9 Best Virtual Call Center Software in 2026,Jan (Top Picked)
Imagine you run an online store that sells handmade crafts. Your customers come from different time zones and they often have questions about shipping, product customization or refunds. Now as you know, hiring an entire team of sales, setting up the office with desks, phones and agents in one location is really expensive.
This is where we have the best virtual call center software that offers a seamless way to connect with the clients from across the globe!
Calling the clients via phone and writing the call notes on a piece of paper is something that sales agents in the 1950’s used to do.
Now, with the rise of remote workflow and cloud computing technologies, virtual call center tools have become the perfect choice for businesses.
Let’s help you understand it by giving one more example! Say you’re running a food delivery startup that serves foodies across the U.S. Your customers might need assistance with tracking orders, requesting refunds, or reporting missing items.
Now, instead of setting up a call center in one city, you can use virtual call center software like Five9, Aircall or more that we’re gonna discuss in the blog ahead.
What is Virtual Call Center Software?
In very simple words, a virtual call center is a cloud-based tool or app that allows customer support agents to work from anywhere in the world. Unlike traditional call centers, which require a physical setup with computers and phone lines, a virtual call center only needs an internet connection and access to the software.
With virtual call center tools, businesses can manage customer support, telemarketing or sales operations remotely. Calls are routed (directed) to available agents or to the right agent, if they’re working from home, or even while traveling.
The software includes top call center features like call recording, call forwarding, call routing, phone number masking, live monitoring, call reports & analytics and easy integration with CRM tools.
Now that we know what virtual call center software actually is, let’s move further to learn the best options available for you.
9 Best Virtual Call Center software in Jan
If you’re running a call center and your calling team works remotely, plus you have your clients from different locations, then this list will definitely help you do your job efficiently. Below, we’ve listed the best virtual call center software in 2026 that uses AI-built algorithms, VoIP services, calling dialer and more to help you boost sales and provide 24/7 services to your customers.
We’ve also mentioned the top 4 unique features of the best virtual call center software to help you get an idea what you’re gonna get and how it’ll be useful to your business.
1. Dialpad
Let’s first learn what Dialpad offers! See, if you talk about customer service and tech support, the thing that’s important is connecting to the right person!
Dailpad’s Interactive Voice Response mechanism makes that process smoother by automatically directing the customers to the right agent or department. Plus it even supports self-service options, so customers can get answers instantly.
If you have a call center and you want to train new agents or let’s say you want to improve customer interactions, Dialpad lets you do that well. It records and monitors calls in real time to help the trainees understand how to take a call.
Key Features
- AI-backed Client network: Dialpad is backed by AI. It has a database of over 6 billion minutes of business conversations. It can take calls in real time, generate meeting briefs and even offer live coaching to agents.
- Multi-Channel Communication: Customers today don’t just call, they text, chat on WhatsApp, message on Facebook, and more. Dialpad brings all of that into one app so your agents don’t have to keep switching between platforms.
- Fast & Easy Setup: No complicated setups at all! With Dialpad, you can get your virtual call center up and running in a matter of minutes.
- Easy App Integrations: Calling agents use tools like Salesforce, HubSpot, or Zendesk to manage customers, Right? So, instead of making them switch multiple apps, Dialpad integrates directly with these apps.
2. Cloudtalk
How is CloudTalk good for the callers? First, let’s talk about security! It has in-built features like strong data encryption and multi-factor authentication to keep the business database safe.
Plus, CloudTalk follows GDPR and HIPAA regulations, keeping your call center business away from legal risks. Along with that, if you buy services from CloudTalk, you get everything! Just sign in, and you’re ready to go. There’s no need to buy extra hardware, CloudTalk works on your device easily.
If a guy works in a tech support department, then as a client manager he needs to handle the customers via calls, tickets, send or receive emails, updating info on a regular basis and all. CloudTalk provides seamless integration on customer management tools like Slack, zoho, zapier so that your sales guy need not switch constantly through different software.
Key Features
- Built-In AI chatbots & Live Help: CloudTalk’s AI chatbot searches your entire archives in real time to provide accurate responses to your clients. Plus, for sales teams, it even suggests the best questions to ask during calls.
- Highly Scalable Tool: CloudTalk makes scaling up or down super easy! You can quickly add new sales agents, create call queues and even adjust settings instantly. This is perfect for businesses that have seasonal hikes in customer inquiries.
