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Why You need to Build a Virtual Call Center Software



call center telephony solutions

What is virtual call center solutions software? What are its features? Why should you switch to it? We will answer all these queries in this article.

Virtual call center solutions software is created to provide a modern cloud solution that empowers organizations and businesses to conduct customer service-based business across locations and time zones. The fundamental difference between traditional and virtual call center software lies in its flexibility.

We are in the age of the cloud, where you can use online apps and software applications across different devices. Call centers help organizations provide customer support solutions to millions of customers regularly. Every successful organization relies on a call center in one way or the other. Call center training solutions address various organizational functions, irrespective of the business scale. They play a vital role in your organization’s customer experience, brand awareness, and customer feedback.

Virtual call center software is one of the vital components of an organization’s communication network. Now, you might ask: What is virtual call center software? What can it do for me? In this article, we will look at a few essential features of this technology and try to understand why you should switch your business to virtual call centers.

What is software for virtual call centers?

A solution that accommodates both inbound and outbound communication requirements for businesses and organizations is software for an online contact center or virtual call center. Call-center platforms traditionally relied on heavy hardware like Auto Call Distributors (ACD) and telephones. On the other hand, software-based call centers have eliminated the need to adhere to actual hardware. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts,” according to a Call Miner study.

In many ways, cloud technology has made sales and services more accessible to everyone. Because cloud-based technology is used in virtual On premises call center solutions software, your team can work remotely while functioning as a cohesive unit. The software typically uses CTI technologies, VoIP, and SIP for all their calling requirements.

Virtual call center software also makes it simple to integrate web-based communication APIs, keeping in mind the recent buzz about providing an omnichannel experience. All browser-based voice, video, or data communication between you and your customer is supported by WebRTC’s APIs. This permits you to synchronize various channels under a solitary choice.

Virtual call-focus programming is additionally lighter on the spending plan. It enables you to utilize API integration of necessary services within your cloud-based software solution. As a result, you only pay for the services you use.

Virtual Call Center Software

Virtual call center software is a powerful tool that enables you to deliver personalized customer care services. The software provides 24/7 access to your team of agents, allowing them to handle customer inquiries remotely. It also helps you manage your call center operations, improve customer satisfaction, and increase revenue.

Any organization in any industry can use virtual call center software. It’s an effective way of offering high-quality customer service without investing too much money in hardware infrastructure, training, and hiring additional staff.

Add Channels Easily

Easily integrate communication APIs into virtual call center software to provide customers with an omnichannel experience. You can rely on communication-API service providers like Vonage and Sim form for all your API integration requirements with free virtual pbx.

With APIs, you can incorporate programmable voice, chatbots, SMS, chat, video, and in-app calls. Since each channel is also broken up into different API services, integrating them is more accessible than building them from scratch.

Your virtual call-center software can effectively equip your agents to meet customer needs across multiple channels by utilizing APIs to boost agent productivity. Your agents can take calls remotely from their browsers by adding a WebRTC gateway.

With a UI that is tailored to your agents, you can improve the functionality of your virtual call center software. You can eliminate the need for your agents to juggle multiple windows by integrating CRM into your software with API.

Scale Flexibly 

Let’s say your call center has hired a new employee. Now, you need to provide them with hardware, business equipment, and application licenses—none of which are cheap. However, virtual call center software requires integrating APIs into your virtual call center.

Your virtual call center software can be scaled up or down at any time without incurring costs. You won’t have to worry about hardware planning or capacity because the software is the same for all your agents. Instead, you can focus on what you want to build with your time and energy. You won’t have to worry about oversubscribing to the software because APIs are set up for free PBX, so you pay for each use.

Lower Initial Costs 

If you want to start an onsite contact center, you should consider the costs that aren’t obvious. Some of the initial costs include host servers, PBX, and phone terminals. Investing in essential office supplies and furniture can significantly reduce your budget.

On the other hand, there are no hardware requirements at all for virtual call centers. Without breaking the bank, cloud solutions provide a set of certified applications. Employing or relying on in-house developers is no longer necessary when you use virtual call center software. Instead, you can rely on service providers specializing in API integration, such as Sim-form, to take care of everything. When opening a call center means lower initial costs. The cloud-based software billed per use will be the only cost to you.

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If you are a business, your staff will spend a lot of time making their way through customer support requests. The average company takes and processes millions of customer inquiries yearly, whether inbound or outbound. If you have a high volume of inquiries, do not hesitate to look into the possibilities of developing a virtual call center software – this will save your company time and resources and ensure that your customer experience is as seamless as possible. Visit FreePBX Aavaz now!