Virtual Call Center Software

Creating consistent, personalized, and seamless experiences.

Provide insights, empower agents, streamline processes, all of these with a simplistic virtual call center platform.

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Cloud communications trusted by leading brands
across the globe

5.2K+ Global Customers

More than 5000 businesses trust Acefone's interactions suite for their business communication.

4.7 Rated by Users

Rated among the top providers by thousands of users across Capterra, G2, Trustpilot & more.

2.5B+ Built for Volume

Our servers run more than 2.5 billion calls annually without sacrificing quality.

50% More Productivity

Drive up agent productivity & efficiency by reducing their idle time between calls.

Virtual Call Center Software Highlights

Highlights
Benefits
Features
Use Cases
Integrations
Resources

What is a virtual call center?

What is a virtual call center?

A virtual call center solution is a cloud-powered entity that enables customer support and sales operations, with agents operating remotely instead of an office. It comprises cloud-based telephony, CRMs, auto dialers, and real-time dashboards to manage interactions across multiple channels. Virtual call center platforms continue to gain popularity as they offer unmatched flexibility, scalability, and lower operational costs without compromising your service quality.

How to start a virtual call center?

How to start a virtual call center?

To start your call center, you must first define your service type (inbound/outbound), then choose a compatible virtual call center solution to proceed with. As you move forward, begin hiring and onboarding remote agents, setting up CRM and workflow integrations, and implementing monitoring tools. Having a secure internet connection in place is vital for ensuring smooth operations. Lastly, prioritize agent training and customer experience metrics from day one to scale efficiently.

How does a virtual call center differ from a traditional call center?

Virtual call center software (VCCs) offers better scalability, cost-efficiency, and remote accessibility than its counterpart. On-premises setups require significant infrastructure and maintenance. While they may offer tighter control, virtual call center platforms excel in agility, disaster recovery, and modern AI integrations. These traits make them the smarter choice for growth-driven and customer-centric organizations.

Types of Virtual Call Centers

Inbound Virtual Call Center

Handle incoming customer queries, support, and service
IVR, ACD, CRM integration, real-time agent assist
Focused on resolution, satisfaction, retention
Monitor escalation triggers, queue management, SLA alerts
Dependent on support bandwidth

Outbound Virtual Call Center

Initiate calls for sales, follow-ups, or surveys
Auto dialers, predictive dialers, lead management CRM
Focused on engagement, conversion, upsell
Coach on call outcomes, optimize campaign timing
Limited by lead quality and compliance caps

A Virtual Call Center Solution That Brings You

Real-Time Supervision Dashboard

Get live call monitoring, queue status, agent availability, role specific accessibility, and much more for workforce optimization as the conversation goes on.

AI-Driven Post Conversation Analytics

Set benchmarks for team output with intuitive insights, emotion assessment, and other conversation-based metrics once the call is completed.

Dynamic Workforce Management

Schedule agent callbacks, manage active users dynamically, and set business hours, all within minutes.

Omnichannel Communications

Manage voice, chat, WhatsApp, and email conversations via one interface, creating wholesome experiences for better customer relationships.

CRM & Workflow Integrations

Make customer data access instantly available for agents across devices and platforms integrated with AceX.

Custom Reporting

Schedule performance reports with tailored metrics, sent to your inbox, and monitor team performance anytime, anywhere.

Want to learn more about Virtual Call Center Software

What technology is needed to set up a virtual call center?

