Inbound call center solutions are solutions that customers use as a single point of contact for service-related needs. Some examples are making a payment, registering a purchase, troubleshooting an issue, or obtaining product information.
To help you choose the best inbound call center solutions to improve your customer service strategy, we’ve researched and listed the best inbound call center solutions available in 2022, along with the pricing, details, and pros/cons of each.
Top 10 Inbound Call Center Solutions
- RingCentral – Best Inbound Call Center Solution for CRM Integration
- HubSpot Service Hub – Best Inbound Call Center Solution for Help Desk Software
- Aircall – Best Inbound Call Center Solution for Collaboration
- CloudTalk – Best Inbound Call Center Solution for Mid-Sized Companies
- Nextiva – Best Inbound Call Center Solution for High Volume Call Centers
- TalkDesk – Best Inbound Call Center Solution for Enterprise Teams
- Five9 – Best Inbound Call Center Solution for Pay As You Go
- Avaya – Best Inbound Call Center Solution for Healthcare Companies
- HappyFox – Best Inbound Call Center Solution for Integrated Management
- Bitrix24 – Best Inbound Call Center Solution for Virtual Teams
1. RingCentral – Best Inbound Call Center Solution for CRM Integration
Pricing: Free to $49.99 per month depending on chosen plan and features. Annual plans are available at a discount.
RingCentral is a cloud-based inbound call center solution that enables businesses’ seamless remote agent strategy. The software offers a large app gallery which allows it to be integrated with many other popular solutions that companies use, such as Salesforce, Zendesk, and Oracle Sales Cloud. In addition, RingCentral’s Contact Center offers an integrated suite that offers automatic call distribution, interactive voice response, CTI, auto-dialer, and PBX.
Additional benefits to using RingCentral as an inbound call center solution are that it offers advanced routing so customers can self-solve issues, skills-based ACD to match calls with agents, and tools to measure performance.
| Pros | Cons |
| Remote calling | Limited access to recordings |
| Easy set up | Overseas customer support |
| Good audio quality | – |
| RingCentral Meetings Feature | – |
2. HubSpot Service Hub – Best Inbound Call Center Solution for Help Desk Software
Pricing: $45 to $1,200 per month depending on chosen plan and features. Annual plans are available at a discount.
HubSpot’s help desk software is built in conjunction with its leading CRM. This means that the front-line agent will have all of the information required to resolve the issue with the customer on the line whenever a customer calls in. The service hub’s ticketing system allows for all customers’ questions and issues to be logged and assigned to specific service colleagues. Users can call support through users’ HubSpot accounts, and all calls are automatically recorded and logged on the contact record.
This inbound call center solution is the perfect option for help desk software as it offers ticketing, live chat, and call solutions.
| Pros | Cons |
| Knowledge Base | Integration issues |
| Service Ticketing | Email functions could be improved |
| Chatbots | – |
| CRM integration | – |
3. Aircall – Best Inbound Call Center Solution for Collaboration
Pricing: $30 to $50 per month depending on chosen plan and features. Custom Enterprise subscriptions are available.
Aircall is a cloud-based phone system that integrates with the most popular CRM and helpdesk tools. This inbound call center solution is built for teamwork – it allows businesses to create Interactive Voice Response (IVR) menus and intelligent routing rules to direct callers to the correct agent each time they call. In addition, employees can collaborate on calls through the shared inbox solution. The best part about the shared inbox is that users can apply tags or comments and assign follow-ups to other teammates. This inbound call center solution includes call routing, call monitoring, and call center analytics.
| Pros | Cons |
| Easy to use | IVR system a little messy |
| Chrome plug-in | Email functions could be improved |
| Desktop app | – |
| Good voice quality | – |
4. CloudTalk – Best Inbound Call Center Solution for Mid-Sized Companies
Pricing: $30 to $50 per month depending on chosen plan and features. Custom subscriptions are available.
CloudTalk is another cloud-based inbound call center solution for support teams. It is reportedly used most by start-ups, scale-ups, SMEs, and eCommerce. This solution offers unique tools to work with, such as a custom queue feature that enables support teams to choose how incoming calls will be distributed. With CloudTalk, inbound calls are routed to agents prepared to handle the customer’s issue. This is the ideal solution, so the caller doesn’t get passed around between agents.
Another benefit of CloudTalk is that it allows customers to leave voicemails for agents, so they aren’t stuck on hold for long periods.
| Pros | Cons |
| Easy CRM integration | Mobile app issues |
| Fast issue resolutions | System slows at times |
| Clear insights | – |
| Download recorded calls | – |
5. Nextiva – Best Inbound Call Center Solution for High Volume Call Centers
Pricing: $50 to $100 per month depending on chosen plan and features.
Nextiva is a Voice Over Internet Protocol (VoIP) call center solution that supports businesses at any stage. This software can handle higher call volumes and is run over the internet. The benefit of going with a solution like Nextiva is that users can automate multichannel customer support and self-service options to help streamline the inbound call center experience. An additional benefit of Nextiva is that you can optimize agent call flow and leverage virtual agents to automate interactions.
This inbound call center solution offers many features, such as IVR, call recording, Automatic Call Distribution (ACD), VoIP phone numbers, call routing, and dashboards and reporting. Nextiva reports 99.999% uptime and fraud mitigation with access control policies and is a fantastic solution. Nextiva can also handle up to 525 calls in a queu
| Pros | Cons |
| Cell phone app | Changes/set-up are difficult |
| Onboarding liaison | Customer service could be better |
| Auto attendant | – |
| Easy to follow guides | – |
6. TalkDesk – Best Inbound Call Center Solution for Enterprise Teams
Pricing: $75 to $125 per month depending on chosen plan and features. Custom pricing available.
