, third-party messaging apps, social media – you name it, they’re there. Your call center needs to be able to keep up with the various channels customers use – in the most efficient way possible. Omnichannel communication keeps all interactions flowing in one unified platform, so agents don’t have to keep switching between windows constantly, and customers don’t have to repeat themselves. Real-time analytics and reporting You can’t improve what you don’t measure. Real-time analytics and reporting give you valuable insights into how effective your call center operations are. Without them, you’d have no real direction or idea how your agents are performing – and how satisfied your customers are. Real-time analytics are usually tracked with dashboards that display KPIs like customer satisfaction, first-call resolution, and anything else that’s relevant to your business. Having this data readily available enables data-driven decision making, strategy fine-tuning, and trend spotting, easily and quickly. Integration with CRM systems A good CRM integration is the backbone of any call center software. It gives your agents access to full customer histories, preferences, buying patterns, previous interactions, and allows them to personalize each conversation based on customer data. Instead of canned responses that sound like they’ve come from a script, agents can provide tailored responses that resonate with customers. Plus, having a seamless connection between your CRM and call center software keeps everything organized and automated, reducing wasted time on calls and preventing agents from forgetting to log important information. Predictive dialer technology For any outbound call centers, predictive dialers are the biggest must-haves. They leverage algorithms to only connect agents to calls once they’re answered by a human. They can skip busy signals and wrong numbers, and even detect voicemails with AMD. It’s like having a built-in GPS system that finds the fastest route to productivity by reducing idle time and maximizing talk time. Remote agent management tools Without the right tools in place, managing a remote team can feel like the biggest challenge of them all. Managers need to know how their remote agents are performing, but it’s not as easy as simply walking over to them in an office and having a chat. Real-time monitoring and performance tracking is essential for remote teams, and without collaboration tools in place that keep everyone on the same page, your team will feel disconnected and unproductive. Keeping your remote agents engaged means having the right platforms in place that keep them connected, no matter where in the world they’re based. Top Virtual Call Center Software Options for 2025 Software Key features Best for Pricing 1. Voiso Advanced analytics, intuitive interface, call routing, and compliance tools. Small to mid-sized contact centers. Starts at $49 per user per month. 2. Salesforce Service Cloud AI-driven insights, omnichannel support, and strong CRM integration. Medium to large business and enterprises. Starts at $25 per user per month. 3. Nextiva Unified communication tools, reliable VoIP, and excellent customer support. Small to medium businesses and enterprises. Starts at $25 per user per month. 4. 3CX Easy setup, call handling, video conferencing, and integration with third-party apps. SMBs and enterprises looking for flexibility. Custom price model available on request. 5. Talkdesk AI-powered automation, seamless integrations, and omnichannel capabilities. Enterprises and fast-growing companies. Starts at $85 per user per month. 6. RingCentral Scalable VoIP, team messaging, video conferencing, and integrations with popular tools. SMBs and large corporations. Starts at $69 per user per month. 7. JustCall Simple call center setup, SMS integration, and CRM compatibility. Startups and small businesses. Starts at $19 per user per month. 8. Aircall Cloud-based VoIP, user-friendly interface, and team collaboration features. SMBs and remote teams. Starts at $25 per user per month. 9. Genesys Cloud CX AI and analytics-driven customer experience, omnichannel support, and scalability. Enterprises with complex needs. Starts at $75 per user per month. 10. CloudTalk International calling, call tagging, and performance monitoring. SMBs and mid-market companies. Starts at $25 per user per month. 11. Five9 Intelligent routing, CRM integration, and AI-driven automation. Mid-market and enterprise companies. Custom quotes available on request. 12. UJET Mobile-centric customer support, CRM integration, and AI tools. Modern contact centers from SMB to enterprise. Custom quotes available on request. 13. Sprinklr Service Unified CX management, social media integration, and AI-driven insights. Enterprises managing multiple channels. Custom quotes available on request. 14. Avaya Robust communication suite, reliable VoIP, and collaboration tools. Large companies and enterprises. Starts at $25 per user per month. 