Inbound call center software

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There are multiple ways to communicate in our digital age, but customers primarily continue to contact businesses over the phone. The best inbound call center solution lets your business deal with incoming and outgoing calls quickly and successfully. Connect with your customers on multiple channels using a single piece of inbound call center software. Streamline your business’s customer service with an inbound call center to increase customer satisfaction and increase sales.

What is an inbound call center software?

Inbound call center software allows your in-person or remote call center to easily manage all inbound functions from one tool. There are multiple types of inbound calling software:

  • An omnichannel inbound call center service allows your customer service agents to provide service to customers through multiple digital channels.
  • Multi-channel inbound call centers require you to pass your customer to a new agent if they want to communicate through a different mode of communication.

Inbound call center software solution streamlines your customer service experience, enabling you to quickly deal with customers through various channels. Remote call centers do not require inbound call center agents to be together—allowing your business to eliminate associated costs. Your remote teams can do their job effectively from anywhere in the world while sticking to a lower budget.

Furthermore, inbound contact centers are valuable assets for your sales teams to pitch the products, answer customer questions, and ultimately close deals. 

How does an inbound call center software work?

Interactive Voice Response (IVR) systems allow callers to utilize self-service when they contact a business. An inbound call center software works using interactive skill-based routing or voice over internet protocol (VoIP). Skill-based routing assigns callers to the most relevant department or agent. Both systems use a similar system of fielding customer calls such as:

When there is an inbound call during business hours, the inbound call center software browses the business’s database to identify the customer and informs the customer service agent.

IVR example
  • Suppose an inbound caller is an existing customer. The agent can access the records and give the customer’s details before answering the phone call.
  • If a customer is a new caller, their information is not in the database. Still, it will become added by the customer service agent for future reference during the phone call.
  • If you use an IVR, skill-based routing system, or both, the customer is given an option. Their choice dictates which routing system the caller experiences.
  • Once the agent accepts, they connect to the customer to assist with their inquiry via the phone, chat, email, or more, if you use an omnichannel inbound call center.
  • The agent can bring other agents into the conversation even if using different communication channels.
  • The inbound calling center software allows the entire conversation to be recorded for future quality or training purposes.
  • Depending on the customer’s response, the agent will mark the issue as resolved, closed, open, or requiring follow-up.
  • If the agent marks the issue as closed, they can request the inbound caller’s feedback through an email, call, or survey.
  • The business can then use the information gained on the inbound caller to improve future customer interactions and business services.

Components of an inbound call center software

When choosing an inbound call center software, you and your agents should familiarize yourself with the software’s components. The following is what makes up the inbound call center software.

Ticketing

Ticketing allows customer service agents to use a single interface to respond to inquiries efficiently. When a customer service agent receives a customer call through any channel, it will generate a ticket. Agents can find these tickets in a universal mailbox to allow responses to customers quickly and efficiently. Ticketing is a great way to provide excellent customer satisfaction speedily and smoothly, reducing business costs.

LiveAgent's Ticketing overview

Live chat

Live chat software within the inbound call center software allows members of your customer support team to chat over video, web, SMS, and phone. Automation powers live chat software, allowing your customers to receive assistance from customer service agents or AI-powered chatbots to answer simple questions.

Chat-window-docking-feature-in-LiveAgent

Call center

The call center section of inbound call center software is the part of the service which allows for interaction between business and customers. Without it, you may not be able to accept incoming calls or dispatch staff appropriately.

Social media management

Your inbound call centers’ social media management portion allows you to communicate through all of your social channels from one software.

LiveAgent streamlines multiple customer service channels into one piece of software

Customer portal

The customer portal is an integral part of inbound call center software. It provides customers with quick access to essential account details without having to contact the company directly. For example, suppose a customer’s internet connection goes out. In that case, they can quickly look at their account on the customer portal page to determine if there are any problems with billing or past-due payments that could cause service interruption.

Knowledge base

When working with inbound call centers, a knowledge base is essential for handling customer queries appropriately. It can address common questions or technical issues that may arise. Through the knowledge base, a customer may have their issue resolved without calling the help center.

Free knowledge base software theme in LiveAgent
Montana theme in LiveAgent

Key features of effective inbound call center software

Smart call routing

Automatically route incoming calls from customers to agents using either priority or smart call routing. If you utilize random assignments, calls will randomly be assigned to available agents. If you use priority assignments, calls with the longest wait time get transferred to the next qualified agent. Smart call routing reduces dropped calls by ensuring calls get answered as quickly as possible.

