Struggling with high support costs?
You’re trying to keep customers happy with a remote team, but inefficient workflows are burning everyone out and driving up your expenses.
It’s frustrating when agents burn out from manual tasks, leading to slow response times and unhappy customers. It directly impacts your bottom line.
According to NICE, 47% of call center teams face operational inefficiencies due to a lack of automation. This manual work creates longer hold times and frustrates agents.
Before diving deeper, you might find my analysis of remote support software helpful.
The right software can fix this. It helps automate your entire workflow, freeing your team to focus on providing excellent support.
In this article, I’ll guide you through the best virtual call center software to help you cut costs and dramatically improve your support quality.
You’ll discover tools that boost agent productivity and increase customer satisfaction while lowering your operational expenses.
Let’s get started.
Quick Summary:
| # | Software | Rating | Best For |
|---|---|---|---|
| 1 | Nextiva → | Mid-size to large enterprises | |
| 2 | RingCentral → | Mid-size businesses | |
| 3 | Talkdesk → | Businesses focused on efficiency | |
| 4 | Genesys → | Large global enterprises | |
| 5 | Five9 → | Remote team setups |
1. Nextiva
Struggling with fragmented customer support and rising costs?
Nextiva offers a Unified-CXM platform, bringing all customer interactions into one AI-powered system. You can easily manage omnichannel interactions, from voice to social media.
This unified approach helps you boost customer satisfaction by ensuring personalized, context-driven support. It significantly reduces operational costs through AI and automation. You’ll also maximize your technology investments.
It’s time to unify your customer experience.
Nextiva’s AI-powered contact center delivers personalized experiences throughout the entire customer journey, helping you acquire, retain, and grow customers. This unified platform allows you to engage customers on any channel.
You can consolidate and customize your technology to reduce IT overhead, while also increasing business collaboration for your team. Real-time dashboards and conversational analytics provide crucial insights into customer sentiment.
The platform includes pre-built AI and automation capabilities like a generative AI knowledge base and intelligent virtual assistants, ensuring quick deployment and scalability. Workflow automation and workforce engagement management tools also boost agent productivity and reduce fatigue for your support team.
Deliver amazing experiences and drive growth.
Key features:
- Unified Agent Experience: Consolidate all customer interactions across voice, chat, SMS, and social media into one intuitive platform for comprehensive customer views.
- AI-Powered Automation: Leverage generative AI knowledge bases, intelligent virtual assistants, and sentiment analysis to increase self-service containment and improve agent efficiency.
- Workforce Engagement & Management: Access built-in tools for monitoring, coaching, and scheduling to simplify management, reduce agent fatigue, and boost overall team productivity.
Learn more about Nextiva features, pricing, & alternatives →
Verdict: Nextiva stands out as a strong contender for the best virtual call center software, offering a comprehensive Unified-CXM platform. Its AI-powered features, including intelligent routing and automation, directly address pain points like inefficient workflows and high costs, helping you boost satisfaction and cut expenses.
2. RingCentral
Are you struggling with growing call volumes?
RingCentral offers an AI Receptionist that manages calls, routes callers, and even sends texts, drastically reducing missed calls and freeing up your agents.
This capability is perfect for call center managers facing limited resources and high inquiry volumes, ensuring 24/7 digital concierge support for your customers.
How can you boost customer satisfaction?
RingCentral integrates AI across calls, messages, and meetings, enabling personalized customer experiences and efficient workflows.
With features like RingCX, you can effortlessly manage agents, improve customer satisfaction, and optimize your omnichannel interactions for a seamless experience.
Furthermore, RingSense provides conversation intelligence with automated recordings, instant summaries, and AI-powered coaching to drive sales and gain valuable customer insights. This helps you manage remote teams and enhance agent productivity.
It’s truly the reliable business communications platform.
Key features:
- AI Receptionist: Offers 24/7 support, accurately routes calls, and sends text follow-ups, ensuring your business never misses an important customer interaction.
- RingCX for Customer Experience: Empower you to effortlessly manage agents, improve customer satisfaction, and leverage AI Assist for efficient omnichannel support.