- Whatsapp Integration: Your team can reply instantly! Customers get personal support and reply to every conversation in a matter of minutes. Your salesman can manage incoming messages and even assign chats to the right team members.
- 3x Power Dialer: This is a very important tool that automates dialing and maximizes your outreach, simply by eliminating manual tasks! Plus you can connect the Power Dialer with your CRM tools to import contact lists, manage leads, and track interactions.
3. RingCentral
If you’re looking for a tool that can help you manage your remote team members and clients, then in that case, RingCentral is the best virtual call center software.
Let’s know why! First off, you can use RingCentral to record and schedule calls, send and receive text messages, plan client-agent meetings and even make small AI notes on events that take place in the meetings.
Moreover, you can easily support your customers, grow revenue, and run events on time, all thanks to RingCentral’s powerful AI-integration. With every client, your AI agent interacts that seamlessly gets integrated across calls, messages and faxes. To help your team to improve, RingCentral offers real-time analytics on call status, replies and conversion rates also helping you to make quick official decisions.
Key Features
- AI-enabled Business Communication: As a client manager, you should know the importance of instant answering calls, emails, text SMS, faxes. Ring Central’s AI integration helps you attend to the customers even if your team isn’t present.
- Intelligent Virtual Agents: Your client is always given importance to help your business grow! This tool offers you voice and digital self-service capabilities to help your customers with resolving issues, thanks to intelligent virtual agents.
- Easy-to-Use DashBoard: You can easily track previous client data, call recordings and real-time performance with customizable easy to use dashboards. It even gives a navigable interface to your new recruits who find it difficult to handle operations.
- Automate Fax scheduling: Send and receive internet faxes from anywhere using your computer, smartphone, tablet or any device. Plus no extra hardware required to access the advanced features of RingCentral.
4. Justcall
If you’re looking for a seamless way to connect to your leads, then you should go for JustCall. This tool uses AI full-fledgedly to help you boost your lead conversion rate.
Missing even a single call from a potential client can lead to a tremendous business loss. To help you out from missing calls, JustCall offers an amazing feature of creating your own AI agent that answers a client’s call anytime. You also get a Sales Dialer that automates your calling and boost connect rates upto 6x.
Plus, if you have a CRM business and you’re new to this tool (have no idea how it works), then in that case to make sure your investment remains safe, you can book a demo or a free trial plan.
Key Features
- 100+ tools Integration to automate tasks: This feature is really incredible as it allows you to power up your business communications using all the tools without letting you switch between the tools and ensuring you get all the channels in one head.
- Cloud Phone System: JustCall offers an amazing AI-Voice agent to handle incoming calls, plus you even get a Sales Dialer to automate dialing and maximize sales outreach. Cloud Phone feature allows team managers to redirect calls to the right agent.
- Advanced Analytics: You can monitor real-time performance of your customer managers! This feature, in a nutshell, empowers your call center giving you advanced analytics to help you take instant decisions on the basis of the performance.
- Conversation Intelligence and All Transcription: JustCall in-built AI automatically analyzes every conversation to spot trending topics and track customer sentiment to identify pain points. It even converts conversation into accurate text.
5. Telecmi
In easy words, this tool can also be called as All-in-one virtual call center software that helps you to manage tech support, business teams and client base remotely.
This tool offers you an amazing IVR technology that uses voice or keypad inputs to automate phone calls. So, how else can it be useful? See, it can answer client’s questions, route calls to the right agent and provide info without needing to speak to any agent at all.
Next thing that TeleCMI offers is a virtual Toll free number. If you have a diverse multinational business and operate on a larger scale wherein a client-agent interaction is vital, you need to provide a toll-free number to your audience to help them connect with you without any gestation 24/7 leading to increased lead conversions as well.
Key Features
- Call Masking: See! The more you secure client’s data, the more reliable your business gets! TeleCMI helps you encrypt the personal numbers of your clients as well as your virtual number (2-way number masking)ensuring secure interactions.
- AI Call Routing: What if the caller has a technical issue and you’ve no idea how to resolve the problem? In that case, then IVR technology routes your call automatically to the right agent in order to seamlessly ensure the workflow.