Call routing feature in LiveAgent's call center software

Voice integration

Voice integration allows hassle-free integration of voice over internet protocol (VoIP) partners. Inbound call center software option like LiveAgent integrates with over 99% of VoIP providers. After connecting with your provider, you can connect unlimited SIP trunks depending on your inbound call center software.

Intelligent IVR system

An intelligent Interactive Voice Response (IVR) business tool allows you to create personalized and complex IVR trees to expedite and automate your voice support channels. This feature saves resources and assures customer calls get routed to the appropriate agent or department.

Call recordings

Inbound call center software can safely store inbound customer phone calls and voicemails without additional call recorder software. Call recording can be used for training and support purposes, allowing you to download or playback calls recorded in your system.

Call recordings

Integrated video chat

Gain the ability to add video chat anywhere on your website with inbound call center software. The top-integrated video chat programs allow video calls to be browser-based for ease of use, storing video calls the same way as tickets.

Call center analytics

The advanced reporting features of call center analytics allow you to receive in-depth reports on how your call center performs. You can keep track of important call center metrics, KPIs, and agent productivity using various words using call center analytics.

Analytics overview feature in Customer service software - LiveAgent

Hybrid ticket stream

Hybrid tickets contain all the caller details of traditional ticket IDs like your customer’s issue and essential information. Allowing you to save customer communications under a ticket ID, so agents can easily view what channel the customer uses to contact you.

Customer insights

Customer Relationship Management (CRM) within your contact center software allows agents to see caller details instantly. With customer insights, you can access customer data quickly, create notes, and view previous interactions and ticket history, giving you a better understanding of the full picture and enabling you to give better customer service.

Ticket_Customer-insights-CRM

How to choose the best inbound call center software

You need to know your business requirements before selecting an inbound call center software that fits your needs. You should consider your business size, business objectives, and if your business is remote or not. You want to choose an inbound call center software that allows your customer service team to support clients across multiple channels to give superb personalized service.

Commitments

When choosing an inbound call center software, be aware of the software’s commitments. In some arrangements, you commit to paying monthly for inbound call center software. In other cases, you can get a yearly subscription or on-site software.

Price

Inbound call center software usually charges you per agent per month based on your business size and service level. Your price is determined by the number of services you choose and how many agents will be using the platform. Top-rated inbound call center software has no contract, no fees, and allows you to cancel anytime.

Support

With inbound call center software, like LiveAgent, you can access a customer service portal. This portal allows your agents to get information, video tutorials, and customer support.

Customer portal

Provided contact options

Be it email, live chat, phone, or more, you want to choose an inbound call center software with multiple contact options. Choose a software that allows customers to contact you on any of the current communication channels you use in your business.

Ability to scale up/down

Choose a software that allows you to scale your monthly subscription up or down based on your agents and plan options—making it easy to adjust your software subscription when your business hits slow or busy times of the year.

Collaborative options

Pick software that provides collaborative options over VoIP or social channels. Allowing your inbound call center software to integrate with the other necessary services to make your customer service operation run
smoothly.

LiveAgentps Facebook integration
Facebook integration on LiveAgent

Software limitations

Be aware of your software’s limitations. Consider your business staff size and the needs of your customers when choosing features. Make sure your software can handle all of your customer’s needs.

Demo version of inbound call center software

When choosing an inbound call center software, it is essential to familiarize yourself with the software before choosing one. Companies can achieve this through a demo where they will be shown how the software works. Showing how the software helps meet your goals and how it can help you better serve your customers. The downside is that most demos of inbound call center software are just that. Still, demo versions allow you to select an inbound solution that matches your business’s needs.

What is the best inbound call center software

To find an inbound call center software, you need to compare the various products with your business needs. The best inbound call center for you greatly depends on whether you have a small, medium, or large call center.

Small size businesses: An inbound calling center like LiveAgent helps small businesses reach their goals through accessible features at the right price point. Inbound call center software gives you the ability to power your inbound call center business with various scalability options.

Medium size businesses: Medium-size call centers require features like inbound calling, outbound calling, chat, omnichannel support, video calls, and statistics. Software like LiveAgent can power your call center with everything it needs to succeed.

Large size business: If you run a large call center, you need the top inbound call center software to scale your employee base and meet customer demands. With software like LiveAgent, you can scale your services to get what your business needs. Features like interactive voice reporting, inbound calling, outbound calling, social media integrations, video chat, and self-service options will help you thrive.

