Virtual Center Software

Outstanding Virtual Call Center Software

Cloud-Based Solutions for Any Call Center - Inbound, Outbound, Blended, or Multi-channel

The Most Trusted of the Virtual Call Centers

Amaze your customers Delight your customers with a leading-edge virtual call center that delivers greater agent productivity and flexible call center management. Automatically capture, route, manage, orchestrate, and report on inbound and outbound customer interactions of all types, regardless of channel.
Improve Call Center Performance Channel preference is changing rapidly. Bypass outdated software! Customers want it to be easy to do business with you. Manage calls, email & chat interactions through a single user interface. Better yet, by providing agents with automated and agent-based customer interactions history, you save processing time and amaze your customers.
Realize Significant Cost Savings Vocalcom delivers unmatched performances and ease of use, what's means less training, lower costs and a greater agent productivity. Increase first call resolution and respond to customers faster and more efficiently, no matter how they contact you. Your agents work at home or anywhere in the world on an unified platform that supports any communication channel. Be connect deeply with customers has never been more convenient, more user friendly and at a surprisingly low cost.
Get Ahead of Customer Service Trends Improve your customer service eliminating hold time, adding value to mobile environment, delivering proactive outbound communications, offering a face-to-face customer service over the web or responding on social media. Upgrades are automatic, which means your call center is always Up-to-Date. Hold on to Customers on Hold.
Find out why our leading virtual call center, is the trusted software choice of over 550,000+ users. whether you have 10 agents, or multiple contact centers with over 1,000 agents, you have full access to the features & capabilities that make our virtual call center the world's most popular call center solution.

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Everything you Need to Amaze your Customers

First-class Customer Service
Automatically capture, route, manage, integrate, orchestrate, and report on inbound and outbound customer interactions of all types with industry-leading contact center solutions..
Digital Customer Service
Bypass outdated software! Delight your customers in a digital world. Manage calls, email & chat interactions through a single user interface
Collaborate in real time
Agents can communicate with ease using instant messaging and our built-in chat feature. Your agents can collaborate, share insights, or get input from supervisors instantly.
Amazing IVR Web designer
Integrated Business Data with text-to-speech and speech recognition.
Multichannel virtual queuing
Respond to customers faster and easier, no matter how they contact you. Virtualize and scale enterprise routing rules and contact distribution. An Intelligent universal routing for a Seamless Cross-Channel Customer experience.
Call Recording
Improve performances and the quality by monitoring and evaluating agent interactions.
PVQ® "Proactive Virtual Queuing"
Reduce customer frustration and save on toll free number charges. Customers didn't have to wait on hold any longer, they could get a callback when it was their turn, or schedule a callback for a later time.
PCI-DSS compliant
Level 1 payment solutions to protect against credit card fraud.

Automatic Call Back
Every missed Call is a missed opportunity. Call back automatically when your agents are available.
Award-Winning Agent Desktop
Single Sign-on - Custom Call Scripting - Simply Powerful - Agents & supervisors love the simplicity and advanced features.
Seamless CRM Integrations
Works with Salesforce, Microsoft Dynamics, other third-party CRM systems are supported through a simple and powerful API.
CTI Screen Pops
Push customer information to the agent desktop. Real-time information. Increases agents efficiency and customer satisfaction by saving processing time and providing agents with complete customer interaction history.
Dashboards and Reports
Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It's simple. Just drag and drop..
Real-time Monitoring
Monitor your KPIs and valuable metrics from Anywhere. Advanced reporting and easy-to-use administration interface lets you manage and track your campaigns.
Powerful Configuration Manager
Instant Changes - Be nimble, make changes instantly online without IT. Agents, Supervisors & Administrators love the simplicity and advanced features.

