Traditional call center systems can no longer meet the needs of modern businesses, especially those needing remote collaboration. They require cumbersome infrastructure that brings operational hurdles and increases costs. In contrast, virtual call center solutions offer lower costs, easier setup, and seamless scalability.
Virtual call center software is cloud-based systems that help remote teams deliver exceptional customer experience (CX) using advanced VoIP technology. With the right solution, businesses can provide 24/7 instant support from anywhere while scaling their teams at a relatively low cost.
However, there are plenty of virtual contact center services on the market. What’s the best one for your business? To help you find the right fit, we’ve rounded up the top 7 virtual call center platforms, including their key features, best for, pros and cons, real user reviews from G2, and other important information you need to know. Let’s get into it.
What is a Virtual Contact Center
A virtual contact center is a cloud-based customer service platform where agents work remotely through Voice over Internet Protocol (VoIP) technology. It allows customers to interact with businesses through the internet, significantly reducing upfront costs and improving operational efficiency. Agents can handle calls, chats, emails, messages, and social media interactions from anywhere, without requiring a physical office.
Most virtual contact center solutions offer automatic call handling, IVR (Interactive Voice Response), omnichannel support, ticketing, analytics, and other advanced features. What’s more, they integrate with other systems or tools, such as CRM and workforce management, to analyze customer data and boost productivity.
Here are the key differences between traditional and virtual contact center software:
Aspect | Virtual Contact Center | Traditional Contact Center |
Technology | Cloud-based, AI-driven | Legacy systems with limited integration |
Cost | High upfront and recurring costs | Lower operational costs |
Scalability | Easily scalable without infrastructure upgrades | Limited by physical space and hardware |
Flexibility | 24/7 support from anywhere | Rigid on-site operations with fixed hours |
Disaster Recovery | Minimize downtime during disruptions | Vulnerable to local crises |
Top 7 Virtual Contact Center Solutions
We’ve reviewed and tested the leading virtual contact center solutions from G2 to shortlist the best 7 tools for you. All the solutions help you manage omnichannel customer interactions and remote agent collaboration effortlessly.
Virtual Contact Center Software Comparison Chart
To find your team’s fit quickly, we compare the best for, starting price, free trial, and G2 rating of the 7 solutions. Here’s a quick summary of the comparison:
Solution | Best for | Starting Price | G2 Rating | Free Trial |
Nextiva | Small-to-enterprise businesses needing all-in-one communication | $15/user/month | 4.5/5 | 14 days |
Zendesk Contact Centre | CX-focused teams (startups to enterprises) prioritizing AI automation | £40 per agent/month | 4.6/5 | Contact sales |
Five9 | Large enterprises/high-volume contact centers | $119/user/month | 4.1/5 | 60 days |
RingCentral | Remote teams needing advanced analytics and reporting | $30/user/month (billed annually) | 4.0/5 | 14 days |
Aircall | Small-to-mid-sized sales/support teams prioritizing CRM integration | $30/user/month (billed annually) | 4.4/5 | 7 days |
Dialpad | Remote teams for fast setup and AI-driven call management | $15 per agent/month | 4.4/5 | 14 days |
HubSpot Service Hub | Teams already using HubSpot’s CRM | $15/month/per seat (billed annually) | 4.4/5 | 14ays |
1. Nextiva
Nextiva stands out as the best unified customer experience management platform with virtual contact center capabilities that help businesses manage remote teams easily. With many AI-powered tools, like sentiment analysis and dynamic call scripting, your team can identify customer emotions in real time and deliver personalized, efficient customer service. Furthermore, the platform features voice chatbots, virtual agents, and workforce engagement management to improve overall CX.
Key Features:
- Cloud VoIP with HD call quality
- Proactive customer notifications
- AI-powered intelligent routing
- Real-time analytics dashboard
- Workforce engagement management
Integration: Salesforce, Zendesk, Microsoft 365, Google Workspace, HubSpot, Slack, SugarCRM, ConnectWise, and GoldMine.
Pros | Cons |
Easy setup and intuitive interface In-platform team collaboration | Initial setup can be complex |
- “I like the ease of use of the platform, the computer application, and the mobile application. Additionally, the installation process is very quick and simple.”
- “What I like about Nextiva the most is that they were able to improve my communication with clients, which was my main goal.”
- “While the platform works well overall, it can sometimes feel a bit overwhelming with the number of features.”