Tired of searching?

Are you still looking for software that will help you improve your customer service? LiveAgent may be the solution for you!

Benefits of using inbound call center software

Using inbound call center software, like LiveAgent, allows you to answer customer calls at a higher volume. When you cannot get to callers, you can use automated callbacks and automated, or skills-based call routing to get callers to the departments they need. Through the use of interactive voice response, it has never been easier to communicate with customers.

Omni-channel support will enable you to communicate with customers over multiple channels using only one piece of software. This leads to increased customer satisfaction and loyalty when you provide prompt and helpful support to your customers. Inbound call center software allows you to provide better customer service and operate a more successful call center.

How to provide jaw-dropping omnichannel support

Implementation of inbound call center software

Implementing an inbound call center solution is easier than you think. The process varies from software to software. Most, like LiveAgent, allow for simple integration. We will use LiveAgent for this example of how easy it is to integrate inbound call center software into your business.

First, you need to sign up for an account for yourself and your agents then download the software. Set up your LiveAgent deployments and set up the name your customer sees when talking to an agent. You must connect your current phone service to your new inbound call center software. You can add extra customization to your implementation, but this simple setup can be done in less than an hour, getting your business started fast.

Cost of inbound call center software

The price range of inbound call center solutions is accessible to everyone. You can use demo software for free, and several software options offer a free trial. These trials are an excellent option for businesses to try the software to see if it suits their needs. Most inbound call center software works on a monthly subscription plan. You can find inbound call center software on this list that starts at only $1. There are usually multiple levels of service with different service prices based on the service you want.

Top 20 providers of inbound call center solutions

To allow your small, medium, or large call center to find suitable software, we have compiled a list of the 20 best inbound call center software. All businesses can quickly and efficiently assist your call center with various customizable features, benefits, downsides, and price options.

1. LiveAgent

LiveAgent’s excellent inbound call center solution is effective for small, medium, or large size businesses. LiveAgent call software can assist you with all of your call center’s needs to run your business efficiently.

LiveAgent's homepage

LiveAgent is an excellent inbound call center solution for phone support. Offering unlimited call recordings with quick chat channel options through their widget.

Key features

  • IVR / voice recognition
  • Activity dashboard
  • Multi-channel communication
  • Inbound Call center
  • VoIP
  • Website visitor tracking
  • Blended call center
  • Call center management

Pros

  • Intuitive to use
  • Software gives an organized view of all projects
  • Department functionality and out-of-box automation

Cons

  • Technical support team is available 24/7 but located in the EU
  • Specific embedding options are available
  • Can not log into two browsers at once on the same account

Price

LiveAgent is one of the only programs to offer a free version. They also have a free trial version. LiveAgent offers multiple service levels and prices, including $15, $29, and $39 a month.

2. Call Center Studio Inbound

Call Center Studio gives your business the tools to track cargo and use interactive voice reporting to improve your inbound calling experience.

Call Center Studio homepage

Call Center is a great inbound call center solution for scalability. Built for rapid customer service interactions, Call Center allows maximum scalability for your small to medium-size businesses.

Key features

  • Service level agreement (SLA) management
  • Social media integration
  • Blended call center
  • Call center management
  • Telemarketing management
  • Inbound call center
  • Campaign specific caller ID
  • Virtual assistant

Pros

  • 24/7 customer service
  • Easily monitor representatives
  • Quick outbound calling

Cons

  • Connection problems
  • Does not work with the Google Chrome browser
  • Outbound call reports are difficult to read

Price

Contact the Call Center Studio inbound team to receive a quote for your call center business.

3. Ringcentral

Ringcentral is a useful inbound call center software for video chatting with customers and other team members.

Ringcentral homepage

Ringcentral is a good option for small to medium-sized businesses to access the features that keep them connected to customers.

Key features

  • Skill-based routing
  • Audio/video conferencing
  • Real-time insights
  • Inbound call center
  • Chat/messaging
  • Contact management
  • Multi-user collaboration

Pros

  • Fast and reliable
  • Forward calls to another number in the app
  • Voice to text message recording

Cons

  • Set up can be complicated
  • Limited scalability
  • Functionality can be overwhelming at first

Price

Ringcentral offers a free trial version and free software with limited features. Ringcentral offers four per agent, per month plans with various features for $19.99, $27.99, $34.99, and $49.99.

