Virtual call center software

It is a platform that allows businesses to operate call centers without the need for a physical location. Rather than having on-premise workers, the software enables agents to work remotely from anywhere in the world with an internet connection.

By using a remote contact center platform, businesses can tap into global agent talent pools, reduce costs associated with maintaining a physical call center, and provide more flexible working arrangements for their agents.

Some key features include:

• Omnichannel: Empower your agents to handle a multitude of customer interactions seamlessly across several channels, including voice, SMS, web chat, and popular messaging apps.
• AI dialer: Keep agents productive by automatically adjusting the dial rate based on real-time and historical data to deliver the optimum volume of outbound calls.
• Click-to-call: Make calls to customers with a single click on their phone number to save time compared to manual dialing. Numbers can be imported from sources such as CRMs and calling lists.
• Skills-based routing: Automatically direct incoming calls to the most suitable agents. Calls can be routed based on whether the call is from a new or existing customer, the caller’s language, and much more.
• Queue management: Improve your inbound call flow by assigning caller queues to different departments. This helps to reduce call abandonment rate and ultimately resolve calls faster.
• IVR: Present inbound callers with keypad options to help them resolve their queries faster. IVR options can include routing the call to the right department, self-service actions, and leaving voicemails.
• Real-time dashboards: Monitor your operational and agent activities in using dashboards that you can customize your way. You can use over 60 different KPI widgets to track a multitude of key metrics.

• Selecting the best hosted call center solution for your business depends on your specific business needs. However, there are several considerations you should make when choosing your solution.
• Scalability: Given a virtual call center’s tendency to scale — depending on resource and market demands — it’s wise to consider a solution that enables you to adapt your solution whenever required.
• Features: Virtual call centers can manage an extensive set of projects for which they need a diverse feature set to handle. Features such as omnichannel, dialers, routing, queuing and IVR are all recommended.
• Monitoring: With agents based remotely, it’s pivotal to monitor their work closely. Real-time dashboards give you this ability by tracking productivity and efficiency in great detail.
• Ease of setup: With no physical call center, it’s important to consider how easily your virtual call center software can get up and running to achieve operational goals as quickly as possible.
• Agent onboarding: Inducting new remote agents can be a challenge. Therefore, it’s recommended that your virtual call center software makes it easy to register, onboard and manage new agents remotely.
• Ease of use: Remote agents don’t have in-office support when using their call center platform. Consider how straightforward it is for them to use the software’s features and the simplicity of its design as a whole.

• Define Your Goals: Identify what you want to achieve—enhanced customer service, increased sales, or streamlined support.
• Choose the Right Software: Opt for a scalable solution like Voiso that offers omnichannel support, local numbers, and tools for remote management.
• Plan Your Operations: Develop a business plan covering workflows, team structure, and expected outcomes.
• Recruit and Train Agents: Hire skilled agents and provide training in customer service and software tools.
• Set Up Infrastructure: Equip agents with Voiso’s desktop or mobile apps for secure remote work, and integrate with your CRM or helpdesk tools.
• Implement QA Systems: Use real-time dashboards, call monitoring, and AI analytics to maintain quality.
• Define Service Protocols: Standardize responses, escalation paths, and customer handling guidelines.
• Track KPIs: Monitor key metrics like First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) to ensure success.

• Connect to the Internet: Ensure your device—computer, tablet, or smartphone—is connected to a stable internet connection.
• Choose a Virtual Call Platform: Use a reliable platform like Voiso, which supports voice and video calls with high-quality transmission.
• Log In to Your Account: Access the platform via desktop or mobile app and authenticate your credentials.
• Set Up Preferences: Configure your caller ID, audio settings, and any integrations (e.g., CRM or helpdesk tools).
• Initiate the Call: Use click-to-call functionality or dial the number directly through the platform.

A virtual call uses the internet to transmit audio or video between two or more parties in real time. Instead of traditional phone lines, it operates through Voice over Internet Protocol (VoIP) technology. Here’s how it works:

1. Device Connection: Both parties connect their devices (e.g., smartphones, computers) to the internet.
2. Call Initiation: The caller uses a virtual call platform (e.g., Voiso, Zoom, Skype) to place the call.
3. Data Transmission: The platform converts voice or video into digital packets and sends them through the internet.
4. Real-Time Communication: The packets are decoded at the receiver’s end, enabling seamless conversation.

1. Select a Virtual Phone Platform: Choose a reliable solution like Voiso that offers features like local numbers, call routing, and omnichannel support.
2. Assign Phone Numbers: Get local or toll-free numbers for your business, or port your existing numbers into the system.
3. Customize Settings: Record professional greetings, set up IVR menus, and configure call routing based on agent skills or time zones.
4. Start Making and Receiving Calls: Train your team to use the platform’s desktop or mobile apps and begin handling calls seamlessly.

• VoIP (Voice over Internet Protocol):
  VoIP is the technology that enables phone calls to be made over the internet instead of traditional phone lines. It often includes advanced communication features like video conferencing, team collaboration tools, and instant messaging.
• Virtual Phone Systems:
  Virtual phones are a type of business phone solution that leverages VoIP technology. They focus on routing and managing calls through features like IVR, call forwarding, and local numbers. Virtual phone systems are designed specifically for remote teams and customer-facing operations.

Key Difference:
VoIP is the underlying technology that powers virtual phone systems. Virtual phone systems are tailored solutions built on VoIP to provide call management and routing features ideal for businesses. Voiso combines both, offering powerful call routing alongside VoIP-enabled omnichannel communication for a complete solution.