AI-Powered Call Center Software
The best call center software to manage all your communications
Omnichannel access for your customers, whenever and however they need it
Thanks to Fonvirtual’s call center software, your customers can reach you via voice, video, chat, or messages from phone, web, apps, WhatsApp all in one unified platform.
Automatic call (ACD) and message routing in your cloud call center software
Manage your cloud-based call center platform by combining years of experience, the efficiency of ACD systems, and the innovation of WebRTC technology.
Real-time agent monitoring and management directly from the platform
Thanks to WebRTC, agents can connect to the platform from any device, using either a browser or our native apps, making it easy to work from anywhere.
Get a quote for our call center software
What is call center software?
Call center software is a cloud-based phone system that manages a company’s incoming and outgoing communications, adapting to its needs at any given time.
It handles both receiving and routing calls, chats, WhatsApp messages, or any other customer interactions, as well as creating customized automated outbound calling campaigns. Plus, it fully integrates with the company’s CRM and allows for advanced AI-powered features.
How cloud-based call center software works
It lets you manage all customer interactions from a centralized platform, accessible from any device, integrating calls, chats, and monitoring tools.
Difference Between Call Center and Contact Center Software
Call center software focuses on incoming and outgoing calls, while a contact center handles omnichannel communication, including chat, email, and video
Which Companies Need Call Center Software
Any company that handles a high volume of calls can optimize processes, monitor agents, and improve the customer experience
Call center software with WebRTC technology
What is WebRTC and how does it work?
WebRTC is a technology that allows real-time voice, video, and data transmission directly from a browser or our native apps, with no additional installations needed. This makes your cloud-based call center platform more flexible, accessible, and ready for agent monitoring and management from any device, anywhere.
Advantages of WebRTC for cloud-based call centers
With WebRTC, agents can connect from any device and location, making remote work easy. This technology enables real-time management and omnichannel communication within the same cloud-based call center platform, bringing all channels together in a single, user-friendly interface.
Technical Requirements for Using WebRTC
To take advantage of WebRTC, all you need is a compatible browser or our native apps, a stable internet connection, and a device with a microphone and camera for voice or video calls. Since no installations are required, your cloud-based call center software can be up and running quickly, without relying on local configurations.
Achieve excellence with our software
All your communication channels in a single platform
International calls
Internationalize your company by adding numbers from other countries. Have a presence abroad with local landlines from any country.
Call, chat, and video button
Integrate buttons on your website or Apps so your customers can contact you via voice, chat or video for free and from anywhere.
WhatsApp or Telegram
Offer a WhatsApp channel so your agents can also manage your customers’ WhatsApp messages through the same software where you receive calls.
Key features of call center software
Ubiquitous supervision
Supervise all aspects of call center software in real-time and interact with agents from anywhere and with any device.
CRM integration
Natively integrate your Call Center with market-leading CRMs (Salesforce, HubSpot, Zoho, Zendesk…) unifying your business information flow and achieving complete efficiency
Agent management
Our call center software allows you to check each agent’s performance in real-time to control your call center activity.
Telemarketing software
Use the power of big data to analyze and control your customer service KPIs in a simple and customizable way.
Card payment
Manage card payments from your customers securely during the call thanks to the PCI-certified secure telephone payment system.
Artificial Intelligence (AI)
Develop Artificial Intelligence solutions in your call center software to optimize resources and create greater added value for customers
Cloud ACD
Distribute calls and messages you receive in your contact center application intelligently thanks to the cloud-hosted ACD.
Reports and analytics
Visualize call metrics, agent tracking, and performance instantly, with updated dashboards and reports.
Discover the features of call center software
Call Center distribution features
VIP Lists
ACD software detects calls from customers marked as priority to offer them special treatment in the configuration.
Queue management
Keep your customers in a music-on-hold queue until one of your call center software agents can take the call.
Source filtering
The call center filters the source of calls and chats and distributes them among agents according to previously established criteria.