4. Zendesk

Zendesk offers several features, including inbound and outbound calling, text, monitor routing, and more on its cloud-based platform.

Zendesk homepage

Zendesk is a terrific inbound call center option for a unified workspace, allowing you to handle all of the software’s features from one location. These features are excellent for small to large-sized businesses.

Key features

  • Geotargeting
  • Inbound call center
  • Project management
  • Canned responses
  • Corrective and preventive actions (CAPA)
  • Feedback management
  • Service level agreement (SLA) management

Pros

  • Available in over 40 languages
  • Easy to use
  • Metrics tracking is made simple

Cons

  • Slower customer support responses
  • Lacks functions for internal use
  • Confusing to update and add users

Price

Zendesk is a cloud-based software that has a free trial version but no free version of the software. Zendesk offers a $19, $39, or $89 per agent, per month option.

5. Talkdesk

Talkdesk includes many standard features needed for your call centers like voice features, outbound dialler features, reports, analytics, and intelligent routing features.

Talkdesk homepage

Talkdesk is a popular option for medium and large call centers using Windows, Mac, and web-based tools. Talkdesk is an excellent inbound call center software for easy implementation and maintaining nearly 100% uptime.

Key features

  • Telemarketing management
  • IVR/voice recognition
  • Computer telephony integration
  • Inbound call center
  • Voicemail transcription
  • Real-time chat

Pros

  • Consistent call quality and reliability
  • Ease of use
  • High quality sound

Cons

  • Reports are lacking
  • Support response takes time
  • Lack of features and options

Price

A downside of Talkdesk is they require your business to contact them directly to get a quote for services, causing contract renewals to require extra planning.

6. Zoho Desk

Zoho Desk call center software has inbound call center features that give your business analytics features to monitor your success.

Zoho desk home page

Zoho Desk is an inbound call center software that can fit the needs of small, medium, and large call centers. Zoho Desk is the best inbound call center software. For its easy-to-navigate UI and simple employee software training.

Key features

  • Predictive analytics
  • Multi-channel data collection
  • Remote access and control
  • Multi-channel communication
  • Negative feedback management
  • Inbound call center
  • Feedback management

Pros

  • Easy to assign teammates tickets
  • Custom dashboard
  • Simple CRM integration

Cons

  • Reports can be complex
  • Scaling can be complicated when upgrading
  • No alerts when tickets get passed to agents

Price

You can get plans with Zoho Desk that include various features on this cloud-based software at a $14, $23, and $40 per month, per agent rate. There is both a free trial and a free software version.

7. Cloudtalk

Cloudtalk allows your call center to utilize inbound cloud-based calling, voice features, intelligent call routing, international phone numbers, smart dialers, and statistics monitoring.

Talkdesk homepage

Cloudtalk is a comprehensive cloud-based call center solution for handling high-traffic customer service calls over the internet. The software is a remote-ready inbound call center solution that can be better for smaller call centers.

Key features

  • Virtual call center
  • Inbound call center
  • Telemarketing management
  • Computer telephony integration
  • Employee directory
  • Video conferencing
  • Reporting and Analytics

Pros

  • Easy social media integration
  • Cloud-based
  • Helpful support team

Cons

  • Simplistic and basic features
  • Features are still under development
  • Phone app has connection issues

Price

Cloudtalk offers a $15, $20, and $35 monthly plan. There is a free trial but no free version.

8. GoToConnect

GoToConnect can assist with your inbound and outbound call center needs with complete software solutions, whether your operation is in person or remote.

GoToConnect homepage

This software offers inbound call center solutions for small to medium-sized call centers looking for a complete software solution.

Key features

  • Inbound call center
  • Call center management
  • Survey and poll management
  • Queue management
  • Real-time chat
  • Chat and messaging
  • Fax management

Pros

  • Manages calls well
  • Software reliability
  • Cost effective for the features

Cons

  • Intense onboarding process
  • App is slow and can crash
  • Inner company messaging is only available on desktop

Price

GoToConnect can be used on cloud-based and mobile-based services on a $22, $26, and $39 monthly per agent per month option. There is no free version of the software, but there is a free trial version.

9. Salesforce Service Cloud

The Salesforce platform offers analytics, interactive voice response, inbound calls, CMR integration, and marketing statistics for your call center.

Salesforce homepage

Salesforce Service Cloud is a great inbound call center software for simple API integrations with your other third-party systems. This cloud contact center solution is known for handling the inbound call center needs of small and medium-sized call center businesses.

