Call center software is just an application that is built for managing customer communications arriving from multiple sources. These software support agents for handling incoming calls, making outgoing calls, tracking call metrics, and managing the workforce. Just as you know, a call center is having a group of people handling all the telephonic conversations and the contact center is the place where all the conversations are happening through phone, chats, or social platforms.

There are two kinds of call center solutions - on-premise and cloud-hosted ones. When it comes to on-premise software, you can pack the phone systems with yourself but you will have to pay loads of cash for the hardware. While the cloud-hosted call center software has many benefits like no hardware and affordable prices. To know your software, which may be best for you, it might get tricky for you sometimes. So, here we have created the list of 10 best inbound call software in 2020:

1. Five9

According to Indiashoppers Five9 is one of the best inbound cloud-based call software. Five9 offers outbound, inbound, common platform, and also the administrative features. More than that, Five9's AI integration gives personalized customer experience and can provide more than 100 types of reports. Five9 is always at your doorstep when it comes to customer support. It provides 24x7 customer support and for all 365 days. It provides customer support through phone, email, and also, customer portal. Some of the Five9 features include call recording, historical reporting, real-time reporting, cloud APIs, and data import. Along with these, it can be integrated with CRMs and packs Local Number Options, DNC Compliance, Web Callback, and Interactive Voice Response (IVR) with Speech Recognition too. This cloud-hosted call center software is best for small to large businesses and the pricing will be varied based on seats and features with monthly and annual plans. It works on all the platforms including Windows, Mac, iPhone/iPad, & Web-based.

2. Talkdesk

Talkdesk comes with many intelligent features like ACD, IVR, and Ring Groups and that is why it is one of the best inbound call software. It offers two pricing plans - Enterprise and Professional. Talkdesk also offers unlimited call recording that comes with both the plans. Also, it features advanced voice capabilities and power dialer. Features like call recording, call monitoring and call barging talks about Talkdesk's quality. Talkdesk can be integrated with 30 plus CRMs including Salesforce and Zendesk. Talkdesk comes with advanced network architecture and provides Outbound Dialer too. Just like Five9, Talkdesk provides customizable reports and a real-time dashboard. Based on the microservices architecture and CPaaS foundation,  you will get better call quality and on-demand global scalability. Talkdesk is a cloud-based solution that is very flexible for small to large businesses.

3. Knowmax

This intelligent call center software allows call agents to provide the best customer experiences. Knowmax is popularly known for its seamless support and call center agents can smoothly look at Articles, and FAQs and answer customer concerns just in few seconds. Knowmax is known for customer average handling time as this software has reduced 20 % of the average handling time. Also, it has increased the productivity of CX Agents. This is one of the best call center software which can be deployed over both assisted and digital channels which include voice, live chat, chatbots, and app. Knowmax believes that 80% of businesses are planning to adopt AI chatbots as a customer support solution by 2020. Some of the key features in Knowmax are easy integration with CRMs, scalability as per business requirements, and improved contact resolution. Priced at $12.99, this cloud-based inbound call center software is best for small, medium, and large businesses.

4. Zendesk

Zendesk is one of the best call center software which provides a solution i.e. Zendesk Talk, which is also integrated into Zendesk. It comes with features like an inbound and outbound calling. Zendesk allows you to select the port from the existing number and a local and toll-free number is available for 40 countries. Functions like inbound MMS, SMS Notifications, Outbound SMS, Inbound SMS, etc. Some of the features included in this call center software are unlimited concurrent calls, voicemails support, creation of tickets with optional transcriptions, functionalities for warm transfer, call recording, and call control. It also offers features like IVR systems, call queues, group routing, round-robin routing, and call-back from a queue for routing and queuing calls. For monitoring and reporting, it provides real-time dashboards and advanced analytics. Coming with advanced features and functionalities, Zendesk Talk comes five pricing plans - Lite (Free), Team ($19/ agent per month), Professional ($49/ agent per month), Enterprise ($89/ agent per month), and Partner Edition ($9/ agent per month).