- Global Virtual Number: TeleCMI allots you one virtual calling number that remains encrypted from clients to ensure security! Plus this number is operational on a global level, allowing you to contact the customers from anywhere anytime.
- Easy to Understand Visual Analytics: From analysing call logs to downloading call reports, TeleCMI offers AI-driven graphical analytics that even helps you to make business decisions on the basis of performance easily without taking time.
6. Genesys
As far as this tool is concerned, it provides an all-in-one cloud-based platform that helps businesses manage customer interactions across voice, chat, email and social media.
With built-in AI systems, automation and powerful graph analytics, Genesys ensures every customer gets a smooth and personalized experience. The best thing about Genesys is its feature to unify customer engagement, workforce management and AI-driven insights in a single, easy-to-use system.
This feature allows businesses to improve customer satisfaction and also boost agent productivity.
Plus, with strong security measures and law-compliance features, startups can trust Genesys to keep customer data safe while delivering top-notch service.
Key Features
- AI-powered routing: This feature ensures that customers are 24/7 connected to the best available agent based on their issue and agent-expertise. This further reduces wait times and improves issue-resolution rates.
- Virtual agent support: Genesys uses AI-driven chatbots and AI voice assistants to handle the basic customer inquiries, freeing up human agents for more complex problems. It even ensures that you never miss a call or an email and respond instantly.
- Real-time analytics: This tool offers visual metrics to give client managers a clear picture of the regular customer interactions and agent performance. This makes it easier to improve SLAs and identify areas for training and development.
- Customer journey orchestration: Now, this feature takes personalization to the next level! Genesys tracks customer interactions across multiple channels and responds accordingly.
7. Five9
When it comes to running a seamless virtual call center, Five9 is a name that stands out always! It firstly is a cloud-based contact center tool that helps businesses deliver top-quality customer service while keeping work operations smooth and efficient.
Let’s say you’re having a small team, Five9 gives you the management of all the tools you require to engage customers on their preferred channels, optimize workflows and also enhance agent productivity.
Actually, it’s not just about handling customer calls. Five9 integrates AI systems, automation and performance optimization to ensure your business stays up, your agents stay empowered and your customers stay happy.
Key Features
- Collaborative Intelligence: Five9 mixes human expertise with AI and automation to create a nice CX. It doesn’t replace human agents at all, instead it boosts them. Agents get real-time AI-driven insights and assistance, which means they can handle customer queries faster and more effectively.
- Practical AI for Smarter Interactions: Five9 offers intelligent virtual agents or the IVAs that can handle basic customer questions without needing human help. That means your customers get instant responses.
- Workforce Optimization (WFO): See! We all know that managing a remote team can be very challenging, but Five9’s tools make it easy. WFO tools help supervisors track agent performance, analyze call trends and even schedule shifts smartly.
- Omnichannel Customer Engagement: Gone are the days when customers only called for support! Now, they reach out via chat, email, social media, and SMS. Five9 ensures a seamless experience across all these platforms.
8. Twilio Flex
This tool, Twilio Flex, is specifically designed to make customer interactions easy and personalized. It adapts to your business needs, helping you engage with customers seamlessly across multiple channels (It’s like an All-in-One tool).
Please forget messed up, outdated call centers! Twilio Flex integrates smoothly with your existing systems, allowing you to modernize at your own pace. And in turn, you get happier customers, more efficient agents and a 2x profit.
Twilio Flex even gives you full control over customization. You can change every aspect from the user interface to app integrations, so your contact center works exactly how you want. Plus, with AI-driven insights and intelligent call routing, your team spends less time juggling tasks and more time delivering top-quality support.
Key Features
- Bring Your Own Carrier: No need to switch your phone carrier! With Twilio Flex, you can keep your existing PSTN voice provider and phone numbers while enjoying all the benefits of a modern call center.
- Google Contact Center AI: This AI-powered feature suggests responses to customer questions, making agents’ jobs easier and reducing wait times for customers. It’s like having a smart assistant helping your team at all times.
- Flex Insights: You get a deeper understanding of customer interactions with real-time visual analytics. You can track agents’ KPIs, monitor conversations rates and also create customised dashboards to optimize your customer support strategy.
- Intelligent Routing: Twilio’s TaskRouter is an amazing feature! It automatically assigns tasks to the right agents based on their skills, availability and priority. It also has backup rules, ensuring no customer is left waiting for too long.
