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10 Best Inbound Call Center Software In 2023

Best Inbound Call Center Software Shortlist

Here’s the shortlist of the best tools that I’ll cover in this article.

  1. GoToConnect

    Best for drag-and-drop call flow editing

  2. CallTrackingMetrics

    Best for tracking which campaigns drive the most leads

  3. Twilio

    Best for creating fully customized call centers

  4. Aircall

    Best for traditional call centers

  5. Convoso

    Best AI contact center technology

  6. Five9

    Best for AI-powered tools

  7. Salesforce Service Cloud Voice

    Best for customer insights

  8. Zendesk Suite

    Best comprehensive call center platform

  9. Kixie Powercall

    Best for managing remote team calls

  10. CallTools

    Best for real-time monitoring

The best inbound call center software helps your business handle incoming and outgoing calls efficiently. With the right platform, you can connect with your customers on multiple channels with one software. Each year, businesses lose $75 billion a year because of poor customer service. Using the right call center software can help you avoid being a contributor to this statistic.

Choosing the right call center platform is essential to enhance your business’s growth. The best choice will provide you with the features that help you scale efficiently. This is where I come in. This article will give you a list of the best software you can use for your inbound calls and provide your customers with excellent service.

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How I Select the Best Inbound Call Center Software

If you're wondering how I selected the best inbound call center software, here's where I'll break it all down for you. First of all, I started with inbound call center software options that have high user review and satisfaction ratings. Then, using my experience in customer service solutions, I discerned what key criteria were most important for inbound call center software and compared how each of them stacked up against the rest.

If you have more general questions about inbound call center software, you can skip to our FAQ at the bottom of the page. Or, you can jump right to the best inbound call center software overviews if you're ready to start comparing. 

Selection Criteria

After careful consideration, I've determined that these are the most important criteria when selecting the best inbound call center software. Here's a brief list outlining the whats and whys of my selection. 

User Interface (UI):

I look for an intuitive interface that helps your customer service agents efficiently take calls. The platform’s interface should allow features to be readily available in one area for the best results. The interface should also make the system easy to learn to help when bringing on new customer support agents.

Usability:

I look for software that allows your agents to go from one resolved case to the next open one quickly. Platforms with automation that automatically handles how calls are coming in and who they go to means there’s less oversight required by your management teams. This allows them to focus on more critical aspects, such as satisfaction levels.

Security: 

I look for software that has the best security standards. These security standards should include end-to-end encryption, frequent third-party security audits, and two-factor authentication (2FA). This can make security breaches less likely and secure your customer and business information.

Integrations: 

I look for inbound call center software that integrates with other business tools efficiently to improve efficiency. These platforms should help your customer service agents get an excellent understanding of your business goals. These integrations can also help them see how their work affects other business areas. This also allows more efficient collaboration with other departments or teams, which can result in better customer service.

Pricing:

I look for software that provides different pricing tiers. For example, vendors often offer a low, mid, and high tier, and the limitations you can experience are reduced when you move to a higher tier. I also look for vendors that offer a “forever free” tier, which allows you to use some basic features for free. Or, they offer a free trial, which will enable you to briefly experience one of the paid tiers to give you an idea of what the software can do for your business.

Overviews of the 10 Best Inbound Call Center Software

Here’s a brief description of each inbound call center software to showcase each tool’s best use case, some noteworthy features, and screenshots to give a snapshot of the user interface.

1

GoToConnect

Best for drag-and-drop call flow editing

GoToConnect provides quality business phone services with a broad set of features to help improve customer experience.

GoToConnect helps businesses of any size get a VoIP service that will help them manage multi-channel conversations from any device. If you already have an IP phone system set-up and looking for a change, GoToConnect allows businesses to use their current equipment when signing up for their services. It’s also an excellent choice if your company has multiple locations or you’re searching for a way to save money on international calls.

Why I Picked GoToConnect: This platform provides many features that set it apart from other services. For example, the call flow editor can help your business if you need to establish a complex call routing. This can look confusing on screen, but GoToConnect’s editor provides a user-friendly editor with drag-and-drop functionality and a clear, visual call flow representation.

GoToConnect Standout Features and Integrations

Features include auto attendants, video conferencing, call forwarding, virtual voicemail, mobile apps, and ring groups.

Integrations include Google Workspace, Microsoft Teams, Slack, Zoho CRM, and Salesforce Sales Cloud.

GoToConnect costs from $27/user/month. GoToConnect gives you a 14-day free trial for up to five users.

Pros

  • Plans provide unlimited calls to 52 countries
  • Cost-effective when compared to its features
  • Great call management

Cons

  • Restricts audio conferences to 20 attendees
  • No AI tools
2

CallTrackingMetrics

Best for tracking which campaigns drive the most leads

CallTrackingMetrics helps businesses drive revenue and increase conversions by tracking every inbound call to advertising campaigns.

