You know, Inbound call center software is primarily used by companies to manage all calls from customers. Below are the 10 Inbound call center software it helps them route calls to the right person, so customers don’t have to wait too long or be sent to the wrong department. It’s also really helpful because it has features like IVR, where customers can click a button and solve some simple problems on their own, without having to talk to anyone.
What is the use of Inbound call center software?
The software keeps track of all calls, so businesses can see things like the duration of the call, how well agents are doing, common problems, etc. It also stores conversation history, which means it’s easier for agents can see what happened on it previous calls , which makes it easier to help customers.
As the company grows, the software is able to handle more calls without having to buy much new equipment. It also saves money because it uses features like VoIP that are cheaper than regular phone lines. Plus, it doesn’t just handle phone calls – it can manage emails, live chats, and even social media messages, all from one place.
Managers can listen to calls in real time to make sure everything is going well, and call recordings can be used to help train new employees. And at the end of the day, progress reports are generated, so businesses can improve their service over time.
How does call center works ?
Call center software is used to manage and manage all calls that come into the business. When a customer calls, the call is automatically routed to the appropriate agent or department based on the system settings. This is done with something called call routing, which ensures that customers don’t wait too long or be routed to the wrong person.
The software also has features like IVR (Interactive Voice Response), where customers can choose from a menu to solve really simple problems, without talking to an agent Calls are tracked and recorded, so information is collected mouth about any communication. This allows companies to track call length, agent performance, and customer satisfaction.
All information from previous calls is stored, so employees can see what was discussed previously, making it easier to help customers. The reports are generated automatically, showing important information such as how many calls were answered, how long customers waited, and how quickly issues were resolved
And the software can be scaled as needed, which means more agents and features can be added as the project evolves, with minimal additional work. And all of this helps improve customer service and makes handling calls much easier.”
10 Inbound call center software list
Below is the list of 10 Inbound call center software, so that you can read about it and choose one.
- Zoho Desk
- Freshcaller
- Google Voice
- Bitrix24
- Aircall
- CallHippo
- Avoxi
- MyOperator
- VirtualPBX
- HubSpot Service Hub
Comparison of Best 10 Inbound call center software
Here is a comparison table for the listed inbound call center software:
| Software | Free Plan | Key Features | Best For | Integration Options |
|---|---|---|---|---|
| Zoho Desk | Yes | Multi-channel support, ticket management, automation, call routing | Small to medium-sized businesses | Zoho CRM, Slack, Google Workspace, Shopify |
| Freshcaller | Yes | Call routing, IVR, call queues, call recording, analytics | Businesses of all sizes | Freshworks, Zapier, Salesforce, Google Workspace |
| Bitrix24 | Yes | CRM, task management, call center, live chat, email marketing | Small businesses, startups | CRM, Slack, Microsoft Teams, Google Workspace |
| Aircall | Free trial | VoIP, call routing, analytics, integration with CRM systems, mobile app support | Medium to large businesses | Salesforce, HubSpot, Pipedrive, Zapier |
| CallHippo | Yes | VoIP, call forwarding, call routing, IVR, team collaboration features | SMBs and startups | CRM tools, Zapier, Slack, HubSpot |
| Avoxi | Free trial | VoIP, call routing, IVR, call recording, real-time analytics | Businesses with global needs | Salesforce, Microsoft Dynamics, Zapier |
| MyOperator | Yes | Call routing, IVR, call recording, missed call SMS, real-time analytics | Small to medium businesses | Salesforce, Zapier, HubSpot, Google Workspace |
| VirtualPBX | Yes | VoIP, call routing, voicemail-to-email, call recording, integration with CRM | Small businesses | Salesforce, Zapier, Google Workspace |
| HubSpot Service Hub | Yes | Ticketing system, call routing, CRM integration, live chat, customer feedback | Small to medium-sized businesses | HubSpot CRM, Slack, Zapier |
| Google Voice | Yes | VoIP, call forwarding, voicemail, SMS, call recording | Small businesses, personal use | Google Workspace, Zapier, Gmail |
Best 10 Inbound call center software in details
Here’s a detailed explanation of the 10 free or free-trial inbound call center software options that you can download or use for your business:
1. Zoho Desk
- Free Plan: Zoho Desk offers a free plan for up to 3 agents. The free version includes features like email ticketing, a knowledge base, and community forums. It also offers automation rules, reports, and multi-channel support.
- Inbound Call Features: With the free plan, you can handle calls via VoIP integration, manage customer queries across multiple channels, and integrate with other Zoho tools.
- Download: Available on web browsers and mobile apps for iOS and Android, Here
Features of Zoho desk
- Omnichannel Support: Manage customer queries from email, chat, phone, and social media in one place.
