Choosing Virtual Call Center Software Features

As a business, you are already well aware of the importance of customer care call centers. Great call centers enhance business prospects by simultaneously increasing and retaining a customer service base. No matter what size company owned, it is always a good idea to have a fantastic call center which meets the needs of your business and customers. With the emergence of cloud technology, many companies are finding the benefits of switching over to a cloud based virtual call center. Here is a short list of some important inbound virtual call center features:

Automatic Call Distribution (ACD)

With the right ACD system, call center administrators can ensure that each caller is handled properly. This call center software feature is especially useful for when queue times are extraordinarily long, or, when a particular agent is unavailable.

Interactive Voice Response (IVR)

By implementing IVR at customer call centers you will be using text-to-speech and speech recognition. By using web services to retrieve data from external systems and databases, your IVR applications can provide more data to callers and gather more information about callers to make smart routing decisions.

Computer Telephony Integration (CTI)

Using CTI technology at your call center provides information from one agent to another, so customers do not have to repeat information they already provided. In addition, agents will be more productive because they don’t need to re-enter any information already gathered about the caller.

Toll-Free Numbers

Adding new toll-free numbers, or upgrading an existing call center with more numbers, will ensure that your call center management team will remain focused on business priorities.


Providing remote staff agents for your call center anywhere in the world will result in agent satisfaction, plus, lower the costs of operations and training. In addition, having agents work at home reduces commuting costs and the ecological impact and an in-house workforce. It is advantageous for companies to staff agents at-home, which provides improved employee retention and better overall customer experiences.

Virtual Call Center Technology (VoIP)

Companies are realizing the benefits for cost effective streamlining with the adoption of VoIP. By using a VoIP gateway or built-in agent Softphone there are no phones lines required for users, plus, there are no long distance fees between users and the system. Ultimately this leads to significant reduction in call center operational costs.

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