Hero contact center
EASY TO SET UP, EASY TO ADMIN

Virtual call centre

Allow your agents and supervisors to work from anywhere. With Dialpad Ai Contact Centre, you can get set up quickly and start engaging with customers and prospects on a single platform. Book a product tour to see how it works!


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If you have a distributed team of agents or reps who regularly need to communicate with customers, employees, prospects, then you probably need a virtual contact centre or virtual call centre.

Dialpad’s all-in-one communication and CCaaS tools help contact centre teams not only improve their service levels and customer satisfaction, but also coach and train new hires more efficiently. How? Keep reading.

What is a virtual contact centre?

Unlike a traditional call centre, virtual contact centres (sometimes also called remote call centres) typically consist of service agents who work remotely in different office locations or work from home.

💡 Quick note:

Some folks may still refer to "contact centres” as “call centres” but that term is used less and less now that calling isn’t the only channel anymore). There's also "CCaaS," or Contact Centre as a Service, which refers to the subscription-model contact centre software that's becoming more popular.

Almost always, these contact centre teams will need the help of virtual contact centre or call centre software (and a stable Internet connection) in order to operate from the cloud.

Essential virtual contact centre features that you get with Dialpad

With Dialpad Ai Contact Centre, you get not only a CCaaS solution, but also a business essential: a UCaaS (unified communications as a service) platform with a built-in VoIP phone system that integrates with tools like Zendesk, Intercom, and Salesforce.

Fast deployment

Set up your virtual contact centre teams and assign phone numbers—all in on your online account, without purchasing hardware. Dialpad works across your existing devices and allows you to manage your own contact centres easily (and efficiently).

Looking for a virtual
call centre platform?

Book a personal walkthrough of Dialpad Ai Contact Centre or, take a self-guided interactive tour of the app!

Dialpad's Ai contact centre vs. regular call centre platforms

FEATURES
🌟 Native capabilities
Owns all of its own technology and features—including Ai, real-time transcription, omnichannel, and self-service chatbot functionality.
Typically needs partner integrations / third-party tools to provide full range of functionality, like Ai, transcription, and omnichannel support.
⏰ Time-to-Value (TTV)
Setting up a new contact centre takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration.
Setting up new users can take days or weeks, requiring significant professional services involvement.
📈 Scalability
Incredibly easy to scale up and down—you can add and remove call queues, and hundreds of users all on your own!
Can scale up (more easily with cloud than on-prem platforms), but difficult to scale users back down if business is only seasonally busy (even for cloud solutions).
💰 Total Cost of Ownership (TCO)
Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
May entice customers with a low initial price point that doesn’t include many needed features.
🌟 Native capabilities
Owns all of its own technology and features—including Ai, real-time transcription, omnichannel, and self-service chatbot functionality.
Typically needs partner integrations / third-party tools to provide full range of functionality, like Ai, transcription, and omnichannel support.
⏰ Time-to-Value (TTV)
Setting up a new contact centre takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration.
Setting up new users can take days or weeks, requiring significant professional services involvement.
📈 Scalability
Incredibly easy to scale up and down—you can add and remove call queues, and hundreds of users all on your own!
Can scale up (more easily with cloud than on-prem platforms), but difficult to scale users back down if business is only seasonally busy (even for cloud solutions).
💰 Total Cost of Ownership (TCO)
Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
May entice customers with a low initial price point that doesn’t include many needed features.

Integrations with your existing tools

Empower your agents to provide a consistently high level of customer care, no matter what tools they’re using. From Zendesk to Intercom to Salesforce to Front, Dialpad integrates with most popular ticketing systems and CRMs to embed a dialer inside those platforms and streamline customer support agents' workflows across channels.

Run your team of agents from anywhere with a cloud contact centre

If your organization is ready to open up your hiring to include remote agents, then having virtual call centre software is a must.

If you're managing instant messaging and other channels beyond phone calls, then you might consider a contact centre platform instead.

Having the right software is essential to being able to do onboarding and training—and used together with self-service options, can help you provide excellent customer experience.

✒️ Grab the Contact Centre RFP Checklist

Vetting different cloud contact centre solutions? This RFP checklist covers the essentials to be aware of and why they may be important for your contact centre.

See how a virtual
contact centre platform
can work for you

Book a product tour to check out Dialpad Ai Contact Centre!

FAQs about virtual contact centres

Okay, so I don’t need hardware—what other expenses should I be aware of when considering a cloud contact centre?

Great question. There are other accessories that your work-from-anywhere call centre representatives will need, like headsets (with microphone), office chairs, noise-cancelling headphones, and webcams. The most important thing though, is probably a good Internet or 5G connection.

How do I choose the best virtual call centre software?

How is a virtual call centre different from a traditional call centre?

How does a virtual call centre work?

How can virtual call centre solutions improve the customer experience?

How can you transition from an on-premises to a virtual call centre?