- Automation: Automate workflows to reduce manual tasks.
- Help Center: Build a self-service portal with a knowledge base for customers.
- Reports: View detailed reports to track agent performance and customer satisfaction.
2. Freshcaller (by Freshwork)
- Free Plan: Freshcaller offers a free plan that provides a virtual phone number and basic inbound call center features like call routing and voicemail. It supports 1 user and limited functionalities.
- Inbound Call Features: Features include an interactive voice response (IVR) system, call routing, and call forwarding. It’s designed to manage incoming calls from customers.
- Download: Available as a web app, with mobile apps for both iOS and Android, Here
Detailed Features of Freshcaller
- IVR (Interactive Voice Response): Set up an automated menu that allows customers to route themselves to the right department.
- Call Routing: Route incoming calls to available agents based on their expertise or availability.
- Voicemail: Set up voicemail boxes for customers to leave messages when no agent is available.
- Analytics: Access basic reporting tools to measure call performance.
3. Bitrix24
- Free Plan: Bitrix24 offers a free plan for up to 12 users. It includes inbound call handling, call recording, and CRM integration. The platform also provides tools for collaboration and project management.
- Inbound Call Features: The software lets you handle inbound calls directly within the CRM, so you can log calls and access customer data quickly.
- Download: Available as a web app and mobile apps for iOS and Android, Here
Some features of Bitrix24
- Call Center Integration: Seamlessly integrate inbound calls with your CRM. You can make, receive, and log calls directly within the platform.
- CRM: The CRM system tracks all interactions, allowing for efficient customer management.
- Collaboration Tools: Bitrix24 also offers team chat, file sharing, and task management to improve team communication.
- Analytics: Built-in reporting tools provide insights into team productivity and call center performance.
4. Aircall
- Free Trial: Aircall provides a 7-day free trial that includes access to inbound call features such as IVR, call queues, and integration with other tools like CRM and help desk software.
- Inbound Call Features: The free trial provides features like interactive voice response (IVR), automated call distribution, and call recording.
- Download: Web app and mobile apps for both iOS and Android, Here
Features of Aircall
- Cloud-Based Calling: Aircall offers a cloud telephony platform for managing inbound calls from any device.
- IVR & Call Queues: Customizable IVR systems to direct calls to the appropriate department, with waiting queues to manage high call volumes.
- CRM Integration: Integrates with CRM systems like Salesforce, HubSpot, and others for enhanced customer management.
- Analytics: Provides real-time analytics and call insights.
5. CallHippo
- Free Plan: CallHippo offers a free plan for basic inbound call management features, including a virtual phone number and call forwarding.
- Inbound Call Features: Virtual numbers, call forwarding, and call analytics. It also supports call routing to direct calls to available agents.
- Download: Web and mobile apps are available, Here
Features of CallHippo:
- Virtual Numbers: Set up local or international virtual numbers to handle customer calls.
- Call Routing: Direct incoming calls to specific agents or departments based on availability.
- Real-Time Analytics: Monitor call statistics in real-time, including call volume, agent activity, and more.
- Integrations: Integrate with other tools like Zoho, HubSpot, and others for better management.
6. Avoxi
- Free Trial: Avoxi provides a 7-day free trial that includes key call center features such as IVR, call tracking, and reporting.
- Inbound Call Features: Includes IVR, call tracking, and analytics. The free trial allows you to test these features before committing to a paid plan.
- Download: Web-based and mobile apps available, Here
Detailed Features of Avoxi:
- IVR and Call Routing: Set up automated voice menus to route customers to the correct department.
- Call Tracking: Track inbound calls and their outcomes for reporting and quality assurance.
- Analytics and Reports: View detailed reports on call performance, agent productivity, and customer satisfaction.
7. VirtualPBX
- Free Trial: VirtualPBX offers a free trial that allows users to test features like inbound call routing, voicemail, and automated call distribution (ACD).
- Inbound Call Features: Includes call forwarding, voicemail, and call queues. You can also set up auto-attendants and IVR systems.
- Download: Available as a web app and mobile apps, Here
Some Features of VirtualPBX
- IVR (Auto-Attendant): Provides an automated receptionist to direct calls based on customer input.
- Call Forwarding and Queues: Route incoming calls to available agents and organize calls in a queue.
- Voicemail and Transcription: Voicemail-to-email service and call transcription.
- Reporting: Track call metrics like hold time, missed calls, and agent performance.
8. MyOperator
- Free Trial: MyOperator offers a 30-day free trial with inbound call handling, IVR, and call analytics features.
- Inbound Call Features: Includes virtual numbers, IVR, call routing, and analytics.