- RingSense Conversation Intelligence: Provides automated recordings, instant summaries, and AI-powered coaching to unlock value from every customer interaction and drive sales.
Learn more about RingCentral features, pricing, & alternatives →
Verdict: RingCentral is an all-in-one AI customer communications platform, trusted by over 400,000 companies for its 99.999% availability. Its robust AI-powered features like AI Receptionist and RingCX make it an excellent choice for the best virtual call center software, addressing pain points like high operational costs and slow response times.
3. Talkdesk
Struggling with escalating support costs and agent burnout?
Talkdesk helps you automate every customer interaction across all channels. Your team can then focus on complex issues.
This approach resolves issues proactively, even before your customers know they have a problem. It truly transforms how you connect.
Let’s explore the solution.
Talkdesk’s Customer Experience Automation (CXA) ensures seamless, AI-powered omnichannel service. It’s designed to transform how you connect with and delight customers.
The platform offers AI agents ready for any contact center, delivering proactive support and allowing your team to focus on higher-value interactions. This ensures issues are resolved efficiently, boosting satisfaction.
Additionally, capabilities like Multi-agent Orchestration and Omnichannel Engagement allow your team to manage diverse interactions effortlessly. Solutions like Talkdesk Autopilot and Navigator enhance self-service and agent guidance, making it a comprehensive platform.
Your customer experience journey starts here.
Key features:
- Customer Experience Automation: Automate every step of the CX lifecycle with AI agents, ensuring proactive issue resolution and seamless omnichannel service across all your contact center channels.
- AI-Powered Omnichannel Engagement: Deliver consistent, intelligent support across various channels using AI, helping your agents manage interactions effectively and improve response times.
- Proactive Issue Resolution: Address customer problems before they escalate, providing a superior experience by leveraging AI to anticipate and resolve potential issues behind the scenes.
Learn more about Talkdesk features, pricing, & alternatives →
Verdict: Talkdesk’s focus on AI-first customer experience automation and omnichannel capabilities makes it an ideal best virtual call center software for companies aiming to boost efficiency, lower costs, and significantly improve customer satisfaction.
4. Genesys
Tired of high costs and slow customer support?
Genesys Cloud CX delivers personalized experiences at scale, integrating contact center software with AI and automation features.
This comprehensive platform maximizes your impact across every channel, addressing common pain points like inefficient workflows and slow response times by providing intelligent automation and embedded AI from day one.
Let’s explore how Genesys helps you.
Genesys offers AI-powered experience orchestration to help you redefine your success standards, driving growth and customer loyalty. This means you can easily connect on any channel, whether through human agents or AI-powered bots for digital customer engagement. Your team will benefit from optimized workflows and efficient service.
The platform includes Genesys Cloud EX for workforce engagement management, unlocking employee potential with built-in AI that simplifies management and drives impact and retention. Plus, its open platform and cloud architecture allow continuous innovation, global scaling, and the ability to build any customer experience you need.
Boost satisfaction and cut support costs.
While we’re discussing communication tools, understanding best writing tools is equally important for various business functions.
Key features:
- AI and Automation: Realize value faster with purpose-built AI that is easy to deploy, control, and optimize for your virtual call center needs.
- Digital Customer Engagement: Seamlessly connect across any channel using humans and AI-powered bots, ensuring consistent customer interactions.
- Workforce Engagement Management: Drive employee efficiency and unlock potential with built-in AI that simplifies management and improves agent retention.
Learn more about Genesys features, pricing, & alternatives →
Verdict: Genesys offers a comprehensive, AI-powered platform for the best virtual call center software, addressing challenges like limited resources and high operational costs. HSBC, for example, predicts a $60 million three-year value from Genesys Cloud AI orchestration, proving its capability to boost satisfaction and cut support expenses.
5. Five9
Struggling with rising call volumes and remote team management?
Five9 provides AI-driven solutions like Agentic CX and AI Agents to handle routine inquiries, freeing your live agents. You can transform customer interactions into loyalty-building moments. This approach helps you overcome operational inefficiencies and boost customer satisfaction.