5. Ytel

Ytel is known for dealing with unorganized contact lists, scattered workflows, and high traffic and low conversion. It offers voice API for inbound calls, outbound calls, IVR, call recordings, conferencing, and transcription features. Deployed through the cloud and an open API, some of the features Ytel offers are agent scripting, DNC safeguard, skill-based routing, and time zone protection. Not the best but one of the best call center software, Ytel supports local numbers, toll-free vanity numbers, shortcodes, tracking numbers, and SMS enabled business lines. This call center software offers an API for voice and message programming. Features like outbound campaign builder, intelligent routing, and inbound lead conversion also make it reliable and seamless. Ytel is a great tech piece for small to large businesses and priced for the contact center where the agent license is for $99.

6. Freshcaller

Freshcaller by Freshdesk is a call center software having an automatic call recorder. This is one of the simplest call center software which can store the incoming and outgoing call conversations. Freshcaller supports both local and toll-free numbers for more than 50 countries. It comes with multi-level IVR and has features for better call monitoring, barging, and recording. Freshcaller's smart escalations features allow you to configure call routing and have features for call masking, call center metrics, call queue visibility, and agent status. Call monitoring features coming with Freshcaller will allow you to listen to live conversations and it will help you to test communication effectiveness. Freshcaller comes with four different pricing charts - Sprout (Free), Blossom ($19), Garden ($40/ agent per month), and Estate ($59/ agent per month) and is great for all kinds of business; whether small or large-scale business.

7. CrazyCall

Customized according to the customers' needs, CrazyCall is probably one of the best call center software in the marketplace right now. With high-tech features for call monitoring and recording, CrazyCall supports international numbers too. From call transfer, conference calls to auto dialer functionalities, CrazyCall is a fully-fledged software for small to large businesses including freelancers. It also provides automation techniques like power dialer for the outbound calls. Features like auto-scheduling and setting a time between the calls make it unique from other top inbound call software. For reporting purposes, this software provides a daily dashboard for live performance monitoring. It includes three pricing plans which include Starter ($11/ user per month), Team ($22/ user per month), and Professional ($45/ user per month). If you are looking for a trial, CrazyCall do provide 14-days trial.

8. RingCentral

RingCentral comes with three pricing plans - Basic, Advanced, and Ultimate and all plans include a quote. Even the basic plan has got standard IVR and ACD capabilities while its Advanced and Ultimate plan includes Advanced IVR & ACD capabilities. RingCentral packs more than 40 features including routing, integration, administration & management, workforce management, and optimization. RingCentral supports the Omnichannel contact center and provides real-time reports. Its routing features include ACD, IVR, skill-based routing, virtual hold, voicemail routing, omnichannel routing, outbound dialing, outbound campaign management, chat, and social media interactions. Administration and reporting features include call recording, pre-built reports, silent monitoring, barging, omnichannel analytics, and supervisor tools. Coming to workforce management and optimization, it packs features including speech and text analytics, performance management, coaching and learning tools, screen recording, and gasification. Some other advanced features include collaboration, PBX integration, and Shared directory which makes it best for small to large businesses.

9. Convoso

This browser-based call center software provides many features of calling, SMS, voice broadcasting, email, ringless voice mail, and conversational AI agent. Some of the advanced features in Convoso include customizable dashboards, dynamic scripting, multiple dealing modes, workflow dialing, etc. Thanks to its features, Convoso has made the list of best inbound call software of 2020. Convoso provides TCPA compliance tools and has features for local caller ID, reputation scoring, and two-way texting. Moreover, it packs facilities for power dialing, predictive dialing, and preview dialing too. Built for all kinds of business - from small to large - Convoso provides a quote for its pricing details and total price for the product is around $90/ user per month. You can subscribe us free of cost to updates on Intel Jobs by adding your email id.

10. 8*8 Virtual Call Centre

8*8 is a cloud-based contact center solution that is able to handle both inbound and outbound calls. 8*8 also offers a virtual contact center with enterprise contact center functionalities. 8*8  provides business phone systems and integrated phone, meetings, and team messaging platforms. For small businesses, ContactNow contact center is the built-in solution. It provides Omnichannel routing which includes features such as skill-based routing, IVR, queued callback, web callback, and inbound chat. Just like every other best inbound call software, this one can also be integrated with CRM and do provides historical plus real-time reports, customer experience analytics, and speech analytics. This cloud-based solution comes with many advanced features that you can opt-in from three pricing plans - Standard (free), Pro ($50/ user per month), and the Ultimate plan ($75/ user per month).