CallTrackingMetrics helps contact centers and agencies manage calls and get an in-depth view of vital metrics. It combines call tracking and contact center capabilities to give users a complete customer experience management solution. It’s also helpful for businesses in various industries to provide a personalized experience to their customers.

Why I Picked CallTrackingMetrics: The platform does precisely what the name says; it gives users call-tracking metrics. But these metrics give businesses the confidence to make data-backed decisions about their advertising campaigns. Users can understand where their leads come from and connect them to their source to allow marketing and sales teams to get all the information they need to increase conversions.

CallTrackingMetrics Standout Features and Integrations

Features include CRM integration, conversion tracking, lead scoring, referral tracking, click-to-dial, automatic call distribution, and call tracking.

Integrations include Agency Analytics, Google Analytics, Hubspot, Kissmetrics, Instapage, and Mailchimp.

CallTrackingMetrics costs from $39/month.

From $39/month and rises to $299/month

Pros

  • Set up multiple business accounts
  • Easy set-up
  • Excellent customer service

Cons

  • Extra fee for in-depth set-up
  • No keyword search tool with calls
3

Twilio

Best for creating fully customized call centers

Twilio offers various communication services to users, such as SMS, voice, and video.

Twilio is a call center platform for any sized business. Customer service teams can handle inquiries from various channels, such as social media, e-mail, SMS, and live chat. Twilio’s features accommodate customer service teams working in multiple industries, such as retail, eCommerce, real estate, and marketing.

Why I Picked Twilio: I picked Twilio because it allows users to customize their experience according to their requirements. If you have the time and resources to hire developers or are handy with code yourself, Twilio provides a Voice SDK and an open API. This lets you create a call center solution that’s different from everything else out there.

Twilio Standout Features and Integrations

Features include an open API, audio and video conferencing, message personalization, unified communications, performance management, and reporting and analytics.

Integrations include Zapier, monday, Typeform, Appy Pie, Pipedream, ActiveCampaign, Zoho, and other systems you’re currently using, thanks to its open API.

Twilio costs $1/user/hour or $150/user/month when paying the flat rate. Twilio offers a free trial for up to 5,000 active user hours.

Pros

  • Sub-account creation
  • International number support
  • Reliable communications

Cons

  • Requires API and integrations to get a full solution
  • Only offers customer support via email
4

Aircall

Best for traditional call centers

Aircall provides a cloud-based call center to help support teams enhance customer experiences.

Aircall supports small to medium-sized businesses in implementing a call center to help them provide excellent customer service. The platform is an excellent choice for managers looking for a method to advise their teams behind the scenes. They can do this with Aircall’s call whispering feature, which allows them to make the most significant impact at the right moment by giving verbal advice during a support call. It’s also a great feature to help train your service agents or help those not meeting your expectations.

Why I Picked Aircall: The platform provides businesses with a nearly complete, traditional call center solution to manage incoming calls. Aircall is cloud-based and works on desktop and mobile, which makes it an excellent choice if your team is in-house or working remotely. It provides users with the features many expect from a call center application, such as a power dialer, warm transfers, and advanced routing.

Aircall Standout Features and Integrations

Features include analytics, API, batch permissions and access, contact management, contact sharing, CRM integration, dashboard, data export, data import, autodialer, and call logging.

Integrations include Hubspot, ActiveCampaign, Salesforce, Intercom, Help Scout, Microsoft Teams, and Pipedrive.

Aircall costs from $40/user/month. Aircall offers a 7-day free trial.

7-day free trial

From $30/user/month

Pros

  • Simple, intuitive design
  • Excellent customer support
  • Over 95 integrations are available

Cons

  • The low-priced tier doesn’t integrate with Salesforce
  • Can’t send or receive SMS messages
5

Convoso

Best AI contact center technology

Convoso is a cloud-based call center management solution that improves conversion time.

Convoso helps small, medium, and large businesses use several communication channels to speak with customers who need help. It provides robust lead management and dynamic scripting tailored to each customer who calls in. It mainly focuses on outgoing calls, but its high customization capabilities make it an excellent choice for businesses to convert inbound leads.

Why I Picked Convoso: The platform uses AI technology to help your service managers determine how many agents you need. This allows you to have your best agents get more conversions. Convoso has developed an AI-powered Intelligent Virtual Agent that provides an excellent customer experience.

Convoso Standout Features and Integrations

Features include dynamic scripting, customizable dashboards, multi-campaign login, and intelligent virtual assistants.

Integrations include Salesforce, SugarCRM, ActiveProspect, Zendesk, Microsoft Dynamics, Shopify, Hubspot, Zoho, and Zapier.

