The invention discloses a cloud computing-based virtual call center system, which comprises a management layer (14), a data layer (13), a service layer (12) and an access layer (11). The management layer (14) is used for providing a management portal for managing the virtual call center system. The data layer (13) is used for performing data acquisition, counting, backup, monitoring and/or storage. The service layer (12) comprises a plurality of service domains (121, ..., and 12n) and a uniform resource management and location server (120), wherein the service domains are networked with one another to form service cloud for providing various service resources; and the uniform resource management and location server (120) is used for managing the service cloud, and performing unified call management, call routing, call distribution, seat management and/or intelligent queuing. The access layer (11) comprises a plurality of access domains (111, ..., and 11n), wherein the plurality of access domains provide various call access resources, and are networked with one another to form access cloud. The invention also provides a method for operating a virtual call center.