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Call center in help desk software - LiveAgent
Call Center Software

Inbound call center software right inside in your help desk

Despite the rapid rise of digital channels, phone support still remains one of the most popular means of customer communication, in both B2B and B2C industries. In fact, research shows 39% of consumers prefer support via phone over other communication channels.

With LiveAgent you can set up a virtual call center right in your help desk and receive calls from your landline or from your website. Easily manage inbound customer communications, improve your support team’s performance, and generate more inbound sales.

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What is an inbound call center software?

Inbound call center software enables businesses to handle a high volume of phone calls from customers efficiently. The software works with IVR (Interactive Voice Response) technology and intelligent call routing systems that reduce call drops and call wait times while ensuring callers are always connected to the most appropriate agents. 

Why use an inbound call center software?

By using a professional software in your inbound call center you can reinvent the way your business handles incoming customer communications.

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Consistent service experience

Whether it’s answering customer requests on time or closing a sale, your agents can achieve a positive outcome only if the call center software they use provides them with a range of helpful features.

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Greater customer satisfaction

With integrated IVR, you can streamline communications as calls get forwarded to the right departments or agents, reducing wait times, and increasing customer satisfaction.

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Increased inbound sales volume

With instant access to detailed caller information, agents can up-sell and cross-sell relevant products or services to your existing customers and drive more sales.

All-in-one call center software by LiveAgent

Whether it’s answering customer requests on time or closing a sale, your agents can achieve a positive outcome only if the call center software they use provides them with a range of helpful features.

Seamless voice integration

LiveAgent offers hassle-free integration with 99+% of national, regional, and global VoIP partners – choose your VoIP provider, connect unlimited SIP trunks, and local numbers. You can also enable PC to PC calls and let customers call you with a click of a button right on your website.
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Call routing feature in LiveAgent's call center software

Smart call routing

To ensure fast and accurate communication, LiveAgent’s call center software automatically routes calls by priority or assigns them randomly. With priority assignment calls are routed to a free agent with the highest priority and longest time since their last call, while random assignment distributes calls to currently available agents.

Intelligent IVR system

With a comprehensive Interactive Voice Response (IVR) designer tool you can create even the most complicated and personalized IVR trees, automate and speed up your voice support, save resources and make sure customer calls are always routed to the most appropriate departments or agents.
Interactive voice response
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Unlimited call recordings

Enjoy unlimited call recording without using any additional call recorder software and safely store all incoming customer calls and voicemail messages in your LiveAgent account for legal, training, or support purposes. Play, download, or get back to the recorded calls anytime you need them most to serve your customers better.

Integrated video chat

Place a Video Chat button anywhere on your website and have customers call you from their computer for more personalized communication. LiveAgent’s video call is completely browser-based so there is no need to install any external 3rd party application. Video calls will be safely stored as tickets.

Powerful WYSIWYG editor
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Call center analytics

Get a full view of how your inbound call center is performing with in-depth reporting. Generate various reports and keep track of all the important call center metrics and KPIs, including agent productivity and agents ranking reports to identify top performing agents and those who might need additional training.

Using LiveAgent call center software to drive more inbound sales

LiveAgent’s cloud-based call center is packed with an array of features that can help agents generate more sales opportunities while interacting with customers and providing ongoing customer support.

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Hybrid ticket stream

Regardless of the support channel used, all communication with each customer is conveniently stored in the same hybrid ticket under the same ticket ID, with all the important details you need about the customer and their issue.

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Comprehensive customer insights

With LiveAgent’s built-in CRM, agents can instantly see who they’re communicating with. Add fields to each contact to store customer data, create notes, easily access previous ticket history – and have all the context you need to deliver personalized support and leverage up-sell and cross-sell opportunities.

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Part of a multichannel communication platform

The inbound call center is just a segment of a more complex omnichannel help desk solution. With LiveAgent your customers can reach you from anywhere. Whatever channels they use – email, phone, live chat, or social media – your agents can easily, conveniently and effectively manage all customer interactions from a single place through a unified dashboard and provide a seamless omnichannel customer experience. The software comes packed with 180+ features, 40+ integrations and nearly endless customization options to adapt to your business needs.

How to choose the best inbound call center software

If you are looking for free inbound call center software, the tool will likely come with limited functionality. When researching solutions, pay attention to the set of the most critical features like IVR, call routing options, unlimited call recordings, reporting, etc. The tool should be easy to set up and allow support teams to get complete call center functionality up and running within minutes and few simple clicks.

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Fixed monthly fee, no extra charges

Get access to a cloud-based call center software with both inbound and outbound capabilities and no extra charges for per-minute usage – directly inside your help desk solution. LiveAgent offers the best value for your money with fully transparent pricing, billed only for real usage every month. No long-term contracts, just pay as you go.

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What is an inbound call center?

The inbound call center means that the business receives calls, usually from already existing customers. Therefore, it is either customer service or technical support dealing with these customers. On the other hand, an outbound call center focuses on acquiring new customers. Thus, it is usually the sales department's job.

How can I improve my inbound call center?

There are a couple of things your business can do to improve your inbound call center. The first thing to do is to provide proper training. The second is to give your agents the right tools. Your agents often use more time searching and switching between platforms, which can affect their workflow and workload if they do not have a proper help desk solution/software. Last, but certainly not least, motivate your agents with rewards and consistently engage with them. Ask for their opinions on their daily workflow and encourage new ideas for improvement.

How Will Call Center Software Help Your Business?

Call center software has hundreds of features that can transform your customer service workflow. For instance, IVR, Automatic Callback, or Call transfers are few standard ones that can influence how effectively your agents handle the calls. A major benefit of having call center software is that your business can improve customer satisfaction, increase sales, and enhance agent productivity.

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