Convoso offers custom pricing upon request.

Pricing upon request

Pros

  • 24/7 support
  • Easy to use
  • Workflow automation

Cons

  • Caters more to larger teams
  • The significant number of features can make it hard to navigate
6

Five9

Best for AI-powered tools

Five9 combines everything businesses need to establish a complete customer service center.

Five9 is a call center solution for small, medium, large, and enterprise businesses looking to consolidate all customer support to one location. The significant amount of advanced administration features with its inbound and outbound capabilities removes the need for multiple communication tools. Five9 has everything businesses in any industry need to provide customer support.

Why I picked Five9: I picked Five9 because it comes with AI- and machine learning-powered tools. After signing up, you get the standard IVR feature, but the machine learning capabilities improve results for your customers. This means you can implement support channels to answer customers’ questions from a knowledge base. The AI agent will route the calls to one of your agents if it can’t find an answer.

Five9 Standout Features and Integrations

Features include an API, chat, contact management, dashboard, data export, data import, external integrations, lead management, notifications, scheduling, call tracking, call disposition, softphone, and click-to-dial.

Integrations include Salesforce Sales Cloud, Zendesk, Skype for Business, Logicbox, PlayVox, Microsoft Dynamics CRM, and Bitium.

Five9 costs from $149/month.

Free demo

From $149/month

Pros

  • Real-time and historical reports
  • Easy to set-up
  • User friendly

Cons

  • More capabilities than most businesses require
  • No ticket system
7

Salesforce Service Cloud Voice

Best for customer insights

Salesforce Service Cloud brings customer, field, and employee service together with AI and automation to help businesses engage with customers effectively.

Salesforce Service Cloud helps businesses of any size, from freelancers and self-employed start-ups to large enterprises, get a custom solution for customer service. It provides a computer-telephony-integration that includes call center capabilities in the popular Salesforce platform. Users can take inbound calls, divert them to other available agents, put calls on hold, or add other customers or agents to the call without leaving the window.

Why I Picked Salesforce Service Cloud: The software gives your agents access to in-depth insights to help them close cases fast. They can see all the information they require about each call on one screen, which can help them customize the conversation according to the customer. For example, with Salesforce Service Cloud, your agents will see a customer’s warranty information, purchase history, and past interactions to address their specific issue.

Salesforce Service Cloud Standout Features and Integrations

Features include API, e-mail integration, chat, and task scheduling and tracking.

Integrations include Talkdesk, Salesforce Marketing Cloud, Vonage Contact Center, Elastic Enterprise Search, and Transera.

Salesforce Service Cloud costs from $25/user/month, billed annually. Salesforce Service Cloud comes with a 30-day free trial.

30-day free trial

From $25/user/month

Pros

  • Excellent reporting capabilities
  • Powerful CRM
  • Simple navigation

Cons

  • Expensive for smaller businesses
  • Complex start-up process
8

Zendesk Suite

Best comprehensive call center platform

Zendesk Suite provides call center software that’s embedded in its ticketing system.

Zendesk Suite offers call center solutions for businesses of all sizes, which the vendor built on its extensive customer service platform. Your agents can take advantage of Zendesk’s help desk features when taking inbound calls to help customers on all channels. As your team grows, the platform can expand with you and resolve issues you experience faster while measuring and improving your support operations.

Why I Picked Zendesk Suite: The omnichannel solution covers incoming and outgoing calls, e-mail, live chat, and SMS messaging, so you can help your customers no matter where they are. Zendesk gives customer service agents everything they need to satisfy customers. You can also add a self-help center to add knowledge base articles.

Zendesk Suite Standout Features and Integrations

Features include live chat, call monitoring, auto-call recording, IVR support, queue management, predictive dialer, and progressive dialer.

Integrations include Salesforce, Mailchimp, Dropbox, Trello, PandaDoc, Intercom, and Shopify.

Zendesk Suite costs from $19/user/month, billed annually. Zendesk offers new users a 30-day free trial.

30-day free trial

From $19/user/month

Pros

  • AI-powered auto attendant for all plans
  • Available in over 40 languages
  • Easy to use

Cons

  • 24/7 support is an extra fee
  • Only the top tier provides advanced routing
9

Kixie Powercall

Best for managing remote team calls

Kixie Powercall is a cloud-based Google Chrome extension with AI-powered voice and SMS that gives your agents advanced call capabilities.

Kixie Power call is an intelligent call routing and CRM platform for small, medium, and large businesses. It allows agents to receive calls, and managers can record them with a single click. You can install the platform quickly on Mac, Windows, and Chromebook devices.