15. Webex Contact Center Advanced AI features, seamless Webex ecosystem integration, and excellent scalability. Remote teams and enterprises. Free basic plans. 1. Voiso Voiso’s powerful cloud-based contact center software is designed to make communication effortless for small to medium businesses. It’s the ideal solution for teams who want to hit the ground running thanks to its intuitive interface and super quick setup. Whether your focus is on customer support, sales, or managing multiple communication channels, Voiso gives you the tools to deliver top tier customer experiences. What sets Voiso apart is its ability to increase team productivity with AI-driven tools like speech analytics and chatbots. They not only streamline workflows, but provide actionable and valuable insights into customer experiences, allowing teams to make smarter, data-driven decisions. Plus, Voiso’s automation capabilities take the repetitive, everyday tasks off your agents’ desks, giving them more time to focus on meaningful interactions. Voiso’s combination of user-friendliness, advanced technology, and time-saving automation makes it the best solution on the market for personalized and efficient support at scale. Key features Advanced analytics: Voiso’s in-depth reporting and insights help businesses track performance metrics and optimize workflows, while improving customer experiences with relevant data. Intuitive interface: Voiso is easy to navigate, meaning teams can get started quickly and easily without a steep learning curve. Call routing and customization: Smart routing ensures callers are routed to the most appropriate agent, improving customer satisfaction. Compliance tools: Built with compliance in mind, Voiso adheres strictly to industry regulations like GDPR and PCI DSS. Integrations: Voiso has native integrations with popular CRMs and multiple other tools, making it easier to keep customer data in the same place. Pricing Voiso uses a per-seat pricing model, so businesses pay per agent using the platform. It starts at $49 per user per month and goes all the way up to $129 per user per month. You can also create a custom plan designed specifically for your business needs. Voiso’s flexible structure is ideal for scaling teams who want the freedom to add and remove seats on the fly. Plus, it’s more cost-effective than other players in the market. 2. Salesforce Service Cloud Salesforce Service Cloud is a leading customer service platform that aims to help businesses of any size provide top tier support across all communication channels. Built on Salesforce’s powerful CRM infrastructure, Salesforce Service Cloud is the ideal solution for any team looking to streamline their customer interactions while improving efficiency and delivering personalized experiences at scale. Salesforce Service Cloud unifies all channels, from phone to email and social media to web chat, into one platform. But what really makes it stand out is its scalability and adaptability. It offers tools and integrations that can easily grow alongside your team, whether you’re a small startup or a scaling enterprise. Key features Omnichannel support: Service Cloud brings all communication channels together into a single interface, improving consistency and providing support for customers no matter where they’re contacting from. AI-powered tools: Service Cloud’s Einstein AI gives intelligent recommendations to agents, as well as predictive insights and automated workflows to help them resolve issues faster. Case management: Agents can track, prioritize, and resolve cases with an intuitive system that ensures nothing gets overlooked. Self-service options: Customers can help themselves with self-service portals, chatbots, and FAQs, improving satisfaction and reducing agent workload in the process. Pricing Plans typically range from $25/user per month for basic support features, to $300/user per month for advanced tools and customization. Salesforce also offers enterprise solutions with tailored pricing models to meet the more specific needs of largescale corporations. 3. Nextiva Nextiva’s comprehensive communication platform is designed to streamline customer interactions and internal collaboration for businesses of all sizes. It’s most well known for its reliable VoIP services, going beyond traditional communication tools with its all-in-one calling, video conferencing, messaging, and team collaboration solution. Nextiva’s user-friendliness makes it an easy solution to get set up with fast, making it a favourite among small-to-medium businesses. And with its advanced tools like call analytics and CRM integrations, Nextiva delivers smooth and scalable experiences tailored to your business needs. Key features Reliable VoIP: Nextiva’s crystal-clear call quality and highly reliable uptime make it the perfect choice for businesses that rely on voice communication. Unified communication: With unified phone, messaging, and video collaboration, your team can stay connected and efficient. Call analytics: Nextiva’s detailed reports and dashboards provide actionable insights into call performance and team productivity. CRM integration: Customer information is always up-to-date and accessible with Nextiva’s seamless CRM integration. Pricing Plans usually start at $25/user per month for essential features like voice calls and basic analytics, while more advanced plans go up to $65/user per month and include integrations, call recording, and analytics. 