Five9 solves these problems with its Intelligent CX Platform.
You can truly make CX your new competitive advantage. Five9’s platform delivers AI-driven, hyper-personalized, and seamless experiences across your entire customer journey. This strengthens customer relationships and boosts satisfaction, driving tangible business results. It includes robust features like omnichannel support for inbound, outbound, and blended interactions, plus digital engagement via chat, email, social, SMS/text, and video. You’ll also find AI Agent Assist and AI Summaries to empower agents.
The system is also scalable and secure, boasting 99.999% uptime, open APIs, and easy CRM and UC integrations.
Achieve effortless, personal customer experiences with Five9.
While we’re discussing software solutions, if you’re also exploring industry-specific tools, my guide on best healthcare analytics software might be helpful.
Key features:
- Agentic CX powered by Genius AI integrates AI Agents with human agents to deliver seamless, personalized experiences, anticipating customer needs and building trust effectively.
- Intelligent CX Platform offers advanced orchestration across the entire customer journey, providing scalable, secure solutions with 99.999% uptime and flexible integration capabilities.
- Omnichannel Digital Engagement supports various communication channels like voice, email, mobile, chat, social, SMS/text, and video, ensuring comprehensive customer interaction management.
Learn more about Five9 features, pricing, & alternatives →
Verdict: Five9’s AI-driven solutions and comprehensive omnichannel support, proven by case studies like Central Bank’s 80% intent-matching accuracy, make it an excellent choice for the best virtual call center software, addressing inefficiencies and boosting satisfaction.
6. Dialpad
Struggling with escalating support costs and agent efficiency?
Dialpad elevates customer communications with AI-powered insights, offering next-gen contact center solutions with real-time coaching.
You can boost agent productivity and lower operational expenses when you streamline workflows. Dialpad brings all your teams and workflows together.
Unlock smarter customer conversations today.
Dialpad solves common pain points by providing an AI-powered communications platform that unifies calls, messages, and meetings with instant AI summaries. This means your team gains real-time coaching and actionable insights.
The platform offers AI agents and assistants, alongside comprehensive analytics and sentiment analysis to significantly improve customer outcomes. You’ll find features like an Interactive Voice Response (IVR) and robust integrations with essential business tools like Salesforce and Zendesk, enabling seamless operations. This consolidates multiple business applications onto one reliable platform. Plus, Dialpad provides tools for outbound sales, including a power dialer and local presence dialer, enhancing both efficiency and call review capabilities for management.
You can expect clearer improvements in customer interactions and operational effectiveness.
Key features:
- AI-Powered Communications Platform: Delivers real-time AI insights, coaching, and automated summaries for calls, messages, and meetings, enhancing agent performance and customer satisfaction.
- Comprehensive Contact Center Solution: Offers AI agents, assistants, IVR, and advanced analytics for sentiment and contact center performance, streamlining support operations.
- Seamless Business Integrations: Connects effortlessly with critical business applications like Salesforce, Zendesk, and Google Workspace, unifying workflows and improving data accuracy.
Learn more about Dialpad features, pricing, & alternatives →
Verdict: Dialpad excels as the best virtual call center software, transforming support with its proprietary AI, real-time insights, and unified platform. It drastically cuts training time by two weeks and saves Randstad 10% of time with AI-powered transcriptions, proving its ability to boost efficiency and elevate customer outcomes.
7. Aircall
Are growing call volumes overwhelming your support team?
Aircall provides advanced business phone features and AI-powered tools designed to streamline your communications. This platform can help you manage calls, texts, and WhatsApp messages in one place.
You will find it easier to boost agent productivity and enhance customer satisfaction. The intuitive interface and AI assistance simplify complex tasks.
Experience a smarter way to communicate.
Aircall transforms your customer support with AI Voice Agents and real-time conversation intelligence. Its AI Voice Agent autonomously handles inbound calls 24/7, preventing missed calls and ensuring consistent customer interaction.
