Top 9 virtual call center software for 2023

Managing a virtual call center with a globally distributed workforce requires the right tech stack—especially if you aim to run an efficient, ROI-positive operation. Without a reliable solution, you’re likely:

Routing calls inefficiently, leading to long wait times and unhappy customers
Missing out on automated call analyses that could improve agent responses
Reviewing agent activity manually, resulting in wasted time and poor productivity

In this guide to virtual call center software, we’ll go over nine of the best options for everything from agent performance management to conversational AI—so you can find the right platform to optimize your contact center operations.

What is virtual call center software?
6 key features to look for in virtual call center software
Top 9 virtual call center software

Let’s get started.

What is virtual call center software?

Virtual call centers (or remote call centers) have customer support agents who aren’t necessarily located in one city or even the same country. Instead, they could be spread across the globe and work from home.

But to manage remote operations properly, you’ll need virtual call center software. These tools help you streamline activities, automate specific processes, and boost your team’s efficiency.

You can use virtual call center software for:

Call recording: sometimes, calls need to be recorded for legal reasons, but listening to recorded calls can also help new agents improve.
Call monitoring: a process where a manager listens in on an agent’s calls to speed up training and improve customer experience.
Automatic call distribution (ACD): a system that receives incoming calls and routes them to an available virtual agent.
Interactive voice response (IVR): technology that lets callers interact with an automated system first before being routed to an agent.
Inbound call management: calls from customers to a call center about issues, complaints, and suggestions.
Outbound call management: calls from a call center to potential customers regarding sales.

These features help managers improve their workforce management, and they can help a remote team improve customer satisfaction, speed up response times, and improve sales.

6 key features to look for in virtual call center software

To help you make the right decision, here are some crucial features to look out for when choosing a virtual call center tool:

1. Reporting

Any call center supervisor or manager needs a way to keep track of agent performance, business metrics, and trends.

A great virtual call center tool with reporting and analytics functionality can help customer service managers keep an eye on incoming call volume, agent productivity, and other key call center metrics.

On top of that, detailed reports give you greater insight into common issues customers are calling about and how you can improve employee training.

2. Inbound and outgoing calls

The virtual call center tool you choose should let you manage both inbound and outbound calls.

Why?

As a sales team, you need to nurture customer relationships (which involves addressing their concerns) and still make sales.

Inbound calls are calls that a customer support center receives from a customer. They’re usually about issues or questions like helping customers change their account information or resolving online payment issues.

On the other hand, outbound calls are usually cold calls to potential customers about a new product. But outbound calls can also be used to help your customer service team identify what customers want and how they can improve future products and services.

3. Interactive voice response (IVR)

IVR allows customers to speak with an automated system before reaching your support team.

Although most customers prefer talking to a real agent from the get-go, the information customers provide at this stage can help agents improve customer experience further down the line.

How?
Once the customer reaches the virtual center agent, that agent will have all the information available, and the customer won’t have to repeat any of it. And in some cases, a customer’s query may be resolved by the IVR alone.

4. Call routing

When a customer calls your support team, how will they reach the right person without extensive wait times?

The answer lies in intelligent routing.

This feature shortens wait times, and it connects callers to the best-suited agent for that specific issue. On top of that, since all calls are directed to an available agent, no customer is turned away.

5. Omnichannel support

If you want to expand your call center services or transition into a contact center, you need tools with omnichannel support.

With cloud computing, virtual contact center agents can contact customers via different communication channels even if the customer is on the go.

The omnichannel contact center software you choose should support platforms like email, live chat, and social media. This way, your customers can have a comfortable and consistent service across all support channels.

6.CRM integration

As we mentioned above, customers shouldn’t have to repeat themselves many times to resolve one issue.

When you combine client relationship management (CRM) with your call center software, your agents will always have access to the customer’s profile and any previous customer interaction data.

And if your customer support team notices that a specific customer constantly has the same issue, they can resolve the problem completely.

Top 9 virtual call center software

Here are the top nine virtual call center tools on the market:

1. Time Doctor – Best for performance management

Time Doctor is a time tracking and performance management platform that’s engineered to improve both agent and customer experiences. The software increases transparency, provides accountability, and generates actionable analytics.

A. Key features

Real-time agent activity tracking: See which agents clocked in on time and which are late or absent, no matter where they’re working. Take a look at their tasks in real time by checking timeline reports and screencasts.

Time Doctor timeline reports and screencasts

Productivity and engagement insights: Ensure agents are spending time on the right websites and apps by monitoring productivity reports. Avoid agent burnout and optimize engagement by checking work-life balance insights.

executive dashboard - overview of productivity

Optimized resource management: Identify productivity issues and work with underperforming agents to redesign workflows or offer training. Cut costs by helping agents avoid unproductive websites and eliminating unused software licenses.

Client accountability and transparency: Provide proof of work so call center clients can easily see the value of their investment. Give clients login access and real-time reports to instill trust and create maximum transparency.

B. Pricing

Time Doctor plans start at $10/user per month.

C. User ratings

G2: 4.4/5 (355+ reviews)
Capterra: 4.5/5 (505+ reviews)

2. Gladly – Best for customer loyalty

Gladly is a customer service platform that’s designed to maximize loyalty. As an omnichannel platform, it supports voice, messaging, chat, email, and SMS.