Key features

  • Dispatch management
  • Ticket management
  • IVR and voice recognition
  • Inbound call center
  • Self-service portal
  • Reporting and analytics
  • Multi-channel communication

Pros

  • Easily track sales
  • Uses automation in customer service
  • Ability to log all customer service activities

Cons

  • Training curve
  • Complex with no out-of-the-box customization
  • Integration needs tuning

Price

There is a free trial version but no free software version. There is a $25, $75, $150, and $300 per month option for your entire team.

10. Nice CXone

Nice CXone offers customer experience, call center analytics, inbound, and outbound services. This software provides data-driven results, which allows a better understanding of business.

Nice CXone homepage

This software allows small and medium-sized businesses to offer customer service and call center needs with cloud-based inbound and outbound calling software.

Key features

  • Performance metrics
  • Event-triggered actions
  • Inbound call center
  • Surveys and feedback
  • Telemarketing management
  • Workflow management
  • Real-time chat
  • Multi-channel communication

Pros

  • Consistent call clarity
  • Lots of customization
  • User friendly

Cons

  • Analytics are difficult to use
  • Difficulty dialing calls
  • Limited technical support

Price

Prices usually range from $90-$100 per user per month. Contact customer service directly for a quote. There is a free trial version but no free software.

11. Dialpad

Dialpad offers outbound calling, messages, and video meetings to provide complete contact center solutions for forming businesses.

Dialpad offers several customer service solutions for small and medium-sized businesses wishing to make an impact on customers. Dialpad call center software is recommended for quickly communicating with customers over video chat.

Key features

  • Call recording
  • Call routing
  • Inbound call center
  • Caller ID
  • CRM
  • IVR and voice recognition

Pros

  • Easy to use
  • Reliable service
  • Several talk features

Cons

  • Limited control of groups in the app
  • Limited admin abilities
  • There can be connectivity issues

Price

This cloud-based software for your small or medium business comes in a $20 or $30 option. If you wish to have benefits above that, contact them directly for a quote. There is a free trial version but no free software.

12. Agile CRM

Agile CRM offers customer chat support, telephone options, and autoresponders.

Agile CRM homepage

This software is recommended for small to medium-sized inbound call center businesses. It may suit companies looking for only individual features because of its pricing.

Key features

  • Portfolio management
  • Goal setting and tracking
  • Pipeline management
  • Inbound call center
  • Contract and license management
  • Multi-account management
  • Network monitoring
  • Call center management

Pros

  • All-in-one solution
  • Ample support documents
  • Many categories to define leads and contacts

Cons

  • Limited use of features
  • Difficult to understand configuration
  • Limited customer support

Price

Agile has three service levels; free, $15, and $80 per month per agent. There is a free trial and a free version of the software available.

13. Five9

Five9 offers inbound and outbound call center abilities, professional services, training, and customer support.

Five9 homepage

This software is appropriate for small, medium, and large call center businesses with its various features. Five9 can be used on almost anything, like Windows, Mac, iPhone, and web-based clients.

Key features

  • Multi-channel data collection
  • Inbound call center
  • Customer segmentation
  • Workforce management
  • Campaign management
  • Blended call center
  • Survey and poll management

Pros

  • Real-time monitoring
  • Reliable call connection
  • User friendly set up and use

Cons

  • Reporting is difficult
  • Implementation is difficult
  • Could use updating

Price

There is no free trial or free software offered. Five9 offers a variety of product bundles, but if you need a specific quote, contact them directly.

14. CallHippo

CallHippo offers inbound calls, automatic distribution, email support, and voice recording with their call center software.

CallHippo homepage

This software is used in over 50 countries and is great for small businesses. CallHippo is a great inbound call center software for utilizing a virtual phone number, allowing companies around the globe to integrate virtual calls into their communications seamlessly.

Key features

  • Collaboration tools
  • Telemarketing management
  • Outbound call center
  • Call center management
  • Contact management
  • Inbound call center

Pros

  • Helpful customer support
  • Features have detailed options
  • Intuitive software

Cons

  • Poor call quality
  • Unable to receive some SMS messages
  • Dialer is not in the dashboard app

Price

CallHippo has $10, $18, and $40 options. There is no free trial or free software. This cloud-based software can be used on several devices, including Windows, Mac, and mobile.

15. Twilio

Twilio offers communications with SMS, APIs, video, and voice services.

