A virtual call center, also known as a remote contact center, is a business model in which your call center agents are not restricted to a specific location or device. Instead, they can take inbound customer calls and respond to outbound inquiries while working from anywhere. Although the agents are physically separated, virtual call center keeps them digitally connected. Because of its flexible deployment options, it is a cost-effective alternative to traditional, legacy call center solutions.

Virtual call centers were created to help companies save money on central office overhead costs while supporting customers in different time zones. Thanks to software features focused on flexible real-time data synchronization, support ticket updates, and CRM tool integrations, Agents have access to the same information regardless of when and where they work.

There are various types of softwares available for virtual call centers, when deciding which providers to consider for your virtual call center, consider the following factor:

  • Support with onboarding, new customer training, and customer service
  • Native communication channels that are available
  • Pricing transparency and the availability of a free trial
  • Integration with third-party apps, particularly CRM systems
  • Capabilities in Artificial Intelligence and Automation
  • Design and editing of call flows should be simple

What Are the Different Variations of Call Center Software?

variations of Call Center Software

This article explains four types of software for call centers, including their merits and demerits:

1. On-Premise Call Center Software: Call center software, hardware, and associated infrastructure are installed and maintained at your office by your IT staff or an outside service provider with on-premise call center software solutions.

  • Benefits and Drawbacks

Because all integrated systems and data are onsite, one of the benefits of on-premise call center software solutions is that you have complete control over them. As a result, on-premise solutions are ideal for centralized teams requiring local data and a dedicated IT staff to maintain and update their hardware, software, and infrastructure. On-premise solutions have several drawbacks, including high upfront hardware, software, licensing, and infrastructure. They also have limited integration and customization options, and you must upgrade your system with each new software version.

2. Hosted Call Center Software:

Hosted call center software is organized offsite and made available via a network connection that might or might not be linked to the web. Call centers can have their complete call center facilities, except for operative stations, hosted offsite with hosted solutions. Conversely, they could use a hybrid method, with some facilities on-premise and some offsite.

  • Benefits and Drawbacks

One of the main benefits of hosted call center software solutions is that they are frequently less expensive than on-premise solutions and are maintained by a service provider, making implementation and upkeep easier. One of the drawbacks of hosted call center software solutions is that they have limited integration and customization options and require software upgrades with each new version.

Cloud-based call center software

3. Cloud-based Call Center Software:

The cloud contact center software is hosted online and accessible via the internet via an app (which can be installed on a computer or mobile device). All data is stored in the cloud and can be cashed to access even offline with cloud-based call center software solutions.

  • Benefits and Drawbacks

Some of the drawbacks of cloud-based call center software solutions include being hosted online; hence, this is not optimal for teams who operate their call center software onsite. On the other hand, one of the benefits of cloud-based call center software solutions is that consumers pool resources (also referred to as multi-tenancy), making them more cost-effective.

4. Browser-based Call Center Software:

Browser-based call center software is the final and most advanced call center software solution. Browser-based call center software integrates call center software, communication services, and all other call center features into a web browser conducted online.

  • Benefits and Drawbacks

Advantage- Teams can access their call center software from any location with an internet connection, allowing dispersed teams to collaborate easily, agents to work remotely, and managers to stay connected while away from the office. The entire call center runs in the browser, which is a disadvantage. As a result, this is not an ideal solution for teams that require their call center infrastructure to remain on site and teams that do not have access to a reliable internet connection.

What Makes the Best Call Center Software?
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