With the technology advancements in virtual platforms, a number of companies are seeking to leverage the benefits of the virtual call center. Such a platform allows you to support at-home agents and deliver seamless customer service without the expense and management of the brick and mortar call center. As this industry continues to expand, value players are entering the market, offering solutions with basic features or expanded platforms to support the multi-channel call center. Tried and true providers, such as LiveOps, Genesys and Avaya are included in many virtual call center software reviews and have been serving this client base before the virtual call center became the platform of choice.

LiveOps Plays a Part in Virtual Call Center Software Reviews

LiveOps has found its key differentiator in multiple virtual call center software reviews as offering more than just virtual call center software. This company not only delivers an on-demand contact center platform, it can also manage your virtual call center for you through its network of 20,000 at-home virtual agents. LiveOps works with you to determine your needs and builds your virtual call center from the ground up. If you’re ready to launch a campaign and simply want to leverage call center outsourcing, LiveOps can meet that need as well. The company offers scalable solutions and flexible capacity, changing along with your needs. The downside to LiveOps is that most of its market focus is on its outsourcing capabilities, which can leave the virtual call center client hungry for a little more.

Virtual Call Center Software Reviews Feature Genesys

In a glance of various virtual call center software reviews, you’ll notice that Genesys is a viable option for the larger company seeking to leverage the potential of customer service support outside of the company’s walls. Genesys has done well to drill down into the call center environment and develop solutions that meet the real world needs that exist today. The company understands the importance of every touch point between you and your customers, offering innovation communication tools, including interactive voice solutions, SDKs, desktop integration, conversation managers, adapters, customer interaction portals and so much more. The extensive capabilities offered by Genesys position the company well to meet the needs of the larger enterprise. For the smaller business, the Genesys solution easily offers too much bang for a larger buck and can easily overpower the network.

Avaya: An Important Focus in Virtual Call Center Software Reviews

Avaya can easily match Genesys in its size and scope, catering to the larger provider. Rather than offering a bundled solution to launch the virtual call center, Avaya offers specific products and partners with integration specialists in the field who act as consultants within the customer environment. While Avaya does offer the Avaya Aura Experience Portal to connect all applications, multimedia services and automated voice, Avaya better serves the virtual call center through virtual applications to support the call center already in operation. In working with Avaya, you select platforms that match your core initiatives and blend with your standard virtual call center solution. The challenge here is Avaya may not be able to meet all of your virtual call center needs, especially if yours is a small operation.

In virtual call center software reviews, LiveOps, Genesys and Avaya all perform well for their specific target markets. For each provider, however, it’s important to examine their core competencies to see how they match with your virtual call center needs.