TalkDesk is another cloud-based inbound call center solution, but it has an automation-first customer approach. This solution has the capability to manage a large amount of both agents and calls and allows for Salesforce routing. This solution helps improve agent productivity and customer satisfaction through AI voice analytics, reporting, and real-time context capture. TalkDesk is perfect for big teams that need to manage phone support at a quick pace. Some organizations that use TalkDesk include IBM, Acxiom, Trivago, and Fujitsu. More than 1,800 companies use this inbound call center solution for their customer service needs.
| Pros | Cons |
| Straightforward app | Less than ideal tech support |
| Ability to search calls | Network connectivity issues |
| Dashboards | – |
| Helpful customer service | – |
7. Five9 – Best Inbound Call Center Solution for Pay As You Go
Pricing: $100 per seat.
Five9 is the perfect inbound call center solution for those looking to pay only for their needs. This platform also boasts no long-term contracts, straightforward pricing, and infrastructure costs, which is ideal for an organization looking for more of a pay-as-you-go solution. In addition, this inbound call center solution boasts CRM integration, including Salesforce, NetSuite, and Oracle. Five9 also has an AI that helps automate interactions and assist live agents, reducing service costs and allowing agents to deliver a better service experience.
Zoom acquired Five9 in July of 2021, which may add more improvements to the platform over time
| Pros | Cons |
| In depth reports | Learning curve |
| Multiple customer touch points | Notes can’t be edited |
| User friendly | – |
| Automation | – |
8. Avaya – Best Inbound Call Center Solution for Healthcare Companies
Pricing: $41 to $106 per month depending on chosen plan and features. Custom pricing available
Avaya is the best inbound call center solution for healthcare companies, as their website reports that nine of the world’s top ten healthcare institutions rely on Avaya’s products. This product is better suited for larger companies rather than small businesses – over 90% of Fortune 100 companies use an Avaya product to manage their contact center. This solution uses intelligent routing to better match customers with the best employees to help find answers and create desired outcomes.
Some benefits Avaya offers customers include AI-powered self-service automation, customer journey intelligence, and powerful reporting and analytics.
| Pros | Cons |
| Call and screen recording | Lack of customization |
| Productivity tools | Sometimes glitches |
| Easy to set up | – |
| Web plugin | – |
9. HappyFox – Best Inbound Call Center Solution for Integrated Management
Pricing: Pricing available on request
HappyFox is a help desk and customer support software that offers a robust support ticket system, community forums, and self-service knowledge. This inbound call center solution allows all inbound requests to be converted into a ticketing system, including email, chat, web, and phone requests. This software also helps analyze help desk metrics and create concrete actions to process data. This help desk software also integrates with Aircall and RingCentral to automatically record and assign calls to tickets in the system.
| Pros | Cons |
| Advanced Customization | Delayed notifications |
| Easy to set up | High upgrade costs |
| Search feature | – |
| High level analytics | – |
10. Bitrix24 – Best Inbound Call Center Solution for Virtual Teams
Pricing: $19 to $159 per month depending on chosen plan and features.
Bitrix is a complete business solution with an inbound call center solution that helps teams collaborate. This platform offers several different customer service options, including rentable telephone lines, live chat, and email queues. The best part about this inbound call center solution is that it was created with distributed teams in mind. It does not require any VoIP software. All groups need is a computer that has a speaker and a microphone. Bitrix24 also provides virtual office tools for teams, including employee chat, task and project management, document management, file sharing, and video conferencing.
| Pros | Cons |
| Team collaboration | No customization |
| CRM Integration | Uses a lot of computer memory |
| Desktop and Mobile App | – |
| Social media integration | – |
Frequently Asked Questions
What is VoIP?
VoIP is the technology that allows users to make voice calls using internet connections. Unlike traditional phone calls, VoIP converts your voice into a digital signal, enabling you to make a call directly from a computer, a VoIP phone, or any other data-driven device.
There are many benefits to using VoIP, including lower cost, higher-quality sound, remote-ready, and calling anyone worldwide. However, there are a few limitations to VoIP, such as the need for a high-speed internet connection and some emergency services limitations.
The benefits of VoIP software for an inbound call center are that it allows for a dispersed team to work from anywhere, meaning that all call center employees do not need to be located in the same physical office. This offers the organization more flexibility when it comes to planning and hiring.
What is CRM software?
CRM stands for Customer Relationship Management and Salesforce defines it as, “customer relationship management is any tool, strategy, or process that helps businesses better organize and access customer data.” The reason some of these inbound call center solutions integrate with CRM software is because it helps to keep all customer data in one place. The integration with this software is helpful for call center agents when keeping track of customer calls
What services do Inbound Call Center Solutions provide?
Inbound call centers provide many solutions, including different types of customer services, either before or after purchasing a product. They also offer help desk services related to computer and IT problems. Technical troubleshooting is another solution that inbound call centers provide, focusing on the repair or advice provided to customers. In addition to these services, inbound call centers also take orders over the phone for a sales team.
Customer service needs to be the core focus of any business. Adding an inbound call center solution can help increase customer satisfaction, reduce overall cost, increase sales, and increase the organization’s competitive advantage. While the initial cost might be high, organizations will appreciate the long-term benefits of an inbound call center solution.