Virtual Contact Center Features

Virtual Contact Center

One solution for every customer interaction.

4.0/5 (13 reviews)

Virtual Contact Center Feature Summary

  • Customer engagement center
  • Outbound call center
  • Progressive dialer
  • Manual dialer
  • Inbound call center
  • Virtual call center
  • Management tools
  • Predictive dialer
  • Web based UI
  • Visual IVR
  • Skills based routing
  • Real-time analytics
  • iPad monitoring app
  • Call recording
  • Call monitoring
  • Integrations
  • Drag & drop IVR tool
  • Call routing
  • Outbound campaign manager
  • Transfer calls
  • Suite of pre-configured reports
  • Real-time status reporting
  • Instant messaging
  • Preview dialer
  • Graphical reporting
  • Pause and highlight calls
  • Agent performance
  • Customer information
  • Automatic call distribution
  • Zendesk integration
  • Cloud storage
  • Agent whisper and call barge
  • Broadcast dialing

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CRM Integration (73 other apps)
Call Monitoring (72 other apps)
Call Recording (104 other apps)
Call Reporting (63 other apps)
Call Routing (79 other apps)
Call Transfer (73 other apps)
Caller ID (72 other apps)
Chat (84 other apps)
Conferencing (76 other apps)
Instant Messaging (65 other apps)
Monitoring (67 other apps)
Real Time Analytics (58 other apps)
Real Time Reporting (59 other apps)
Reporting & Statistics (89 other apps)
Third Party Integration (94 other apps)
Video Conferencing (58 other apps)
Voice Mail (59 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


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Requires iOS 8.1 or later. Compatible with iPad.

Virtual Contact Center Feature Reviews

11 reviewers had the following to say about Virtual Contact Center's features:

Nick Thorsch

Helps Keep Up With Calls

2018-05-22

Pros

Helps receive and monitor calls on mobile even after hours.

Cons

Lag in call re-direct to mobile which may be frustrating to clients calling in as well as poor call quality.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
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Jessica Lamb

Excellent System for Low Price

2018-02-08

Pros

Users are able to set their own caller id which is a huge help when needing to change numbers

Cons

The biggest con of all, is the difficulty to add or change virtual numbers. In a call center that has to change numbers often, it is a huge hassle to have to go through the sales rep every time there is a need to make a change.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Mike Giudice

8x8 Software

2019-07-23

Pros

The system allows us to answer calls from a desk phone, mobile phone or software.

Cons

There were some connection issues in the beginning and we had to work through them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Hardik Panchal

Virtual Mobile Phone and Best tool for NOC or ITO

2019-08-23

We were using Bria and the application was hanging a lot and our NOC team was missing call which was not accepted.

Pros

The functionality on this software is same as mobile phone.

Cons

Nothing major. The setup size of windows applications is very large, can be reduced. Because the Android and iOS application sizes are small.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Becky Groe

Finally found our solution

2019-03-29

No more having to switch to personal cell use for business purposes due to current provider down time.

Pros

Mobile office, multiple phones ringing to reach each employee, additional voice mail boxes, and many other features.

Cons

A bit tricky learning a new interface/ order of things to adjust the settings, but can be learned.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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jet tan

8x8 a reliable phone solution

2018-02-15

Pros

It is also affordable and flexible in terms of pricing. 8x8 is easy to operate and is very scalable. It integrates with a variety of office tools.

Cons

There is no 24/7 support and limited phone selection. The queing option is also limited. Other additional features can cost.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Read more
Jan tan

8x8 is ok but FOnality is better

2017-06-07

Pros

easy to use as plug and play. can easily set up voicemails. can log in remotely even if outside the network

Cons

Does not have hud software where you can easily chat with other colleagues.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
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Annie Finn

Well rounded program

2019-07-29

Pros

I love the voicemail feature. Made it easy when you are on the go.

Cons

We had some issues with the phone system but the overall web features were great

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Insurance company, 11-50 employees)

Best in class service, but they gouge you over time

2019-07-20

Pros

The service is great, and the mobile app was best in class

Cons

We had outages more than other services and we they quietly hiked out prices overtime and it ended up as a rip off.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Cheri Dornberg

8x8 review

2019-10-08

Overall, I have not been satisfied with 8x8 and we plan to use a different system once our contract is up.

Pros

I like that with 8x8 you have the ability to not only access from the office but also from your home computer or the mobile app.

Cons

I have had many issues with 8x8. We have periods where our phone system stops working and I've had to contact the contact center and they have not been able to resolve the issues we have been having.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
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Chase Hofmeister

Used for a while.

2018-02-14

Pros

Used this product for a while and overall it worked well but wasnt as fully featured as some products

Cons

Other competitors products have more features and function better when combined with other softwares.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Read more