This platform also features AI Assist, which helps you nail every conversation from prep to follow-up, providing real-time insights and automated workflows. Moreover, with WhatsApp in Aircall, you can unify all your calls, texts, and WhatsApp messages in a single hub. This integrated approach ensures your teams can effortlessly manage all business conversations, improving resolution rates and collaboration across departments.
Aircall’s robust integrations with over 100 tools, like Salesforce and Zendesk, ensure all your critical data is connected, providing a holistic view of customer interactions.
You can streamline operations and boost efficiency.
Key features:
- AI Voice Agent: Provides 24/7 autonomous handling and qualification of inbound calls, ensuring no missed calls and consistent customer context for your support operations.
- AI Assist: Delivers real-time conversation intelligence and AI-powered workflows, helping your sales and support teams prepare for calls, monitor performance, and automate busywork.
- 100+ Integrations: Seamlessly connects with popular CRMs and help desks like Salesforce and Zendesk, unifying your workflows and providing comprehensive customer insights.
Learn more about Aircall features, pricing, & alternatives →
Verdict: Aircall is designed for business leaders and call center managers seeking a robust, scalable solution. Its AI-powered features, extensive integrations, and unified communication hub make it an excellent choice for the best virtual call center software, addressing challenges like high operational costs and inefficient workflows.
8. CloudTalk
Struggling with inefficient call center workflows and rising costs?
CloudTalk’s AI Dialer boosts connections with parallel dialing and voicemail skip, helping your sales team reach 10x more live calls. This drastically increases your outbound success rate.
Your team can reach more leads and close more deals faster, reducing manual dialing and maximizing agent productivity for growing call volumes.
It’s time to streamline your operations.
CloudTalk helps you cut down on missed connections and callbacks through advanced routing options like IVR menus and skill-based routing. This ensures customers connect with the right agent on their first attempt, reducing wait times by up to 80% and call handling time by 25%.
You can also leverage AI Voice Agents to handle routine calls 24/7, qualifying leads and confirming meetings while your team focuses on complex issues. These agents are affordable, freeing up your human agents for critical conversations. Plus, CloudTalk offers International SMS and WhatsApp messaging, allowing you to engage clients on their preferred platforms with high open rates for updates and reminders. This helps improve customer satisfaction and supports remote teams effectively.
CloudTalk helps revenue teams do more of the work that matters.
While we’re discussing agent productivity, optimizing your investment in your team’s skills is crucial. My article on best course management system explores how to enhance training and engagement.
Key features:
- AI Dialer: Boosts outbound success rates by using parallel dialing and voicemail skip, allowing your team to reach 10x more live calls and connect with 2x more prospects.
- Advanced Routing & AI Voice Agents: Reduces missed calls by 23.7% and cuts wait times by 80% with intelligent routing, call queuing, and 24/7 human-sounding AI agents.
- Global Reach & Integrations: Provides local numbers in 160+ countries and integrates with over 100 tools like Salesforce and Zendesk, boosting your global presence and data syncing.
Learn more about CloudTalk features, pricing, & alternatives →
Verdict: CloudTalk excels by blending powerful AI features like the AI Dialer and Conversation Intelligence with a reliable global telephony stack, addressing key pain points for business leaders. Its ability to increase call volume by 81.7% makes it a top contender for best virtual call center software.
9. JustCall
Struggling with missed calls and inefficient customer service?
JustCall’s AI Voice Agent and advanced routing ensure you never miss a call again.
This platform helps you manage growing call volumes and remote teams, significantly improving response times by handling inquiries and scheduling meetings. Your customer support will be transformed.
It’s time to boost agent productivity.
JustCall elevates your customer support, seamlessly handling omnichannel interactions. Their AI Voice Agent handles incoming calls 24/7, routing complex queries to human experts, freeing up your team to focus on high-value tasks. You can also boost connection rates by 6X with power and predictive dialers. Beyond calls, you can send personalized SMS, MMS, or WhatsApp messages using AI-powered insights to boost conversions. The platform also offers real-time AI suggestions during live calls, helping agents handle objections and improve success rates.