Twilio homepage

Twilio’s software is suited for small businesses trying to make the most out of a little. This software can be easily integrated into other pieces of software, making it useful for smaller companies to grow their online presence.

Key features

  • Audio and video conferencing
  • Reporting and analytics
  • Message personalization
  • Outbound call center
  • Performance management
  • Inbound call center
  • Unified communications

Pros

  • Ability to create sub-accounts
  • International number support
  • Reliable communications

Cons

  • Light on features
  • Customer support is email only
  • Price-per-call can be expensive

Price

This cloud-based software offers unique payment options ranging from per month per person or hourly payment. Calls start at 2 cents per minute. Pricing to receive calls begins at $1 monthly per phone number and 1 cent per minute. There is a free trial but no free version. Contact Twilio directly for a quote.

16. VICIdial

VICIdial can help your business with outbound calls, inbound calls, call recording, and chat.

VICIdial homepage

VICIdial is the top inbound call center software for integration with Telcom. This inbound call center software is suited for small businesses trying to grow their online call center. Offering support for all their services, VICDial makes it possible for smaller call centers to grow their business.

Key features

  • Campaign management
  • Campaign specific caller ID
  • Reporting and analytics
  • Inbound call center
  • Outbound call center
  • Blended call center

Pros

  • 100% free
  • Alternative to licensed software
  • Efficient reporting and tracking

Cons

  • Front-end needs updating
  • Forced callbacks
  • Steep learning curve

Price

VICIdial software is free, apart from the initial server provision fees, ranging from $400 to over $1,000, depending on your needs.

17. 3CX

3CX software offers inbound calls, chat, and video services that you can use with your current headsets and other equipment.

3cx homepge

3CX is perfect for small to medium-sized call centers looking for software with little start-up cost for server usage.

Key features

  • Inbound call center
  • Queue management
  • Real-time chat
  • Video conferencing
  • Multi-user collaboration
  • Virtual call center

Pros

  • Remote call-center ability
  • Updates happen frequently
  • Easy to install

Cons

  • Minimal customization outside of UI
  • No documented API
  • Limited customer support

Price

You can get your first year using 3CX for free. Service averages $145 or $180 per agent per year in the second year, making this software accessible to all. You should contact 3CX directly for a quote.

18. Vonage Business Communications

Vonage Business Communications streamlines your call center operations with a high connection efficiency and various features.

Vonage business communications homepage

This inbound call center software is designed to work well with small businesses. Vonage Business Communications is a convenient inbound call center platform for quickly changing settings for users and profiles.

Key features

  • Inbound call center
  • Chat and messaging
  • Two-way audio and video
  • Unified communications
  • Real-time chat
  • Reporting and analytics

Pros

  • Painless setup
  • Mobile and desktop support
  • Unlimited monthly calls throughout the continental U.S. and Canada

Cons

  • Latency and lag can occur on mobile
  • Difficult to contact customer support
  • Un-intuitive, setup takes time

Price

There is a $14.99 and $39.99 option with $.03 per minute added to outbound calls. Options vary, and you can talk to them directly for a further quote.

19. Aircall

Aircall software features include phone system features like voicemail, Interactive Voice Response, and virtual call centers.

Aircall homepage

This service is a mixture of value and features suited for small to medium-sized call centers looking for effective call center software.

Key features

  • Inbound call center
  • Time zone tracking
  • Reporting and analytics
  • Automated attendant
  • Call center management
  • Outbound call center

Pros

  • Helpful customer support
  • Superb phone quality
  • Simple and intuitive design

Cons

  • Phone numbers can’t send or receive SMS
  • Bugs can occur in software
  • High cost compared to other dialer software

Price

Aircall has $40 and $70 monthly subscription options, or if you bill annually, this price lowers to $30 and $50 per agent per month. There is no free software, but a free trial version is available.

20. CallRail

CallRail is inbound call center software recommended for tracking user engagement on your site and increasing your analytical data.

Callrail homepage

Callrail is a diverse option for small and medium-sized businesses looking for affordable software that makes the most out of analytics.

Key features

  • Analytics
  • Inbound call center
  • IVR and voice recognition
  • Call tracking metrics
  • Lead qualification
  • Keyword tracking

Pros

  • Useful reporting features
  • Easy set up
  • Ability to screen calls

Cons

  • Reporting takes time
  • Software can be unreliable
  • Minimal customization

Price

CallRail plans start at $45, which includes ten local phone numbers and 500 minutes. Contact support for a more detailed pricing plan.