4. 3CX 3CX is a flexible communication platform that enables businesses to manage their phone systems and video conferencing from one place. It’s a cost-effective solution that scales with your business, making it a popular choice among companies looking to streamline their communication needs without sacrificing on quality. Its standout features include its ability to be on-premise, in the cloud, or via a hybrid setup, giving businesses the freedom to choose what works best for them. Key features Unified communications: 3CX offers a complete suite of communication tools, including VoIP, video calls, messaging, and much more, all integrated into one platform. Cost efficiency: With no expensive licensing fees, 3CX is a budget friendly option for businesses of all sizes. Third-party integrations: Works with popular CRMs and productivity apps to improve workflows. Deployment flexibility: Being able to choose between cloud-based, on-premise, or hybrid makes it a flexible solution that tailors to your infrastructure and preferences. Pricing Licensing at 3CX is usually based on the number of simultaneous calls rather than per user, which can be more effective for larger teams. It offers a free tier that includes basic features like video conferencing and VoIP for small teams, as well as paid plans from $145/year. 5. Talkdesk Built for enterprises and high-growth companies, Talkdesk’s innovative contact center platform focuses on delivering personalized customer experiences that are scalable and seamless. It integrates AI-powered tools and omnichannel support into its cloud-based system to streamline support, empowering teams to handle interactions efficiently across multiple platforms. Talkdesk’s advanced automation and analytics capabilities guarantee that customer issues are resolved faster, while providing actionable insights into each interaction to improve performance. Key features AI-driven automation: Virtual agents, predictive insights, and automated workflows help improve agent efficiency and productivity. Omnichannel support: Unifies customer interactions across voice, chat, email, and social media to improve consistency and workflow efficiency. Customizable integrations: Seamlessly integrates with CRMs and other tools to suit your current workflow. Intelligent routing: Customers get routed to the right agent quickly, reducing wait times and improving satisfaction. Pricing Starting at $85/user per month for small to medium sized teams, and going up to $125 for larger businesses with more advanced needs, Talkdesk offers a tired pricing model based on the features and scale needed. It also has custom pricing plans for more tailored solutions. 6. RingCentral RingCentral is a leading cloud-based communication platform that unifies messaging, video calls, and VoIP phone services. It’s ideal for businesses of all sizes, whether they’re remote or in-office. RingCentral keeps teams connected and productive with its user-friendly interface and powerful integrations that make it a versatile solution for collaboration and customer communication. It’s a scalable and reliable tool with team messaging features, video meetings, call analytics and much more, enabling businesses to handle communication effortlessly. Key features Unified communication: Combines VoIP, video conferencing, and team messaging into one platform for seamless collaboration. Highly scalable: Customizable plans that grow with your business –ideal for both small teams and large corporations. Powerful analytics: Call performance tracking, usage metrics, and team productivity insights that improve operational efficiency. Integrations: RingCentral works easily with tools like Salesforce, Slack, and Microsoft Teams. Pricing Starting at $20/user per month for basic phone gestures and going up to $50/user per month for additional features like device status reports and integrations. 7. JustCall JustCall is a cloud-based phone system designed for small businesses who want to establish contact centers quickly and easily. It’s straightforward to set up, intuitive to use, and helps teams manage their calls, SMS, and other communications effortlessly. Startups and small teams are its ideal use case thanks to its affordability and user-friendly interface. Plus, its CRM integrations and automation tools make it the ideal tool to streamline workflows and customer interactions without hefty investment costs. Key features Quick setup: Businesses can get started in minutes with a quick and easy onboarding process. SMS integration: Teams can handle SMS campaigns and messages as well as phone support. Call routing: Intelligent routing and IVR enhance customer experience and reduce wait times. Call recording and analytics: Detailed call logs and tracking help improve team productivity. Pricing JustCall’s straightforward packages cater to small-to-medium businesses, starting at $19/user per month for standard features, and going up to $48/user per month for more premium features like call monitoring and analytics. 