To launch a virtual call center, you need a set of cloud based tools that support seamless remote operations:

Reliable Internet Connection

A stable Internet connection is non-negotiable. High-speed broadband with redundancy (like mobile data backup) ensures your agents remain connected during peak hours or outages.
VoIP Softphone/WebRTC

WebRTC and softphones are cloud calling applications that allow browser-based calling without any additional hardware. They use the Internet connection to transmit your voice data from one end to another and conduct calls. That’s how they replace traditional desk phones using hardwired lines to conduct calls.
Core Systems
1. ACD (Automatic Call Distributor)
  
  Routes calls to the right agent based on logic, skill set, or availability.
2. Auto Dialers
  
  Rings the provided set of lead numbers using a dialing strategy set by the supervisor.
3. IVR (Interactive Voice Response)
  
  Lets customers navigate menus to resolve issues or reach the right team.
4. CRM Integration
  
  Syncs customer data from platforms like HubSpot, Salesforce, or Zoho with your telephony system.
5. Live Analytics Dashboards
  
  A real time refreshing tracking dashboard to display key metrics like Average Handling Time (AHT), First Call Resolution (FCR), and sentiment trends.
6. Security Layers
  
  VPN access, multi-factor authentication, and IP whitelisting to protect customer data and ensure compliance.
7. Optional Equipment
  
  Noise-canceling headphones, lightweight laptops, and external webcams for video-based support roles.

How long does it take to set up a virtual call center?

Once you select the virtual call center software for your business, its setup can be completed within days—from getting onboarded to testing and deployment.

What are the costs involved with a virtual call center platform?

The costs include a monthly or annual fee for the virtual call center service. Typically ranging from per-agent subscription models with tiered functionality to add-ons. The add-ons can include additional channels, integrations, analytics, AI tools, or virtual numbers.

Despite the costs you bear with a virtual call center platform, you still save expenses on infrastructure, phone lines, scaling operations, and office rent.

How to supervise virtual call center agents remotely?

Virtual call center platforms come with robust oversight and coaching tools designed for distributed teams. You can take advantage of these functionalities to assist agents in closing deals, or coach them to upskill.

Live Call Monitoring

Supervisors can “listen in” without alerting the agent or customer.
Whisper/Coach Mode

Guide agents during live calls without the customer hearing.
Barge-in Mode

Intervene in real-time if a call escalates or stalls.
Call Recording & Transcription

Review interactions for training, QA, or dispute resolution.
AI Analytics

Detect keyword triggers, or escalation risk for quality control and maintaining CSAT scores.
Custom Dashboards

Track KPIs like call volume, AHT, conversion rate, and resolution quality across teams or individuals.

What are the common challenges a virtual call center faces and how to overcome them?

While running a virtual call center can have its benefits, there are a handful of challenges that you can face with them. They are:

Connectivity issues

Weak Internet connection can cause call jitters, and disruptions.
Data security

Virtual call center platforms that don’t meet mandatory compliances may put you into a disadvantageous situation, leading to legal action.
Agent engagement

Lack of performance visibility can present challenges in maintaining agent productivity.
Scalability management

Virtual call center services with restricted offerings can hinder your scalability.

Virtual Call Center Solution Benefits

Why Pick A Virtual Call Center Software
For Business

A virtual call center service offers your business enhanced operational efficiency, personalized interactions, and multichannel customer support. You can stay ahead of the competition with advanced analytics and integration capabilities, enabling more meaningful conversations and higher customer satisfaction.

Track conversations from one window

Track interactions that your agents handle across multiple channels in one place, without switching to another window.

Scalability and Flexibility

Manage user count and handle fluctuating volumes without making any infrastructural changes.

AI-Empowerment

Get a hold of several AI-enabled capabilities that enhance team efficiency, conversation quality, and productivity.

Business ROI

Eliminate unwanted expenses, manage integrations without paying extra, and receive regular updates without having to pay any additional fees.

Popular Virtual Call Center Software Features

Smart Dialers

Smoother and faster calling with a range of auto dialers to pick from for your virtual call center operations.

Call Disposition

Let agents note down the call outcome once the call is complete to better track lead status.

Sticky Agent

Allow customers to connect with the same agents from their previous interactions for a smoother experience.

DNC Management

Filter out leads with DNC activated with a built-in DND checklist, preventing legal actions and penalties.

Number Masking

Replace personal contact numbers with virtual cloud-based numbers, securing client and agent data from any unsolicited actions.

Voice bots

Set AI-powered voice bots equipped with basic information and routing logic to navigate clients to the right agent.