Dialing Speed at your fingertips
Vocalcom's proven predictive dialer algorithm start dialing on multiple simultaneous lines to maximize productivity, passing them the next call the moment they are ready.
Unmatched Performances
Vocalcom's speed of delivering the call to an agent, or a procedure such as leaving a recorded message, is the fastest in the industry.
Answering Machine Screening
Reach more contacts with automated messaging options for answering machines. Leave automatically a custom voice message on answering machines and route inbound return phone calls to the same agents.
Time Zone & Do Not Call List
Auto-time zone adjustments allowed call time frame and based on the area code of the number you are dialing, to auto-adjust the time frame. better yet, 100% Do-Not-Call list Protection.
Call-back and Appointment Setting
Access to sophisticated calling features. Agents can schedule agent-specific or general call-backs or manage appointment setting. For general call-backs, our exclusive call engine automatically choose the best time to call back to increase your contact rate.
Robust Collaborative Dashboard
Agents can communicate with ease using instant messaging and our built-in chat feature.
Digital Call Recording
Improve performances and the quality by monitoring and evaluating agent interactions.
Automated broadcast
Phone tool capable of quickly delivering thousands of individually customized phone messages. You can also let Customers respond or be transfered to a live agent

Award-Winning Agent Desktop
Single Sign-on - Custom Call Scripting - Simply Powerful - Agents & supervisors love the simplicity and advanced features - Manage calls, email, Tweet, SMS, fax & chat interactions through a single interface.
CTI Screen Pops
Push customer information to the agent desktop. Real-time information. Increases agents efficiency and customer satisfaction by saving processing time and providing agents with complete customer interaction history.
Seamless CRM Integrations
Works with Salesforce, Microsoft Dynamics, other third-party CRM systems are supported through a simple and powerful API.
List & Campaign Management
Load, filter, and assign lists and campaigns in advance so that new programs or lists can begin dialing automatically, without supervisor intervention.
Real-time Performance Reporting
Advanced reporting and easy-to-use administration interface lets you manage and track your campaigns. Monitor your KPIs and valuable metrics in real time from anywhere.
Configuration Manager
Instant Changes - Be nimble, make changes instantly online without IT. Agents, Supervisors & Administrators love the simplicity and advanced features.
Agent Occupancy Rate
Our predictive dialer software automatically filters out answering machines, busy signals, disconnected calls, and fax machines - connect your agents only to live answers.
PCI-DSS Compliant
Level 1 payment solutions to protect against credit card fraud.

Auto-acknowledgement
Auto-Reply Immediately and confirms receipt of inquiries and sets response-time expectations for customers.
Intelligent auto-response
Provides fast, prepared responses to commonly asked questions, reducing the number of agent inquiries.
Auto-suggested solutions
Analyzes incoming inquiries and sends automated, accurate replies with links to relevant answers in the knowledge base. The result: first-touch resolution before an inquiry ever enters the agent queue.
Agent assistance
Helps agents respond to new or unique issues by automatically suggesting possible answers based on the content of each customer inquiry.
Agent response
Increases agent productivity by providing access to standard response templates and access to the knowledge base.

Business rules
Efficiently manages incoming e-mail and Web form flow by automatically assigning inquiries to appropriate agents based on content, time, customer type, and even emotional level.
Escalation rules
Notifies managers and triggers follow-up to help meet response commitments or provide special handling of priority customers.
Single Integrated Knowledge Base
Increase agent productivity with standard response templates and access to knowledge base.
Customer Interaction History
Increase customer satisfaction and save processing time by providing agents with complete customer interaction history.
First-touch Resolution
Improve first-touch resolution with auto suggested solutions

Live Chat on demand
Cobrowse. Sit in your customers navigation through your website.
Live video chat with e-shoppers
Offer face-to-face customer service on your website. Help your customers buy with confidence. Face to face selling decrease average handle time and signyficantly improve sales.
Manage Chat preferences
Make it easy for customer. Let them choose their communication preferences : Chat only, Audio chat or video chat. Up to eight text chat simultaneously.
Discussion
Real-time avaibility: you are displayed only if you are available, the web user does not wait. Multi-lingual, Customized pre-typed messages, Text chat only, Audio + text chat, Video + text chat.
Mobile Chat
Connect with your customers wherever they are.
Proactive Chat
Engage your online visitors to increase your conversion rate.
Detects Returning Visitors
Automatically detects returning visitors on your site as prospects, customers, or any other segment you would like to identify
CRM knowledge base
Discussions history, Discussion tagging ans notepad, Customers can leave messages when you are not available..
Geo Location Map
Geo Localize and target your visitors online in real time.

