A virtual call center is simply a call center operation whose employees are spread across multiple locations. Virtual call center agents and managers may work remotely 100% of the time, or their business may encompass a mix of on-site and WFH employees. In either case, cloud-based dialer software is the glue that binds all the distributed workers at an outbound virtual call center together.

Call center software is a solution capable of managing and initiating phone, email, text, and other channels of customer communications. Contact center software may provide inbound or outbound functionality, or both as part of a blended call center.

Technically, all you need to start a virtual call center are agents with a reliable internet connection, a computer, and a cloud-based dialer software like Convoso. To help you set up and manage a successful virtual call center, Convoso offers a range of agent management solutions, powerful call center reporting tools, and many other features.

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Cloud contact center software resides on a vendor’s server and is accessible via a web browser or web-based application. To access cloud software, one only needs a computer and an internet connection. On-premise software is installed locally on a business’s computers and servers. While on-premise call center software previously dominated, cloud-based options have become the norm in the 21st century. This trend has only continued recently with the growth of the remote or virtual call center, which requires the use of a cloud-based contact center software.