Caller ID
Informs the agent of the call or message source before starting the conversation with an announcement or code only they will hear or read.
Transfers
Enables call and chat transfers between your agents, for free, quickly and easily with Fonvirtual software.
Automate and customize automatic outbound call campaigns
Automatic dialing
The predictive dialer automatically makes calls based on your agents’ availability, skipping answering machines and busy signals.
Delivery schedules
Configure delivery and launch schedules by extension for the distribution of mass calls for your campaigns.
Outbound campaign management
Allows creating, scheduling and automating outbound call campaigns, assigning contacts to agents and controlling the call sequence centrally.
Results tagging
It tags calls based on the outcome, so the system can generate reports and trigger the next configured action.
Performance reports and metrics
Measure campaign performance in real-time, recording calls made, conversions and key metrics to analyze the effectiveness of each action.
Artificial intelligence
The AI identifies in real-time the language, gender and customer satisfaction degree in each call to subsequently analyze the results.
Discover the features of call center software
Artificial intelligence applied to customer service
Context Understanding
Detects nuances, ironies and topic changes, eliminating interpretation errors from old bots.
Goodbye to rigid menus
Allows your customers to speak naturally without having to press buttons or follow strict scripts.
Continuous Learning
Our system uses AI to ensure answers are always logical, fast and coherent with your brand identity.
How to leverage artificial intelligence in your company?
Artificial intelligence (AI) is key to optimizing processes, improving customer service, and making smart decisions. Identify which areas of your company would benefit most, such as customer service, inventory, or personalized marketing.
This way, you can make the most of AI and run your business more efficiently and strategically. The next step is to choose tools that integrate seamlessly into your daily routine.
With Fonvirtual, your virtual agents handle voice or WhatsApp queries while conversational analytics anticipates what your customers need. It’s not a drastic revolution, but a gradual integration where technology enhances human talent.
The best customer service software powered by AI
Our cloud center combines all the essential functions of a professional contact center: inbound and outbound call management, IVR, ACD routing, recording and monitoring, CRM integration, and real-time analytics. Everything runs on WebRTC, with no local hardware required, enabling native and scalable deployment for teams of any size.
THOTAssist adds a layer of intelligent real-time assistance: it suggests what to say during calls, instantly displays customer and company information, and allows reviewing past interactions without interrupting the conversation.
It’s a cloud center designed for B2B professionals who need to handle complex calls, maintain context and accurate data, and support critical workloads without compromising stability. Each interaction is managed with solid, integrated, and instantly accessible information.
When to implement IA in a call center: a practical guide
1. Identify the «parallel tasks»
Detect those queries that your agents repeat like a mantra: «Where is my order? What are your hours? How do I change my password?». These questions are perfect for an AI virtual agent to resolve in seconds, leaving your employees to focus on cases requiring empathy and negotiation.
2. Define Measurable Objectives
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Reduce waiting time through zero queues
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Use THOTAssist for real-time customer information and history
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Ensure 24/7 availability without increasing staffing costs
3. Total connection with your CRM
For AI to be useful, it needs data. By connecting our technology with your management software, the system instantly recognizes the customer, personalizes the response, and records each interaction automatically. Less bureaucracy, more productivity.
4. Human Supervision and Scalability
AI is the perfect support, not a replacement. Configure rules so that, when faced with a complex question or a customer needing empathy, the call smoothly transfers to an agent. Start with simple processes and scale AI usage as your business grows.
Artificial intelligence features of Call Center software
Virtual Agent Integrated into Your Call Center
Our Virtual Agents understand natural language, detect customer intent, and execute complex actions (scheduling appointments, checking CRM orders) without human intervention.
Real-Time Call Transcription
Simultaneous Call Translation
Conversational Analytics (Speech Analytics)
Integrated internal communication
With call center software you can talk to any team member, no matter where they are in the world, for free and with HD quality.