8. Aircall A modern cloud-based phone system, Aircall is ideal for small to medium businesses looking for simplicity. It’s perfect for teams focused on voice communication as a key medium, and offers a user-friendly interface and integration with other tools to streamline workflows. By combining VoIP features with team collaboration tools, Aircall helps businesses improve customer communication. It’s a flexible, scalable solution that grows with your business. Key features User-friendly interface: Aircall’s easy to use, intuitive design helps teams get up and running without any technical expertise. Cloud-based flexibility: Teams can work from anywhere with just an internet connection thanks to its cloud-based nature. Collaboration tools: Shared call inboxes, tagging, and call comments make it easy for teams to work together. CRM integrations: Native integrations with HubSpot, Salesforce and other popular CRMs make it easy for businesses to centralize customer data. Pricing Starting at $25/user per month for basic features, or $50/user per month for advanced plans including power dialing and analytics, Aircall’s pricing is designed to cater to growing teams. It also offers custom pricing for businesses with higher volumes of calls or additional needs. 9. Genesys Cloud CX Designed for mid-market businesses and enterprises, Genesys Cloud CX is a top tier customer experience platform offering AI-powered tools to manage customer interactions across all channels. It’s scalable, flexible, and a favourite for complex and high-volume support needs. Genesys Cloud CX combines voice, email, chat, social media, and third-party messaging into one platform, enabling businesses to provide consistent and personalized service at scale. Its emphasis on AI-driven analytics and automation results in proactive and efficient customer support. Key features Omnichannel support: Brings together all communication channels on one platform to create seamless, consistent CX. AI-powered tools: Predictive analytics, virtual assistants, AI-powered call routing – Genesys improve response times and agent efficiency with cutting edge AI solutions. Scalability: Built for growing enterprises, Genesys Cloud CX is capable of handling high volumes while maintaining consistently high standards of performance. Integration-friendly: Connects easily with CRMs, workforce management tools, and any other business system you use. Pricing Pricing starts at $75/user per month for basic features, and goes up to $150 for the full suite, including workforce engagement tools and AI-driven capabilities. 10. CloudTalk CloudTalk’s call center software is perfect for small to medium-sized businesses who want to manage their customer interactions more efficiently. As the name suggests, CloudTalk is a cloud-based platform, known for its simplicity and versatility. It allows teams to handle both inbound and outbound calls easily, whether they’re sales, customer service, or both. Plus, it's super user-friendly, offers powerful features like call routing and integrations, and empowers businesses to improve team productivity. CloudTalk enables exceptional CX, and is ideal for any kind of setup, whether remote or hybrid. Key features Smart call routing: Calls are directed to the right agent, reducing wait times and improving CX. Customizable workflows: Agents can create tailored workflows based on their specific business needs. Call analytics: Real-time dashboards and detailed reporting gives insights into performance and call quality. Remote-friendly: CloudTalk’s flexibility makes it the ideal solution for remote agents to work from anywhere on both desktop or mobile apps. Pricing Starting at $25/user per month for basic calling features, and going up to $50 for advanced analytics and API access, CloudTalk offers multiple flexible plans. Plus, they even have a custom pricing plan available upon request, for any business that needs tailored solutions. 