This comprehensive solution includes advanced analytics to monitor agent performance, call transcription and summary to eliminate manual note-taking, and sentiment analysis to track customer satisfaction, all designed to enhance your virtual call center operations and reduce operational costs.
Elevate your customer interactions.
Beyond call center operations, if you’re centralizing sales data, my guide on catalog management software can help streamline your multi-channel sales.
Key features:
- AI Voice Agent: Provides 24/7 human-like AI support, answering calls, scheduling meetings, and routing inquiries to ensure no customer interaction is missed.
- Omnichannel Messaging: Enables seamless communication across SMS, MMS, and WhatsApp, empowering you to send personalized messages and run effective campaigns with AI assistance.
- AI Conversation Intelligence: Offers real-time AI suggestions during calls, instant transcripts, and performance scorecards to boost agent productivity and provide targeted coaching.
Learn more about JustCall features, pricing, & alternatives →
Verdict: JustCall provides an integrated cloud-based virtual call center environment with AI-powered features like AI Voice Agents and conversation intelligence, ensuring no missed calls and enhanced agent productivity. With a reported 18% faster first call resolution and seamless CRM integrations, JustCall is suitable as the best virtual call center software for businesses aiming to cut costs and boost customer satisfaction.
10. Zendesk
Struggling with escalating support costs and agent burnout?
Zendesk’s AI-powered solution, including AI agents and Copilot, directly addresses your pain points, optimizing customer and employee interactions. This system streamlines workflows, helping you resolve conversations across all channels efficiently. It’s designed to boost agent productivity and lower your operational costs. Get ready to transform your customer support.
Zendesk is a comprehensive AI-powered solution that enhances your team’s ability to deliver outstanding service, whether to customers or employees. It integrates features like messaging, live chat, and a help center to centralize your communications. This allows you to manage all customer conversations from a unified platform, providing agents with the context they need for swift resolutions.
You can achieve seamless resolutions across all contact center channels, including voice, with advanced call routing and intelligent IVR. Zendesk’s workforce management capabilities also ensure your team is optimized, automating common requests to keep employees productive. This integrated approach ultimately leads to significant improvements in customer satisfaction and operational efficiency, empowering your team to focus on impactful projects.
While discussing how to manage customer interactions, understanding how to unify your customer data can be incredibly valuable.
It’s time to exceed every customer expectation.
Key features:
- AI Agents and Copilot: Resolve customer and employee conversations across any channel, reducing agent effort per ticket by automating responses and assisting human agents for quicker resolutions.
- Omnichannel Support: Manage messaging, live chat, and voice communications from a single platform, giving your agents complete context and enabling faster, more effective interactions.
- Workforce Management: Optimize your team’s efficiency with AI-powered service that automates workflows and common requests, ensuring your employees remain productive while keeping costs low.
Learn more about Zendesk features, pricing, & alternatives →
Verdict: Zendesk offers a complete AI-powered solution perfect for overcoming the challenges of managing remote teams and high call volumes. Its integrated features, like AI agents and omnichannel support, boost agent productivity and customer satisfaction. This makes it an ideal best virtual call center software, achieving a 286% ROI over three years.
Conclusion
High support costs slowing growth?
Choosing the right tool is tough. Many promise efficiency but fail to deliver, leaving your remote team struggling and customers feeling frustrated and ignored.
The right AI makes a huge difference. Coherent Market Insights reports businesses see a 30% reduction in call handling and better resolution rates. This shift transforms agent productivity and directly boosts customer satisfaction.
Here’s my top recommendation.
From my complete review, Nextiva stands out as the clear winner. Its Unified-CXM platform directly tackles high costs and inefficient workflows with powerful, practical AI.
Beyond workflow efficiency, improving customer satisfaction is key. My guide on best customer satisfaction software offers deep insights.
I was impressed by how it unifies every channel into one dashboard, giving your agents complete context. Choosing the best virtual call center software like Nextiva means delivering consistently excellent support.
I highly recommend you book a free demo of Nextiva. See for yourself how its unified platform can streamline your entire support operation.
Your support team will finally thrive.