9. Aircall
And now our last virtual call center option is Aircall! If you ask us to explain AirCall in a few words, we would say, “The Smarter Way to Handle Business Calls” Imagine a world where handling customer calls feels effortless.
That’s exactly what Aircall does! It’s an AI-powered communication platform designed to make business calls smoother, smarter and more productive. With its easy tool setup feature, you can claim numbers, integrate with your favorite tools, and start managing calls in seconds.
No technical headaches at all! Plus, its AI-powered features take care of repetitive tasks like answering the same basic queries to the customer, giving your team more time to focus on meaningful conversations.
Key Features
- Cloud Scalability Without the Hassle: One of the biggest challenges for growing businesses is scaling up. Since AirCall is cloud-based, you don’t need to worry about hardware, complex setups, or hidden upgrade costs.
- Real-Time Data & Actionable Insights: See! Numbers don’t lie! And AirCall provides real-time analytics to help you make informed decisions. From monitoring call volumes to tracking customer feelings, the software gives you deep insights into your call center’s performance.
- Omnichannel Engagement: Customers can connect with your business through their preferred channels, be it SMS, WhatsApp, Facebook Messenger or live web chat.
- Interactive Voice Response (IVR): Improve customer service with a custom IVR system! Let customers find answers to common questions or route themselves to the right department, reducing agent workload and wait times.
Please request the Sales team of the Software for a demo or a free trial before actually investing a huge sum on a particular virtual call center tool that is mentioned above. With this, you can get a perfect idea whether it’ll work properly as expected or not, considering your business operations.
Benefit of Choosing Virtual Call Center Software in 2026
As you already know that businesses are rapidly shifting to virtual call center software! Now why? What are the users getting after switching to virtual call center tools? Let’s find out:
- Saves a lot of Cost: See! What virtual call centers do is that they eliminate the need for physical office space, reducing all sorts of extra costs such as rent, office utilities and infrastructure maintenance. You simply have to buy the tool and set it up on any device (it is device friendly too). So simple!
- Can access Agents Globally: Multinational Companies can hire agents from anywhere in the world, allowing for a diverse and skilled workforce without geographical limitations. Not only that, your customers too, can connect with the right agent at any time and through whatever channel they want!
- Easily Scalable & Pricing is Flexible: If you have a physical call center, you cannot scale, but a virtual call center software 100% allows businesses to scale their operations up or down based on workflow demand, ensuring efficient resource allocation also.
- Boosts your business productivity: The Cloud-based tools and automation features, such as AI-powered chatbots and call routing (call redirecting to the right agent), help your team to work more efficiently, reducing wait times for clients.
- Enhances CX: With virtual call center tools, you even get the advanced features like call recording, real-time analytics and AI-driven insights that allow businesses to offer a more personalized customer experience.
- Integrations with the CRM Tools: And lastly, as you know, most virtual call center software integrates with CRM systems! Now this helps in accessing the ticketing tools and other communication platforms making business operation easy.
How Virtual Call Center Software Works?
By now, we’ve studied what virtual call centers are! Now, let’s learn how virtual call center software operates. So, to begin with, you already know that they operate through cloud technology, enabling your agents to work remotely while maintaining efficient communication with customers.
So, here’s a step-by-step process of how it works:
- Cloud-Based Setup: First thing, you should know that the software is hosted on cloud servers, which in other words means that the businesses do not need in-house hardware. Employees can login from anywhere in the world. All they need is just an internet connection.
- VoIP Technology: See! The virtual call centers use Voice over Internet Protocol, in other words, VoIP, to make voice calls, eliminating the need for traditional phone lines. You simply need your internet connection to make about 10 to 15 calls together in a matter of minutes.
- Automated Call Distribution: The software automatically routes incoming calls to the most suitable agent based on expertise, location or customer priority. This helps in reducing time wastage and good resource allocation.
- Interactive Voice Response: Agents are not always available! They are humans not machines! To this, the software uses an automated system to interact with the customers before being actually connected to an agent, ensuring they reach the right department.
- Real-Time Monitoring & Analytics: Next, the supervisors or the sales managers can track the call performance, agent productivity and customer satisfaction using intuitive dashboards and analytics reports.
- Multi-Channel Support: As we’ve already discussed in the blog above, the virtual call center software integrates voice calls, emails, live chat and social media interactions into a single platform, allowing back-to-back communication.
