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.
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:
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.
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.
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 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.
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.
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.
Your inbound call centers’ social media management portion allows you to communicate through all of your social channels from one software.
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.
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.
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.
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.
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.
Inbound call center software can safely store inbound customer phone calls and voicemails without additional call recorder software, thanks to integrated call center recording solutions. Call recording can be used for training and support purposes, allowing you to download or playback calls recorded in your system.
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.
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.
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 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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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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.
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.
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.
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.
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 is an excellent inbound call center solution for phone support. Offering unlimited call recordings with quick chat channel options through their widget.
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 $9, $29, and $49 a month.
Call Center Studio gives your business the tools to track cargo and use interactive voice reporting to improve your inbound calling experience.
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.
Contact the Call Center Studio inbound team to receive a quote for your call center business.
Ringcentral is a useful inbound call center software for video chatting with customers and other team members.
Ringcentral is a good option for small to medium-sized businesses to access the features that keep them connected to customers.
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.
Zendesk offers several features, including inbound and outbound calling, text, monitor routing, and more on its cloud-based platform.
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.
While Zendesk is a well-known and liked inbound call center option, it is advised to consider different Zendesk alternatives on the market to make sure if Zendesk is the right choice for your business and your specific requirements.
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.
Talkdesk includes many standard features needed for your call centers like voice features, outbound dialler features, reports, analytics, and intelligent routing features.
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.
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.
Zoho Desk call center software has inbound call center features that give your business analytics features to monitor your success.
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.
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.
Cloudtalk allows your call center to utilize inbound cloud-based calling, voice features, intelligent call routing, international phone numbers, smart dialers, and statistics monitoring.
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.
Cloudtalk offers a $15, $20, and $35 monthly plan. There is a free trial but no free version.
GoToConnect can assist with your inbound and outbound call center needs with complete software solutions, whether your operation is in person or remote.
This software offers inbound call center solutions for small to medium-sized call centers looking for a complete software solution.
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.
The Salesforce platform offers analytics, interactive voice response, inbound calls, CMR integration, and marketing statistics for your call center.
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.
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.
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.
This software allows small and medium-sized businesses to offer customer service and call center needs with cloud-based inbound and outbound calling software.
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.
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.
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.
Agile CRM offers customer chat support, telephone options, and autoresponders.
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.
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.
Five9 offers inbound and outbound call center abilities, professional services, training, and customer support.
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.
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.
CallHippo offers inbound calls, automatic distribution, email support, and voice recording with their call center software.
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.
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.
Twilio offers communications with SMS, APIs, video, and voice services.
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.
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.
VICIdial can help your business with outbound calls, inbound calls, call recording, and chat.
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.
VICIdial software is free, apart from the initial server provision fees, ranging from $400 to over $1,000, depending on your needs.
3CX software offers inbound calls, chat, and video services that you can use with your current headsets and other equipment.
3CX is perfect for small to medium-sized call centers looking for software with little start-up cost for server usage.
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.
Vonage Business Communications streamlines your call center operations with a high connection efficiency and various features.
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.
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.
Aircall software features include phone system features like voicemail, Interactive Voice Response, and virtual call centers.
This service is a mixture of value and features suited for small to medium-sized call centers looking for effective call center software.
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.
CallRail is inbound call center software recommended for tracking user engagement on your site and increasing your analytical data.
Callrail is a diverse option for small and medium-sized businesses looking for affordable software that makes the most out of analytics.
CallRail plans start at $45, which includes ten local phone numbers and 500 minutes. Contact support for a more detailed pricing plan.
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 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.
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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 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.
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.
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.
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 30-day free trial which you can sign up for in less than 60 seconds with no credit card required.
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 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.
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.
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.
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.
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.
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.
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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