Understanding the what and why of

virtual phone systems


What is a virtual phone system?

A virtual phone system enables your agents to make and receive calls from your office, their home or even while traveling. Virtual phone system provides real-time insights to aid your supervisors in managing your virtual call center. In fact, your supervisors need not be present in the same physical location as the agents (phone team members) whom they are monitoring. You can run a truly virtual call center by using an effective virtual phone system.

Why use virtual phone systems for your phone teams?

Phone teams or call center agents handle all voice-based conversations for your business. Some businesses require all their employees to be present on their premises while handling customer conversations. The notion is that the call center supervisors can ensure the quality of phone conversations on office premises. All businesses know that phone conversations can make/break customer relationships. However, with a growing workforce base that prefers being virtual, the notion of a premise phone system is outdated. Businesses need strong virtual phone system capabilities to be able to deliver on quality while employing an increasingly virtual workforce.


Run a virtual call center by using the best virtual phone system

What is a virtual call center?

Phone teams or call centers are used by businesses to handle all their voice conversations. Now, some or all the agents in your business call center might be working from different locations. Your agents might prefer to work from home, or from a different city, state, country, or even continent. The same applies to your call center supervisors. Any set-up wherein your phone teams do not have to necessarily work from the same physical establishment in order to handle your voice calls is called a virtual call center.

The clear mandate of B2B users is to demand tools that help them stay productive irrespective of their physical location. Virtual workforces are increasingly common with companies being able to expand their geographical reach without having to set up offices in every location. Business expansion leads to the situation where phone teams end up sitting across different regions of the world. Your business needs a call center software that can help your call center be virtual.

Your business needs a phone system that can help your supervisors monitor your agents spread across different locations without having to become a globe-trotter. Your business needs a simple and effective virtual phone system.

Benefits of virtual call centers

Take calls anywhere

Allow employees flexibility to take calls from anywhere be it their desk, anywhere in their office or even from their home.

Contextual conversations

Call notes and recordings always available at your disposal to ensure your agents have the full context of your customer needs.

Live call monitoring

Monitor calls real-time even if your agents are working from a different office location or from their home.

Set up immediately

You can set up and get started with your call center in minutes by using a good virtual phone system and engage your callers.

Limitless scalability

Your phone system is not trailing behind your growth and never slows you down. Enjoy limitless scalability using a virtual phone system.

Compact office spaces

You can accommodate more employees in the same office space because of work from home options for your call center agents.


Transforming your phone teams into a

virtual call center

Vital capabilities of virtual phone systems for agents

Your agents can answer calls from anywhere

Choose the right channels for communicating with your customers and then research on the best practices of setting up a call center, knowledge base or a contact center. No matter the size of your business, you will reap benefits by investing in a call center during your initial days to have personal conversations with your customers. If phones are one of the or primary channel of communication for your intended target audience, you will definitely need to setup a call center.


Your agents can view call notes and recordings anytime

A key capability of any virtual phone system is to allow access to previous call notes and call recordings at will. Your agents can listen to their previous conversations and improve their conversational skills. The recordings and call notes also serve to keep your agents updated.


Your agents can attend calls on mobile or laptop

Your prospects and customers are not going to wait while your team is in transit. Phone conversations are usually initiated for urgent gratification and hence your virtual phone system should be capable of routing phone calls to agent’s mobile or landline number.


Monitoring your virtual call center real-time


Vital capabilities of virtual phone systems for supervisors

Your supervisors can monitor your virtual call center real-time

A call center cannot truly function as a virtual unless your supervisors are able to monitor all your virtual agents real-time. This means that your supervisors can listen to every single conversation and step in if needed. Call barging is a key capability of a true virtual phone system.


Your supervisors can check real-time agent availability status

While dealing with virtual agents, it is vital for supervisors to be able to check the availability status of agents. Agents can be busy talking to your customers/prospects, finishing up with their after-call-work, or available to make or answer phone calls, or unavailable by virtue of being offline. Your supervisors need a virtual phone system that can show the agent availability data real-time.


Your supervisors can view all the callers waiting in your queue

Supervisors have the unenviable task of staying on top of periodic surges in the number of phone conversations. They need to handle this in collaboration with your virtual call center administrators.Your supervisors require a real-time call waiting for status as well as the number of conversations that are on hold.


Setting up your virtual call center immediately


Vital capabilities of virtual phone systems for administrators

Virtual administrators

Administrators, along with your supervisors need to regularly inspect the performance of your virtual call center and tweak your virtual phone system accordingly. Administrators require phone systems that allow easy editing of IVR (phone trees), call flows, welcome messages, and voicemail settings. Administrators need to be able to do this virtually without having to personally travel to every premise of yours to upgrade your phone rules.


Scale your virtual call center real-time

Virtual call center administrators require phone systems to help them add or remove agents, teams, business hours, greeting texts, IVR’s, and escalation queues. These changes need to be effective immediately. Gone are the days of bloated virtual phone systems which cannot scale according to your business needs.


Enable call center agents to converse effectively

Administrators require a virtual phone system that provides for collaboration between the agents, builds relevant context for the conversations with customers/prospects, and removes needless hardware/software requirements. Anything that slows down your business is a concern for your call center agents. Provide a virtual phone system that can help your administrators improve your call center operations.


Freshcaller: The preferred virtual phone system

for your business


How is Freshcaller the ideal virtual phone system?

Freshcaller is a virtual phone system which can be setup with zero hardware. Using Freshcaller, you can purchase local and toll-free phone numbers in 50+ countries. You do not have to personally travel or send your administrators to set up your virtual call center in every country in which you wish to have a phone number.


Easy to set up

Traditionally businesses have always been worried about the technical know-how required to implement these solutions. Not anymore - with Freshcaller, you can set up your business call center in two minutes. You can start with the $0 plan while being able to add unlimited team members and you can upgrade whenever based on the complexity of the phone system you need and your team size.


Low maintenance

You do not have to invest in training sessions since the software is simple and easy to use. There are zero maintenance charges as there is no hardware involved in your call center solution. Freshcaller being a cloud-based virtual phone system ensures that you do not have to download any software to start phone communication. It also means that your data will never be lost owing to local failures or natural disasters occurring at your office location. Rest assured, there will be no single point of failure for your call data.

Freshcaller virtual phone system features


Capabilities for virtual agents

Shared Lines

Share one phone number across multiple users, and answer incoming phone calls from any phone, anywhere.

Read more about Shared Lines 

Customer Interaction History

See oldest to the most recent conversations that your agents have had with your customers, to pass a faster resolution.

Read more about Customer Interaction History 

Answer In Browser

A fully modern PBX system where you can easily receive and make calls using your web browser without any hassles.

Capabilities for virtual supervisors

Call Monitoring & Barging

Supervise all your phone calls real-time with our live dashboard and barge if necessary to increase your First Call Resolution percentage

Read more about Monitoring and Barging 

Call Queue Visibility

View a list of callers who are waiting in queue to speak to an agent. If need be, based on the caller profile, assign their calls on priority to agents.

Agent Presence Status

Transfer calls swiftly to other offices, agents, and remote teams based on their availability - thereby reducing call hold times.

Capabilities for virtual administrators

Multi-Level IVR

A fully flexible PBX system with capabilities to easily route calls to your agents or teams, along with the ability to include self service options.

Read more about IVR 

Call Conferencing

Prevent escalations and call transfers by adding agents to your ongoing call and assist the caller better.

Read more about making Conference Calls 

Inbound Caller ID

See detailed information about every incoming call based on caller details and previous interactions with your business.

Read more about Inbound Caller ID 

Freshcaller: The preferred call center software