20 Best Inbound Call Center Software In 2023

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.