11. Five9 Five9 was built for mid-sized organizations and enterprises who want to deliver top tier customer experiences at scale. It’s a leading cloud-based contact center software, combining omnichannel support, intelligent automation, and advanced analytics to optimize customer service operations. Five9’s AI-driven tools and workforce optimization features help businesses reduce costs, improve efficiency, and provide personalized experiences across any channel. Key features AI-powered automation: Predictive dialing, virtual agents, and sentiment analysis give agents better information and control over their interactions. Workforce optimization: Tools for scheduling and forecasting ensure agents are working at the top of their game. Omnichannel support: Five9 handles voice, email, chat, and social media interactions in one platform. Advanced analytics: With real-time and historical data at their fingertips, agents can make informed decisions and businesses can identify areas of improvement. Pricing Five9 doesn’t advertise fixed plans, but their prices generally start at around $100/user per month for standard features. Customized pricing is available upon request based on business size, feature requirements, and call volumes. 12. UJET UJET can transform the way businesses interact with customers thanks to its modern customer support platform. Built for enterprises and fast-growing companies, UJET’s cloud-based solutions bring together voice, chat, and messaging with powerful mobile capabilities. It focuses on delivering app-based customer experiences with AI tools that enhance agent productivity. And with its intuitive design, UJET gets businesses set up quickly and easily to deliver efficient support across all channels. Key features Omnichannel support: Unifies communication channels in one platform. Mobile-centric approach: Optimized for mobile interactions like in-app chat and multimedia support. AI and automation: Offers virtual agents and automated workflows to improve efficiency. CRM integrations: Integrates seamlessly with CRMs like Salesforce and Zendesk to provide real-time customer data to agents. Pricing UJET positions itself as a premium solution, offering custom pricing models tailored to each individual business’s specific needs. 13. Sprinklr Service Sprinklr Service is a customer experience management solution for enterprises and largescale corporations. It’s built to handle large volumes of complex customer interactions by providing omnichannel support, AI-driven automation, and advanced analytics, to name a few. It’s perfect for organizations with a significant social presence, for example, thanks to its integration with social and messaging channels, empowering businesses to connect with customers wherever they are. Key features Social media integration : Deep integration with social media platforms for easy and efficient social media management. Omnichannel engagement: Manages customer interactions across all channels in a single interface. AI-powered automation: Chatbots, sentiment analysis, predictive analytics and more help businesses improve response times and workflows. Enterprise scalability: Sprinklr is built to handle large interaction volumes, making it the perfect fit for large organizations. Pricing Sprinklr Service offers custom pricing based on business size and channel usage, as well as specific feature requirements for each organization. 14. Avaya Avaya is a trusted name when it comes to collaboration and communication solutions thanks to its range of tools that help businesses enhance customer and team interactions. Avaya’s contact center solutions are customized for businesses of any size, and bring voice, chat, email, and social media together. Avaya focuses on flexibility; it allows businesses to choose between on-premise, cloud-based, or hybrid work models. And with its extensive set of features, it empowers organizations to deliver personalized and efficient CX that optimizes internal processes and workflows. Key features Flexible work model: Offers on-premise, cloud-based, or hybrid solutions to meet individual business needs. Global reach: Supports multi-language and multi-region operations, making it ideal for businesses operating across borders. Workforce optimization: Provides tools for scheduling and performance tracking, as well as agent productivity monitoring to optimize operational efficiency. AI-driven tools: Includes virtual assistants, speech analytics, and sentiment analysis to improve customer satisfaction. Pricing Starting at $25/user per month, Avaya’s pricing is highly customizable depending on the deployment model, whether on-premise or cloud-based. 15. Webex Contact Center Designed by Cisco, Webex Contact Center is a modern, cloud-based platform that allows businesses to deliver exceptional customer experiences with AI-driven tools and omnichannel support. Tailored for organizations that prioritize innovation and scalability, it integrates seamlessly with Cisco’s existing infrastructure. Webex combines Cisco’s reliable technology with advanced analytics and automation, empowering businesses to streamline their operations, improve productivity, and deliver personalized customer interactions. Key features Omnichannel support: Integrates all communication channels for a consistent customer experience. AI-powered tools: Virtual agents and sentiment analysis help to optimize workflows, while predictive