- Download: Web app and mobile apps, Here
Features of MyOperator
- IVR and Call Routing: Automate call distribution based on user selections and department availability.
- Call Analytics: Detailed analytics to monitor call center performance and improve operations.
- Cloud Telephony: Use MyOperator as a cloud-based call center solution without the need for physical hardware.
9. HubSpot Service Hub
- Free Plan: HubSpot offers a free plan that includes email tracking, ticketing, live chat, and a customer support dashboard. It is integrated with HubSpot’s CRM, making it an all-in-one tool.
- Inbound Call Features: Supports ticketing and live chat but lacks dedicated voice calling features. However, you can integrate with other telephony tools to manage inbound calls.
- Download: Available as a web app and mobile apps, Here
Detailed Features of HubSpot Service Hub
- Ticketing: Automatically create support tickets for customer inquiries.
- Live Chat and Chatbots: Engage customers via live chat or automated chatbots for first-level support.
- CRM Integration: Use HubSpot’s CRM to track customer interactions across multiple touchpoints.
- Reporting: Access reports on team performance, customer satisfaction, and more.
10. Google Voice
- Free Plan: Google Voice offers a free personal number with basic call forwarding, voicemail, and call screening features, but it’s not designed for business call centers.
- Inbound Call Features: Basic features like call forwarding, voicemail, call screening, and transcription. Google Voice can be used to handle inbound calls for small teams.
- Download: Available for web and mobile apps, Here
Features of Google Voice
- Virtual Number: Get a free phone number to use for business or personal purposes.
- Call Forwarding and Screening: Automatically forward calls to other numbers and screen calls with voicemail transcription.
- Voicemail Transcription: Read transcriptions of voicemail messages.
- Call Blocking: Block unwanted callers to reduce spam calls.
Some of these free or trial based tools can help small businesses and startups get started with inbound call center functionality. You can assess them based on the features they offer (like IVR, call routing, analytics, and integrations) and whether they meet your needs.
Review of Inbound call center softwares
1. Zoho Desk
- Rating: 4.5/5
- Pros: Easy to use, great integration with Zoho CRM, effective ticketing system, automation capabilities.
- Cons: Limited functionality in the free plan, can be slow at times for larger teams.
2. Freshcaller
- Rating: 4.5/5
- Pros: Simple setup, intuitive interface, good for remote teams, call queues, and routing.
- Cons: Limited customization, higher cost as you scale.
3. Bitrix24
- Rating: 4.3/5
- Pros: Excellent CRM features, integrates well with other tools, good for team collaboration.
- Cons: Complex interface, limited functionality on the free plan.
4. Aircall
- Rating: 4.5/5
- Pros: Easy to use, powerful integrations with CRMs, great call quality, and mobile app support.
- Cons: Pricing is on the higher side, especially for small businesses.
5. CallHippo
- Rating: 4.2/5
- Pros: Affordable pricing, easy setup, virtual number support, good customer support.
- Cons: Limited features in free version, reporting could be better.
6. Avoxi
- Rating: 4.2/5
- Pros: Great for international call centers, good call quality, flexible routing options.
- Cons: Some setup complexity, pricing can be confusing.
7. MyOperator
- Rating: 4.5/5
- Pros: Excellent customer support, easy setup, real-time reporting, affordable.
- Cons: Limited integrations with other tools, could use more advanced features.
8. VirtualPBX
- Rating: 4.2/5
- Pros: Easy to use, good call management, good for small teams.
- Cons: Limited integrations, the interface could be improved.
9. HubSpot Service Hub
- Rating: 4.3/5
- Pros: Great CRM integration, easy-to-use interface, good for managing tickets and customer requests.
- Cons: Call support features are limited unless integrated with a third-party system.
10. Google Voice
- Rating: 4.4/5
- Pros: Free for personal use, simple setup, good for basic call management.
- Cons: Limited features for business use, lacks advanced call center functionality.
FAQs
What is inbound and outbound call center software ?
Inbound call center software is used to handle incoming calls, making sure they are routed to the right agents. Customer support, service inquiries, and sales calls are managed with this software. Outbound call center software is used to manage calls that are made by agents, such as sales calls and follow-ups. Features like call routing, reporting, and CRM integration are included in both types. The main difference is that inbound calls are received, while outbound calls are made.
What do you mean by outbound call center agent?
An outbound call center agent is an employee who makes calls to customers or potential clients on behalf of the business. These calls can be for various purposes, such as sales, follow-ups, surveys, telemarketing, or customer feedback. Outbound agents typically work with lists of leads or existing customers, trying to promote products, services, or gather information. Their main role is to initiate communication rather than respond to incoming calls.