Insights & Reporting

Faster dialer agent performance reports refreshing and call recording access for real time visibility into conversations and traffic surges.

Blended Campaigns

Monitor inbound and outbound call center campaigns from a single window, saving time and effort up to three folds.

WhatsApp Notification

Set custom event triggers for agents, ensuring they don’t miss any client activity, resulting in reduced call drops and missed calls.

Call Routing

Define call routing methods, such as skill-based, and business hours, for seamless call pickups and better customer engagement.

Shared Unified Inbox

Initiate and manage voice/video calls, chat, media files, and emails from a shared inbox, without switching between different windows.

Call Flow

Create custom call flows that meet your business needs, leading to more targeted and defined customer journeys.

Use Cases of Virtual Call Center Solutions

BFSI

A Virtual Call Center solution empowers BFSI companies to ensure secure, regulation-compliant communication using end-to-end encryption and N+1 infrastructure. With virtual call center systems, you can automate KYC verification, detect potential fraud in real time, and accelerate loan approvals.

E-commerce

An E-commerce virtual call center solution enables automated order handling, shipping updates, and return logistics. With an omnichannel Virtual Call Center platform, businesses can interact via voice, SMS, and chat, delivering a smooth customer journey. It also helps boost sales through AI-driven upselling and targeted promotional outreach.

EdTech

A Virtual Contact Center software allows EdTech platforms to manage student queries, admissions, and tech support via AI chatbots. The Virtual Call Center service sends automated deadline alerts and uses communication analytics to increase engagement and streamline student outreach strategies.

Healthcare

A Virtual Call Center solution supports healthcare providers in reducing appointment no-shows through automated reminders and scheduling. The virtual call center platform ensures HIPAA-compliant data exchange while chatbots handle inquiries. It also enables remote access via video consultations, enhancing patient experience and care efficiency.

Logistics

Logistics companies benefit from Virtual Call Center solutions that automate delivery updates via voice, SMS, and email. A virtual contact center enables smart routing for urgent issues and leverages GPS data for precise tracking. Using built-in analytics, operations teams can improve delivery reliability and turnaround times.

Retail

Retailers can use a Virtual Call Center service to automate loyalty program communications and seasonal promotions. The Virtual Contact center software enables personalized outreach, prioritizes VIP customers, and routes them to appropriate agents. Integrated analytics allow fine-tuning of marketing efforts to increase customer retention and sales.

Virtual Call Center Software Integrations

Customize your contact center service with industry leading helpdesk and CRM integrations.

Explore all integrations

Zendesk

Zoho

Salesforce

Leadsquared CRM

HubSpot CRM

Freshworks

Freshdesk

Bitrix24

Kapture CRM

MS Teams

Google Workspace

MS Dynamics 365

When I signed up for Acefone, I had very little VoIP knowledge, but the technical support was second to none, even for companies with limited technical skills. Added bonus: it works out cheaper than my existing single BT phone line.

Lee M.

Manager, Medical Practice

Our company has been using Acefone from the beginning and we have never had any issue with the service. Their support is amazing, always happy to help and always polite. If you are looking for VoIP, you cannot find a better provider.

Patryk Weglarz

United Kingdom

My experience has been very positive. The software is easy to use and integrates well with our existing system. The phone was configured in minutes by a remote technician. I've never had to ask for assistance over the last 12 months.

Gordon R.

Director, Airlines/Aviation

Acefone is easy to set up, thanks to great help from customer service. The software has many useful features. I chose Acefone because a real person talked to me and helped me pick what I needed. They resolved all my queries there and then.

William A.

Director, Financial Services

Acefone's onboarding process is great — the company helped me in every way imaginable. The support representative was really informative and patient with all my queries. The software appears to cover all bases as well.

Gemma L.

Proprietor, Accounting

With Acefone, the agent productivity tripled as we scaled from 100 to 300 calls per day without scaling costs. If you are looking at better support, better UI, that can go live easily, all this is there with Acefone.

Suresh

Sales Director