Inbound call center software compared

When choosing a suitable inbound call center software for your business’s needs, you want to compare and contrast their various features. This allows you to build your business’s plans concerning your call center better. The following are our picks for the best inbound call center software on the market and what could make them perfect for your business.

LiveAgent

LiveAgent inbound call center solution is a fit if you need to speed up your customer service and connection. LiveAgent harnesses the power of a robust customer service portal that utilizes several tools. The fastest chat widget on the market allows your customers to chat with staff quickly, improving call center efficiency. LiveAgent Ticketing uses a hybrid ticket system that utilizes omnichannel support for easy tracking of multi-channel issues. LiveAgent is one of the few inbound call center software to offer 24-hour business support.

Looking for the right CRM software?

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Primo Dialer

Primo Dialer is an innovative way to connect your users with quality call center features offered over telecommunications. Primo Dialer sets itself apart by providing a variety of features at a low price. Primo Dialer could be an ideal fit for medium-sized business call centers that need innovative telecommunication features.

PhoneBurner

PhoneBurner makes dialer software that allows your inbound call center to streamline performances. PhoneBurner claims you can reach 447% more contacts using their inbound call center software, setting themselves apart from other pieces of software. PhoneBurner can assist your customer service team in the realms of workflow automation, lead management, reporting, and a power dialer.

ChaseData CCaaS

This predictive dialer contact suite sets itself apart by being TCPA compliant, guaranteeing online data security from hackers for you and your company. ChaseData CCaaS is an excellent match for call centers with five or more agents. ChaseData CCaaS uses features that assist call centers relying on high uptime by efficiently answering inbound calls and automated output calls. Financial services like debt collections and banking can use this software, where high uptime between customers is required to reach your B2B or B2C goals.

XCALLY

Improve customer service interactions using XCALLY’s motion unique technology, not found in other inbound call center software. XCALLY is an omnichannel inbound call center software that integrates their Asterisk service with shuttle and motion technologies, giving you optimized controls to handle all inbound call center functions with their software. XCALLY is a good option for inbound call center companies looking for professional solutions for inbound, outbound, and blended call center software services.

Is a trial version of inbound call center software useful?

Yes! Trying before buying is excellent because you want an inbound call center software that meets your business’s needs. Free use or free trial options help see if a particular software fits your call center needs. Break down the difference between a free trial and free use software to get the most out of them. The option to experience the full features of inbound call center software gives your team the ability to try it before you buy. Free trial terms depend on inbound call center software. For example, LiveAgent offers a 14-day free trial which you can sign up for in less than 60 seconds with no credit card required.

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Conclusion

Inbound call center software is necessary for your business, no matter the size of your call center. Software such as LiveAgent can save your business money while increasing the quality and quantity of your customer communications. Being able to handle all of your call center needs makes inbound call center software necessary. It gives you the ability to better access client information and streamline customer communications.

The best all-in-one inbound call center software

The top inbound call center software allows your business to accomplish more with your customer service agents all from one tool. LiveAgent does this for call centers of all sizes by offering outstanding features with no setup fee, no credit card required, 24/7 support, and the ability to cancel anytime. LiveAgent has the built-in ability to integrate with over 200 different pieces of software you already use for marketing.

Connect your VoIP provider with Help desk software - LiveAgent

LiveAgents omnichannel system allows communication with all departments. When utilizing features, such as the world’s greatest chat widget, you can quickly interact with customers when they start communication. With LiveAgent’s superior cloud-based phone support, you have unlimited call recording and can attend call transfers, suitable for inbound and outbound call center needs. With LiveAgent’s analytics, you can see all of your interactions with your customers, sales, website data, and even the effectiveness of your agents. LiveAgent uses a hybrid ticket stream that reaches all channels on a payment plan that fits your needs.

The best inbound call center software with built-in ticketing, live chat, and call center features

Customers prefer to communicate with businesses through whichever medium they feel most comfortable using. LiveAgent allows inbound call centers to handle ticketing, live chat, and all call features because of their omnichannel support. LiveAgent offers your business inbound call center features like interactive voice response, inbound calling, outbound calling, customer relationship management, softphone, omnichannel support, and analytics.