- Call Recording & Quality Assurance: The Calls are recorded for training and compliance purposes, helping the businesses maintain service quality. Plus, call recordings also help in assuring accurate transactional details and other info safe.
- Integration with Business Tools: the virtual call center software easily connects with the CRM systems, helpdesk software and other collaboration tools for efficient workflow management.
Traditional call centers vs. Virtual call centers
It might be clear by now, but then too, our technical research team has done an in-depth study about this topic and has brought to you a proper line of difference between traditional and virtual call centers to help you get a perfect idea about it.
| Traditional Call Centers | Virtual Call Center Software |
| Physical Office Setup (Chair, Desks, PC and a lot of paperwork) | Remote or a Cloud-based setup (You just require a smartphone + Internet) |
| Very difficult to Scale (or Upgrade) the business | You can easily scale the resources of the tool as per the need. |
| Limited Working hours (like 9am to 6pm) | 24/7@service, global support availability |
| Affected by local disruptions | Operates easily without disruptions |
This table gives you a complete picture about what traditional and Virtual call centers actually are and how they’re different from each other.
How to Choose Virtual Call Center Software?
It’s really challenging! Choosing the best out of so many is too difficult a task. To this, we’ve brought to you the top 4 things you need to keep in mind when selecting the right virtual call center software. So, please read the points mentioned below:
- First, please ensure that the software offers essential features such as VoIP calling, IVR, call routing, analytics and multi-channel support.
- Second, choose software with a very easy to use interface that requires less training for agents and supervisors.
- Third, please make sure to pick the right virtual call center software solution that allows you to scale up or down based on business needs.
- And lastly, just keep in mind that if software integrates with CRM tools, email platforms and other business applications for a smooth workflow.
FAQ’s
Which is the best virtual call center software for small businesses?
Five9, RingCentral and DialPad, to name a few, are the best virtual call center software for small businesses depending on your budget, team size and required features. These software offer top features like call routing, IVR, CRM integrations and AI automation.
How much does virtual call center software cost?
Virtual call center software costs between $20 to $150 per user per month. Some providers offer different pricing plans and also offer enterprise solutions that can cost more, based on custom requirements.
Is virtual call center software secure for handling customer data?
Yes! Most reputable virtual call center software offer end-to-end encryption, GDPR and HIPAA compliance and multi-factor authentication to ensure data security.
Can virtual call center software integrate with CRM and other tools?
Yes! Most virtual call center solutions integrate with popular CRMs like Salesforce, HubSpot, Zoho & Zendesk. They also support easy integrations with helpdesk software, email platforms and automation tools like Zapier.
What is the difference between on-premise and cloud-based call center software?
See! On-premise call center software is installed on local servers, requiring high upfront costs and maintenance, whereas, a Cloud-based call center software is hosted online, offering scalability, remote access and lower setup costs.
Which virtual call center software offers the best AI-powered automation?
AI-powered call center software like Five9, CloudTalk and RingCentral offers advanced automation features, including AI-driven chatbots, predictive dialing, sentiment analysis and speech recognition for improved efficiency and customer UX.
Can virtual call center software support remote and hybrid teams?
Yes! Cloud-based virtual call center software is specifically designed for remote and hybrid work environments. It enables agents to work from anywhere with features like mobile apps, VoIP calling, omnichannel support and real-time performance monitoring.
How does virtual call center software improve customer service efficiency?
Virtual call center software enhances efficiency through automatic call distribution that routes calls to the right agent, IVR that helps customers find quick solutions, AI-driven analytics, Omnichannel support that helps you handle calls, emails, live chat and social media from a single dashboard and Call recording & monitoring.
Conclusion
AI is the Future! Everyone’s using AI in different fields, be it in agriculture, military, e-commerce business and more. Here, in this blog, we’ve talked about the best 9 virtual call center software that uses AI algorithms to make your customer interaction and agent monitoring a piece of cake.
You sleep, but AI doesn’t! Use virtual call center tools to reply to your customers 24/7 even when your agents aren’t present, thanks to AI-driven chatbots. And that’s not all, you can even integrate all the CRM tools under one shade without letting you switch from one interface to another.
So, choose the best option that fits as per the needs of your business.
Here are some other most popular Software.