Click-to-call
Access to sophisticated calling features. Turn every web page to a phone to ignite your Sales.
Web Call Back
When a website visitor submits a form, including a telephone number, the Vocalcom APIs automatically populate that number in a list within the Vocalcom dialer for an immediate call back to the visitor and a live conversation with an agent. Improve productivity and increase sales be translating website visits directly to live conversations.
Co-browsing
Redirect your visitors to the right web page.
Transfer chats
Send live chat to any other agent online for escalation.
Analytics Data Console
Leverage Your Web Analytics Data, Survey and forms to Increase Engagement and Conversion Rate.
Web Page Push
Open product details or other helpful information in your visitor's browser.
Targeting
With TheWave, choose where in your site funnel you want to target visitors. Target the customers who are ready to check out, or any visitor segmentation based on your CRM inputs, cart, visitor registration.... and more.
Multi-website
Agents simultaneously present on several web sites with a single interface.

Selling on twitter
Automatically identify the twitter conversations regarding your products and push an offer in real-time.
Social Customer Service
Deliver answers anywhere. Let questions and comments from social media channels become part of your case queue. Route them through a single hub, and monitor and prioritize conversations by sentiment and influence. Then use insights from their online profiles to deliver better answers faster.
Social Media Monitoring
A single view to get in real-time an overview of your customer activity on social media.
Social Media Engagement
Interact with your customers on social media with a seamless cross-channel customer experience.

Social Media Management
Social Media Manager efficiently and automatically processes the social media interactions.
Identify influencers
Respond faster and more appropriately with a full view of customer activity and insights on social media.
Leverage facebook
Get the list of your facebook customer's friends by email, SMS or during a Live chat.
Social Media to Website
Identify the visitors coming from your customers social circles and welcome them with amazing personal video chat.
Digital Marketing
Boost your website traffic posting your offers directly on your customer's friend's wall.

Knowledge
Get answers from every channel. Get accurate answers faster, wherever they live. From Google searches to social media, from business partners to self-service website queries. All making your contact center smarter. And customized to drive the right information to the right people.
Unified workspace
Optimize your company´s workflow by eliminating the redundant action of opening and searching through multiple systems with the customer on the phone.
Customize automation rules
Define automation rules when an event happens. Automatically create new tickets when agents receive a new call, when a voicemail is received and when a call is missed.
Train and evaluate agents
Ensure a positive customer experience and train your agents quickly by dropping in on live calls, listening to recorded calls and engaging in call conferencing when necessary.
Consolidated customer data
All of your interactions in one unified agent experience. Create and track. Route and escalate. Fully integrated with your company's crm and back-office apps. Your agents will know more, work faster, and work smarter. Across all channels. All the time.

Dashboards and Reports
Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It's simple. Just drag and drop.
Visual Workflow
Streamline process management. Manage any support process. From call scripting and returns, to quotes and resolutions. Even automated approvals for critical processes. Get consistency and speed across every customer-service channel, from the call center to the web, all entirely in the cloud.
Make intelligent business decisions
Historical reports based on advanced charting and data transformation capabilities are presented in an intuitive dashboard. Make more informed decisions based on insightful information.
Add notes and collaborate easily
Agents can add and edit notes directly from the interface allowing for easy collaboration between agents and departments. Information is automatically synchronized with your systems ensuring that all agents are accessing accurate data.

Outstanding Virtual Call Center Software

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