The best inbound call center software helps your business handle incoming and outgoing calls efficiently. With the right software, you can connect with your customers on multiple channels without ever leaving the platform.
Choosing the right call center platform is essential to enhancing your business’s growth. The best choice will provide you with the features that help you scale without diminishing the quality of your customer interactions.
In this article I've listed the best software you can use for your inbound calls and provide your customers with excellent service.
What is Inbound Call Center Software?
Inbound call center software allows businesses with in-person or remote call centers to manage all inbound call functions from one tool. These platforms help businesses create efficient customer service management by enabling teams to quickly handle customer inquiries through various channels.
Inbound call center software are SaaS tools. This makes them a perfect match for cloud contact centers. That being said, the tools on this list can also be used for on-premise operations.
CloudTalk is a call center software that can facilitate both outbound and inbound calling, enabling sales and support teams alike. It has tools to help you manage your workflows, call flows, and distribute calls efficiently. You can also keep track of customer histories so agents can provide contextual support and services on all inbound calls regardless of whether they've served the client before.
Why I chose CloudTalk: Aside from the basic features needed to manage inbound calls, the software also has some specialized tools. For example, its skills-based routing lets you match the best-suited agent to each customer call. This helps you provide a more personalized and specialized support experience, resolving customer issues more effectively.
CloudTalk Standout Features and Integrations
Features include power dialer, smart dialer, custom extensions, 3-way calling, call transfers, click-to-call, campaigns, call notes, call tagging, call flow designer, VIP queues, preferred agents, and workflow automation.
Integrations include HubSpot, Zendesk, Intercom, Gong, Pipedrive, Salesforce, Copper CRM, ActiveCampaign, LiveAgent, and Outreach, among others. Additional integrations can be configured with a paid Zapier account.
- Toll-free numbers available
- Call tagging and notes to provide internal context
- Call recording facilitates training
- Lacks omnichannel support
- Starter plan lacks advanced analytics
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.
- Excellent customer service
- Easy set-up
- Set up multiple business accounts
- No keyword search tool with calls
- Extra fee for in-depth set-up
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.
- Reliable communications
- International number support
- Sub-account creation
- Only offers customer support via email
- Requires API and integrations to get a full solution
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.
- Over 95 integrations are available
- Excellent customer support
- Simple, intuitive design
- Can’t send or receive SMS messages
- The low-priced tier doesn’t integrate with Salesforce
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.
- Great call management
- Cost-effective when compared to its features
- Plans provide unlimited calls to 52 countries
- No AI tools
- Restricts audio conferences to 20 attendees
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.
- User friendly
- Easy to set-up
- Real-time and historical reports
- No ticket system
- More capabilities than most businesses require
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.
- Workflow automation
- Easy to use
- 24/7 support
- The significant number of features can make it hard to navigate
- Caters more to larger teams
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.
- Easy to use
- Available in over 40 languages
- AI-powered auto attendant for all plans
- Only the top tier provides advanced routing
- 24/7 support is an extra fee
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.
- 24/7 customer service
- Easy to use
- Simple learning curve
- No recording or sharing Zoom calls to email
- Webinars and tutorials aren’t too helpful
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.
- Integrated lead management features
- Reporting and manager tools
- Use your own number
- Only for Chrome users
- U.S. and Canada unlimited international minutes are only available for an extra $30/user/month
Best with skills-based routing
14-day free trial
|From $25/user/month (billed annually)||Website|
Best for tracking which campaigns drive the most leads
|From $39/month and rises to $299/month||Website|
Best for creating fully customized call centers
5000 free active hours
|$1/user/hour or $150/user/month||Website|
Best for traditional call centers
7-day free trial
|From $30/user/month (billed annually)||Website|
Best for drag-and-drop call flow editing
14-day free trial
Best for AI-powered tools
Free demo available
|From $149/month; Custom plans are also available||Website|
Best AI contact center technology
Free demo available
|Prices are per seat per month with cost per minute charged separately||Website|
Best comprehensive call center platform
30-day free trial
Best for real-time monitoring
Free demo available
|Pricing upon request||Website|
Best for managing remote team calls
7-day free trial
Here are a few more virtual call center software options that didn’t make the top list:
- Salesforce Service Cloud Voice
Best for customer insights
Best for remote customer service teams
Best for scalable and secure contact centers
Best for inbound and outbound call centers.
Best for team collaboration.
Best for accessing all customer interactions from a single app.
Best for unlimited call recordings.
Best for advanced caller and agent behavior reporting.
Best for optimizing customer service teams.
Best for call routing to the right team member.
How I Selected 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.
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.
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.
I look for cloud contact 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.
I look for inbound call center software that integrates with other business tools, like collaboration software or call queue systems. 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.
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.
Is there any Free Inbound Call Center Software?
What is Skills-Based Routing?
What Features Should Inbound Call Center Software Have?
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.
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. 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 best call center 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.