2. Zendesk Contact Centre
Zendesk’s virtual contact center solution was particularly designed for remote teams and companies seeking seamless, high-volume support across every channel. It unifies voice AI, automated routine, omnichannel routing, sentiment analysis, and WEM into a single platform. It allows agents to handle customer calls, emails, chats, and messages from a single virtual space. What makes it stand out most is its omnichannel routing, which automatically directs every query from any channel to the right agent with context-aware support.
Key Features:
- Advanced omnichannel routing
- Call recording and analytics
- Workforce Engagement Management (WFM)
- Voice AI agents
- AI-powered ticketing system
Integration: 1,800+ tools, including Salesforce, Microsoft 365, Slack, HubSpot, and Shopify.
Pros | Cons |
Excellent omnichannel support Unified agent workspace | Can be complex for small businesses |
- “Zendesk for Contact Center shines with its intuitive interface and seamless omnichannel capabilities.”
- “The interface is clean and very easy to navigate, the user guide is easy to follow, and the training process is less than 2 days.”
- “Tool seems to be slow and needs improvements in speed.”
3. Five9
Five9 is a virtual contact center service with a wide range of AI performance and workforce management tools. Powered by AI and scalable cloud technologies, Five9 helps businesses modernize customer experience. It specializes in handling thousands of daily interactions while maintaining compliance with regulations like HIPAA and GDPR. Its intelligent call route and IVR systems ensure all customers are directed to the right agents.
Key Features:
- Smart dialer and intelligent routing
- Call center data importing
- Speech recognition
- Scripting and guided interactions
- Compliance tools
Integration: Pre-built connections with Salesforce, Oracle, Microsoft Dynamics, and Zendesk; open APIs for custom integrations.
Pros | Cons |
Exceptional customer support Industry-leading compliance | Some call issues like static sounds |
- “Five9 has been a reliable and efficient platform that makes call handling and customer communication much easier.”
- “I really like the speed at which we can contact our customers once they submit a lead using Five9.”
- “Sometimes there are minor glitches or connectivity issues that disrupt operations temporarily.”
4. RingCentral
RingCentral stands out as a flexible virtual contact center solution with advanced analytics and reporting capabilities. It provides 250+ pre-built reports and customizable tools to help businesses track vital KPIs in real time. Its cloud unified communication can centralize data from various channels to make data-driven decisions for both quality and efficiency. It also offers tools, like conversation intelligence and speech analytics, to give insights into customer interactions.
Key features:
- Skills-based call routing
- Omnichannel support
- Real-time analytics
- Agent scheduling and performance tracking
- Workforce management tools
Integration: Salesforce, Microsoft Teams, Zendesk, Google Workspace, HubSpot, and SugarCRM.
Pros | Cons |
Unified and intuitive interface Advanced analytics and real-time data | Some slow loading and delays during calls |
- “They get back to you really fast and can resolve any of your inquiries promptly.”
- “The service is excellent, and the product quality, along with the range of options, fully meets all the VOIP requirements for my business.”
- “There are times when it can slow down my system, but those are rare.”
5. Aircall
Aircall is a lightweight, user-friendly virtual contact center solution built for small-to-mid-sized sales and support teams. It can integrate with your existing CRM and helpdesk systems and monitor your team's performance in real time. Its AI voice agents can automate routine calls and qualify leads. While it’s primarily voice-focused, it supports SMS and basic chat, making it a solid choice for companies where voice support is core to customer interactions.
Key features:
- Intelligent call routing
- IVR self-service
- Global virtual numbers
- SMS messaging
- Voicemail
Integration: HubSpot, Salesforce, Zendesk, Shopify, Slack, Freshdesk, and HappyFox.
Pros | Cons |
High-quality calls Ease of use | Limited to voice support |
- “Aircall is like the backbone of our customer service. It's where we receive and make calls to our partners, and it makes everything run smoothly.”
- “Features like call routing, real-time notes, and automatic logging make my workflow smoother and help me stay organized.”
- “The system can occasionally lag when switching between calls or loading past call logs.”
6. Dialpad
Dialpad offers a cloud-native call center solution that combines video, voice, chat, and social messaging communication channels into one workspace. With remote agent support and unified communications, your team can manage all customer interactions across channels in one app. It’s ideal for teams who want to streamline agent training and enhance end-to-end customer interactions while reducing tool-switching.
Key features:
- Omnichannel routing
- AI-powered call transcription
- Live-coach prompts
- Workforce management
Integration: Google Workspace, Slack, Salesforce, Zendesk, and Microsoft 365.