Why I Picked Kixie Powercall: The features you can find within the Kixie Powercall platform allow your teams to work remotely. Your managers can even coach your teams with live call monitoring and call whispering capabilities. This allows your teams to connect with customers and each other. Your managers can also access a live call dashboard which provides insights on your agent’s performance, and even jump in on a call and help close deals with customers when necessary.

Kixie Powercall Standout Features and Integrations

Features include automated texts and voicemails, one-to-one texting, inbound call queues, call recordings, IVR auto attendant, and comprehensive responding.

Integrations include ActiveCampaign, Hubspot Sales Hub, Pipedrive, Slack, Salesforce, Zendesk, monday, and GetResponse.

Kixie Powercall costs from $35/month, billed quarterly. Kixi Powercall offers a 7-day free trial for all plans.

7-day free trial

From $35/month

Pros

  • Use your own number
  • Reporting and manager tools
  • Integrated lead management features

Cons

  • U.S. and Canada unlimited international minutes are only available for an extra $30/user/month
  • Only for Chrome users
10

CallTools

Best for real-time monitoring

CallTools is a sophisticated end-to-end call center platform that helps businesses turn leads into customers.

CallTools provides small, medium, and large businesses with a call center management solution. Those looking to enhance call functionality for their sales, marketing, and customer service teams can get various options. You can also monitor your team’s KPI progress from CallTools’ reports dashboard.

Why I Picked CallTools: The platform includes real-time call recording and monitoring, enabling your managers to review your team’s performance. Your managers can also offer in-the-moment coaching to your agents by speaking with them during live calls and taking over difficult calls. You can also monitor your entire business’s performance efficiently.

CallTools Standout Features and Integrations

Features include queue management, auto-call recording, call monitoring, and live chat.

Integrations include over 3,000 applications via Zapier. They also provide a documented API to help you connect to your current systems.

CallTools offers customized pricing upon request.

Pricing upon request

Pros

  • Simple learning curve
  • Easy to use
  • 24/7 customer service

Cons

  • Webinars and tutorials aren’t too helpful
  • No recording or sharing Zoom calls to email

The 10 Best Inbound Call Center Software Summary

Tool Free Option Price
1
GoToConnect

Best for drag-and-drop call flow editing

Not available

Visit Website
2
CallTrackingMetrics

Best for tracking which campaigns drive the most leads

Not available

From $39/month and rises to $299/month Visit Website
3
Twilio

Best for creating fully customized call centers

Not available

Visit Website
4
Aircall

Best for traditional call centers

7-day free trial

From $30/user/month Visit Website
5
Convoso

Best AI contact center technology

Not available

Pricing upon request Visit Website
6
Five9

Best for AI-powered tools

Free demo

From $149/month Visit Website
7
Salesforce Service Cloud Voice

Best for customer insights

30-day free trial

From $25/user/month Visit Website
8
Zendesk Suite

Best comprehensive call center platform

30-day free trial

From $19/user/month Visit Website
9
Kixie Powercall

Best for managing remote team calls

7-day free trial

From $35/month Visit Website
10
CallTools

Best for real-time monitoring

Not available

Pricing upon request Visit Website

Other Options

Here are a few more virtual call center software options that didn’t make the top list:

  1. 3CX

    Best for remote customer service teams

  2. Squaretalk

    Best for scalable and secure contact centers

  3. Bitrix24

    Best for team collaboration.

  4. Talkdesk

    Best for inbound and outbound call centers.

  5. LiveAgent

    Best for unlimited call recordings.

  6. Dialpad

    Best for accessing all customer interactions from a single app.

  7. Nextiva

    Best for advanced caller and agent behavior reporting.

  8. Freshdesk

    Best for call routing to the right team member.

  9. RingCentral

    Best for optimizing customer service teams.

  10. Fastcall

    Best for businesses that rely on Salesforce.

People Also Ask

Here are some key features you should look for when deciding what inbound call center software works for your business.

Use Inbound Call Center Software to Enhance Customer Service

Today’s customers expect excellent support on multiple channels, such as e-mail, live chat, and phone. This can be overwhelming for a support team – especially when these channels are on separate software systems that aren’t integrated. Inbound call center software unifies your omnichannel service efforts into one platform, which can result in an enhanced experience for your customers and agents.

Inbound call center software is necessary to operate a successful business, regardless of size. The right software can save your business money and increase customer communication quantity and quality. It also gives you the ability to access customer information immediately.
If you’re looking for other ways to enhance your customer’s experience with your business, sign up for the CX Lead newsletter. Here you can learn the latest news and software to help your business thrive.

By Hannah Clark

Hannah Clark is the Editor of The CX Lead. Her goal is to bring together a community of CX professionals to learn, interact, and voice their own opinions on this ever-evolving industry.

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