The internal chat integrated into the call center software allows your agents to communicate via instant messaging and share files. In addition, groups and broadcast lists can be created
You can hold HD internal video conferences between colleagues and add external people without needing to install anything, directly through the browser.
All WebRTC innovation in your Call Center
What tools will the supervisor have to manage Fonvirtual software?
Agent monitoring and productivity analysis
The supervisor profile will have a simple and intuitive interface that will collect the main variables of the live call center software.
During agent conversations, the supervisor will have access to listen in on all call center software conversations live.
Activation and deactivation
Call center software allows the supervisor to log agents on or off depending on needs that arise.
Alerts and notifications
Send automatic real-time alerts when delays in service, long call queues, or low agent productivity are detected, allowing supervisors to intervene immediately and maintain call center efficiency.
Interaction with agents
They will have an internal chat that will allow them to exchange messages whenever they want with agents. Agents can also ask the supervisor for help via chat. In addition to messages, they can also share files.
During conversations, supervisors can «whisper» to agents without the caller hearing. This way, they can provide additional information or clarifications to assist the agent during any call within the contact center application.
The call center software supervisor can intervene in the conversation, opening communication to all three parties: supervisor, agent and caller. This way, the supervisor can actively participate in the live conversation.
Improve customer experience
All calls received and made in the call center will be recorded, with the supervisor having direct access to them. Además, se podrá comenzar a grabar en mitad de la llamada «bajo demanda»
The supervisor will receive live transcriptions of conversations held by all agents. Furthermore, if in a different language, the supervisor receives the full translation.
Criteria can be established to select which calls we want to record: by agent, numbers that call more than X times, important clients…
Key call center KPIs
Statistics provide information on any aspect of call center software calls: missed, answered, abandoned, saturated, by queue, by service, by agent, average wait times, talk times… All statistics will be available in real-time. Likewise, they are exportable in both Excel and Word
Service Level
Measures the percentage of calls or interactions answered within a given time, allowing identification of whether the call center meets established service standards.
Average Handling Time (AHT)
Measures the time an agent takes to attend and resolve a call or interaction.
Control and optimize your call center performance
Types of call center software
Inbound call center, customer service
The inbound call center is responsible for receiving and handling interactions from clients and potential clients of one or more companies. This way, with our call center software, agents can efficiently handle WhatsApp messages, chats, calls, and even video conferences directly from their extensions.
The distribution of interactions among agents can be intelligently configured with the Cloud ACD and Fonvirtual’s features. Additionally, with AI integration, repetitive tasks can be automated so agents can focus on higher-value actions.
Outbound call center, outbound calls
Outbound call centers are responsible for making mass outbound calls, usually for customer acquisition. To make these outbound calls efficiently, software with a predictive dialer is typically used. This dials, tags, and distributes calls among agents according to pre-established criteria.
For the distribution and management of mass calls, campaigns can be created in which it is possible to customize schedules, dialer types, voice prompts, automations, and much more. All results from these campaigns are reported in detail for further analysis.
Inbound and outbound call center
Most often, a company wants to both handle and receive calls, seeking inbound and outbound software. This software efficiently manages not only calls but also WhatsApp messages, chats, and any other type of customer interaction.
Fonvirtual’s call center software offers communication handling on a single platform, both internal and external, inbound and outbound. In addition to offering a wide range of customizable features, it integrates with the company’s CRM to make communication management as efficient as possible.
Your usual call center with WebRTC advantages
Advantages of Fonvirtual call center software
No Investment
Thanks to WebRTC telephony, any device is enough for agents to log in, make, and receive calls, chats, and WhatsApp messages.
Efficiency
Your call center software will manage calls efficiently thanks to our ACD system, which relies on waiting queues.
Simplicity
Both agents and supervisors will have a simple interface with everything they need to manage it intuitively.
Innovation
Our call center software combines the knowledge gained from experience with the innovation of modern WebRTC telephony.