Pros | Cons |
Easy to use and set up AI-driven coaching and summarization boost agent productivity | Connectivity issues in the mobile app |
- “Dialpad Connect is super easy to use and keeps everything in one place — calls, video, messaging, even SMS.”
- “The AI-generated transcripts and insights are excellent. I also find the Salesforce integration straightforward and very helpful.”
- “Occasionally, the mobile app can experience minor connectivity issues.”
7. HubSpot Service Hub
HubSpot Service Hub is a virtual contact center platform built directly for teams already using HubSpot’s CRM. It combines customer support, ticketing, and contact center tools with HubSpot’s sales and marketing tools. It enables your support team to manage customer interactions in a single system. If you aim for seamless collaboration between sales, support, and service, plus full customer-context access, this solution is worth trying.
Key features:
- Built-in VoIP calling and logging
- Automated workflows for ticketing
- Self-service knowledgebase
- Feedback tools
- AI chatbot
Integration: HubSpot CRM, HubSpot Marketing Hub, Salesforce, Zendesk, Slack, and Microsoft Teams.
Pros | Cons |
Seamless HubSpot ecosystem integration Full customer-context support | Advanced contact center features require add-ons |
Real User Reviews (G2):
- “HubSpot Service Hub makes it incredibly easy to manage customer communication in one place.”
- “What I like the most is that it has so many amazing features, such as a ticketing system, knowledge base, live chat, team email, automation, etc.”
- “The free version works well for daily use, but there are some limits.”
How Does Contact Center Software Work for Remote Teams
Virtual contact center software enables remote teams to work through cloud-based infrastructure. This removes the need for expensive physical hardware and on-premises phone systems. With advanced AI-powered features and unified communication channels, agents can collaborate with colleagues across offices, home setups, or even different countries. They just need to log in to the platform from any location with a stable internet connection.
What’s more, the software can integrate with other tools, like CRM, so that remote teams can access customer data in real time, delivering faster responses and consistent service quality. Automation tools like IVR and chatbots handle routine queries, reducing agent workload and ensuring 24/7 support.
Key Benefits of Virtual Contact Center Solutions
Virtual contact center solutions deliver transformative value for both businesses and customers. Here are the key benefits of these solutions:
- Empower Agents with Seamless Remote Work
There is no doubt that remote work offers significant advantages for companies seeking skilled talent. Robert Half report 70% of job seekers like hybrid work arrangements and 25% prefer fully remote roles. Virtual contact center solutions align with modern workforce expectations, making it easier for companies to recruit agents regardless of location.
- Scale Easily Without Costly Infrastructure
If your customer support needs are growing and you want to scale, virtual contact center software is a great choice. Thanks to its cloud-based system, you can effortlessly add extra virtual seats without investing in expensive on-premises hardware or office space.
- Improve Operational Efficiency and Customer Satisfaction
Virtual contact center services enable automated call routing and intelligently route inquiries to the right agent, which streamlines operations. It’s also powered by AI tools, like IVR and sentiment analysis, enabling remote teams to address customer pain points in real time. This directly boosts customer satisfaction (CSAT).
- Seamlessly Connect Across Channels and Tools
Given its omnichannel support, a virtual call center solution allows agents to handle customer inquiries from calls, emails, chats, and social media seamlessly. The solution eliminates the hassle of switching between platforms, avoiding information loss while keeping smooth internal team collaboration and personalized service.
FAQs
1. How do you set up a virtual call center?
To set up a virtual call center, you need to define goals, choose a cloud-based software provider, ensure it integrates with existing tools, configure communication channels, and train remote agents on the platform. Most providers offer step-by-step guides, making it easy for you to set up the system.
2. What is the best virtual contact center software for a small business?
For a small business, the best virtual contact center software includes Nextiva, Aircall, LiveAgent, and Dialpad because they offer affordable pricing, easy setup, and salable features without enterprise-level complexity.
3. What is the difference between a virtual call center and a virtual contact center?
A virtual call center focuses primarily on voice calls, while a virtual contact center supports omnichannel communication, including chat, email, social media, and SMS end-to-end customer engagement. In general, contact centers are more comprehensive than basic call centers.
4. Can virtual contact center solutions integrate with CRM systems?
Yes, most virtual contact center solutions can integrate with popular CRM systems, such as Salesforce, Microsoft Dynamics, Zoho, enabling remote agents to access customer data and interaction history in real time.