The best feature-rich inbound call center software

LiveAgent inbound calling software is the most feature-rich software available. LiveAgent offers over 130 different features designed to assist with inbound calls, outbound calls, statistics, customer relationship management, and omnichannel support. This gives your call center more versatility, increased profits, and happier customers.

Call settings in Customer service software - LiveAgent

The best value for the price inbound call center software

No matter what your call center’s size is, you need to find the right value-for-money software to help you achieve success and profits. LiveAgent software helps customers do all this with prices any business can afford. A free trial version lets your business test all the features LiveAgent offers for 14 days without a credit card. This means starting call centers can make money without spending money while seeing how the program works in your team. LiveAgent has an excellent value-price ratio for businesses looking to grow with more advanced features, offering a $15, $29, and $39 service level option per agent per month.

The highest-rated inbound call center software

LiveAgent is the highest-rated inbound call center software, with an average review of 4.7 stars on Capterra and 4.5 stars on G2. Thousands of users attest to LiveAgent’s many pros and few cons. LiveAgent’s versatility equals increased sales, ease of access, and an affordable price. This is why LiveAgent is consistently rated as one of the top inbound call center software available.

The most accessible inbound call center software to setup, use, and integrate

Choose a piece of inbound call center software that is easy to integrate with your current operations, easy to set up, and simple for your team to use. This means less training for your team and more profits for your business, with more attention paid to customers than training. LiveAgent allows for limited training and quick setup with their easily accessible inbound call center software. With LiveAgent’s simple integration, you can have agents field customer requests on the first day. Increased accessibility, ease of use, setup, and price makes LiveAgent the most accessible call center software on the market.

To get the most out of your inbound call center software, you should know its uses and deal with possible problems; you can always look up information in knowledge bases or in the call center section of the LiveAgent Academy. Or, read this concise FAQ guide to understand more about using inbound call center software.

Editor’s note: If any of the information in the review article is inaccurate, please contact us and we’ll revise it accordingly.

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LiveAgent offers wide range of call center tools, and therefore making it great choice for businesses of all sizes. Curious about all the opportunities?

Frequently asked questions

What level of support is included with my inbound call center software?

The level of support you receive may be very high or very little. Some pieces of software, like LiveAgent, feature 24/7 support. Other platforms may offer limited or only email support. You can learn more about the inbound call center software’s support on their website.

What if you don't like the inbound call center software after you purchase it?

Your cancelation options differ with each provider. With LiveAgent you can downgrade or upgrade any time or stop using it. There are no contracts, we bill month-to-month, and there is no setup fee. Most platforms only offer free trials. You would need to contact the individual software company to see if they will reimburse you after starting service; most won’t.

Can I set up custom integrations in my inbound call center software?

Integrations vary with each software, but the short answer is yes. For example, inbound call center software like LiveAgent has 195 integrations that are already integrated, or you can simply activate the plugin. This allows you to connect platforms to your call center, connecting your agents to customers using one tool across all platforms. Custom integrations with the LiveAgent software are easy and quick. However, custom integration varies per platform.

How can I improve my inbound call center?

“You can make the most of your inbound call center by taking it into the future using inbound calling software. Using an omnichannel business tool like LiveAgent will allow you to connect with customers across all channels, allowing your agents to use only one piece of software to optimize your calls per hour. This enables agents to provide superior services. Suppose you want to improve your inbound call center and assure your business thrives through the digital age. In that case, using an inbound call center software like LiveAgent would help accomplish that.

How do you manage inbound call centers?

You can engage with your customers across all channels and communicate with your team through a single piece of software. LiveAgent uses cutting-edge tools like universal email and advanced ticketing to connect customers and agents. You can distribute tickets to agents and manage your employees while viewing their interactions with your customers.

What is an inbound call in a call center?

The inbound call center is when you have agents dedicated to receiving inbound communication from customers. The key feature of an inbound call center is the customer reaches out to the support team through many different sources, including chat, video, and phone. With the customer reaching out to you, your responses and actions should be swift and effective. An inbound call center can accomplish this.

What are customer service responsibilities at inbound call centers?

Inbound call center agents are the first point of contact with customers. Their responsibilities include providing attentive customer support over chat, phone, and video to solve customer issues. Requiring agents to manage customer interaction across multiple channels and work with other teammates in other departments.

How do I take inbound calls?

You can take inbound calls using software like LiveAgent with one piece of software on your computer or mobile device. With a selection of omnichannel support options like LiveAgent, you can field calls or messages from customers communicating over various tools. You can do this on your desktop or mobile device.

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