routing ensures customers are sent to the right agents. Real-time analytics: Provides insights into customer interactions and agent performance. Cisco integration: Seamlessly integrates with Cisco Webex tools and third-party apps for a unified experience. Pricing Webex offers a free basic plan, with their standard plan starting at $75/user per month. Premium plans go up to $125/user per month, and enterprise pricing is available upon request. How to Choose the Right Virtual Call Center Software Knowing which software is right for your business isn’t as easy as it seems. There are hundreds of options on the market, all offering similar yet different features, but not all of them will suit your taste or needs. The key is figuring out what works best for your business and customers, without getting overwhelmed. Here’s how to do it: Identify your business needs Before you start comparing features, answer some basic questions first that will help you decide what your business needs: Are your agents drowning in calls? Do you need to expand email and chat support? Do you require automated tools to save time ? Are agents getting burnt out and exhausted ? Whatever it is, pinpoint the exact reasons you’re looking for a software in the first place to help you narrow down your search. That way, you can focus on finding the right solution that ticks off the must-haves, without getting bogged down by a bunch of extras you don’t even need. Budget considerations Virtual call center software can vary wildly, with completely different pricing, so it’s essential to know what you’re willing to spend. Subscription models can be easier for certain businesses, as they help to spread the cost out over a longer period of time, whereas pay-as-you-go suits others as it can save money if your call volumes aren’t particularly high. But don’t just focus on the face value – take into account potential add-ons, upgrades, or hidden fees that could inflate the initial cost. And remember: just because it’s expensive, doesn’t mean it’s the best option for your team. Scalability and future growth The worst thing that could happen when choosing a software is that you outgrow it within a few months. Then, you’re back to square one. The chosen solution must be able to scale with your business as it grows, whether that means adding more agents, new channels, or handling higher call volumes. It should leave a bit of wiggle room so you’re not starting from scratch once the business takes off. Evaluate ease of use No one wants to deal with clunky, confusing software that just makes their lives more difficult. You’re investing in a software to ease everyone’s job – your agents shouldn’t need a degree in rocket science to figure out how it works. Managers should be able to access analytics easily, so make sure to look for something intuitive, user friendly, and easy for everyone to use. The easier the software is to navigate, the quicker you can get everyone up and running. Check vendor support and training Even the best software will have the occasional hiccup, but that’s where reputable vendors come in. Look at customer reviews, testimonials, and any other information that can give you insights into how users are experiencing the software. Providers that offer 24/7 assistance should be top priority, so you’re never left hanging if something goes wrong. And don’t forget about decent onboarding resources: make sure the vendor provides training materials, demos, or even live Q&As to help get the team up to speed. FAQs What is the difference between virtual call center software and traditional call center software? Virtual call center software is cloud-based, allowing agents to work remotely , while traditional software relies on on-premise infrastructure that keeps agents tied to a specific location. Can virtual call center software handle both inbound and outbound calls? Yes, most virtual call center software supports both inbound and outbound calls, making it an ideal solution for sales, customer service, and support teams. How secure is virtual call center software? Virtual call center software is always designed with powerful security features like encryption, access controls, and compliance with data protection regulations to keep the customer and business data safe. Virtual call center software for modern businesses Choosing the right virtual call center software doesn’t have to be a nightmare, and it certainly doesn’t have to be overwhelming. It’s all about identifying what your business actually needs, and finding the right solution that fits in with your budget and future goals. Whether you’re a small startup or a scaling enterprise, there’s always a tool out there that can improve your workflows, streamline your operations, empower your agents, and give your customers excellent experiences. Talk to us today to see how Voiso can help your business grow remotely.

Software Overviews

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