Mobility
Agents can connect to the contact center application from any device and location. Total ubiquity thanks to WebRTC.
Scalability
Our call center software allows you to adapt the number of agents to your company’s immediate needs, scaling the team as required.
Robustness
We provide our own infrastructure, ensuring total availability of the call center software. As a backup, calls can be routed to landlines and mobile phones.
Experience
Years of experience and the trust of many clients result in a streamlined and optimized service for all our customers.
Reliability
WebRTC has much lower requirements for data usage and bandwidth than traditional IP voice. It ensures absolute call stability and HD quality.
A call center software to work how and where you want
Frequently Asked Questions
We solve all your doubts about our call center software
What is call center software?
Call center software is a business communication system that allows intelligent management of a company’s high call volume. Incoming calls can be handled through a DTMF or IVR, go through a waiting queue, and be intelligently assigned to the right agents thanks to the ACD (Automatic Call Distributor).
What is call center software for?
Call center software is used to organize and optimize customer phone support within a company. Thanks to these tools, calls are automatically distributed among available agents, reducing wait times and improving the user experience.
It also allows automation of processes, recording of customer interactions, and performance analysis of the team, helping companies improve service quality and increase agent productivity.
What features should call center software have?
Good call center software should include several key features that make communication management easier. The most important include:
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Automatic Call Distribution (ACD)
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IVR or Interactive Voice Response to direct customers to the appropriate department
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Call recording for quality control and training
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Real-time dashboards and reports
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Automatic dialers for outbound campaigns
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Integration with CRM and other business tools
These features allow for efficient management of high call volumes and provide a more professional service.
How many agents can the call center software have?
What are the technical requirements for call center software?
Which browsers are compatible with WebRTC?
What is ACD in a call center?
Why hire call center software for telemarketing?
Can call center software be integrated with a CRM?
Yes, many call center software solutions offer integrations with CRM (Customer Relationship Management) systems. This connection allows customer information to appear automatically when a call comes in.
Thanks to this integration, agents can access interaction history, contact details, and customer status, which speeds up service and enables a more personalized experience. Additionally, Fonvirtual’s AI automatically uploads the structured summary, transcription, and call sentiment directly into the CRM record, saving time on manual notes.
What is an automated dialer (auto dialer)?
An automatic dialer is a tool that allows outbound calls to be made automatically. The system calls a list of contacts and connects only answered calls, preventing agents from wasting time on busy or incorrect numbers.
There are different types of automatic dialers: predictive, progressive, and list-based, each optimized according to call volume and the call center’s strategy. This feature helps increase agent productivity and streamline sales or collection campaigns.
How does Artificial Intelligence improve call center software?
Artificial Intelligence completely transforms call center efficiency. Tools such as automatic transcription (Speech-to-Text), simultaneous call translation for international markets, and Virtual Agents that handle FAQs initially, enhance the user experience (CX) and free human agents for high-value, complex tasks.
What is THOTAssist?
THOTAssist is an intelligent assistant that operates within our cloud center. It provides relevant customer and company information in real time, suggests what to say during the conversation, and allows reviewing past interactions without interrupting the call. It doesn’t replace the agent but optimizes their work, maintaining context, history, and accurate data to improve the efficiency and quality of each interaction.
Can I manage WhatsApp messages in the same software as calls?
Absolutely. Current Omnichannel Call Center technology allows all inboxes to be unified into a single interface. For example, if a customer contacts you via WhatsApp API, the agent can handle it from the same browser used for calls, avoiding switching between apps or devices.
The integrated artificial intelligence can pre-filter simple queries, automating recurring responses and freeing agents for more complex interactions. When a query requires human attention, it is transferred to the agent with all historical context intact: message history, previous calls, and customer data are all visible in the same window, enabling a precise and consistent response.
This reduces handling time, minimizes errors due to missing information, and ensures that every interaction is managed efficiently, without the need for additional manual processes or changes to existing infrastructure.
