With Retell, weβve increased scheduling NPS by 38%, and filled underutilized provider capacity, allowing our team to focus on meaningful patient care instead of phone tag.
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Inbound Call Center Software That Resolves the Call
5.0
ON G2
The agent answers on your existing numbers, looks up an order, policy, or account mid-call, and closes routine requests on its own. Everything else reaches a person with the transcript and caller context attached. No new hardware, no rip and replace.
Trusted by over 4,000 businesses powering 100+ million calls per month.
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How It Works
Point a number at the agent and take live calls in days. Deep integrations and an enterprise security review usually run several weeks.
Build the agent
Describe the calls your team handles most: order status, appointment changes, billing questions, account lookups. Connect a knowledge base so the agent answers from your live help center and product docs instead of a static script, then wire read and write access to your CRM, ticketing, and scheduling systems so it can verify a caller and act mid-call.
Test against real scenarios
Replay real recordings and edge cases against the agent before a single customer reaches it. Throw frustrated callers, mid-sentence interruptions, accents, and background noise at it, then compare resolution and transfer rate against the current version. Publishing is a separate step, so a draft never answers a live caller until you promote it.
Deploy on your existing line
You do not have to rip out Five9, Genesys, Avaya, or Amazon Connect to put AI on the front line. The agent connects over SIP on your existing numbers and carrier, answers the queues you point at it, and warm transfers everything else with the transcript and caller identity attached. Start with overflow and after-hours, then widen its scope.
Monitor and improve
Every call gets transcribed, scored, and tagged by outcome the moment it ends. Watch first-call resolution, transfer rate, and per-turn latency in one dashboard, find the questions that still trigger a transfer, and close those gaps so performance climbs each week instead of drifting.
Use Cases
What inbound call center software handles on every line
Replace the phone tree with real intent
Press one for billing sends callers down the wrong branch and straight into a queue. The agent asks what they need in plain language, looks up the account, and routes on intent, skill, language, or account tier. First-transfer accuracy climbs and abandonment falls.
Resolve routine requests end to end
Order status, balances, refunds, and password resets tie up your best agents. The agent reads and writes to your order, billing, and ticketing systems during the call, then confirms the outcome out loud. Routine volume closes in the conversation instead of queuing.
Take intake and open the case file
Intake staff retype the same fields from a notepad, and half the records come back incomplete. The agent walks the required questions, validates each answer, reads it back, and writes a clean record into your case or EHR system. Staff pick up a finished file.
Book and reschedule on the call
Scheduling calls bounce between the front desk, voicemail, and a callback that never comes. The agent checks live availability, books or moves the slot, and writes it back to the calendar during the call. Callers leave with a confirmed time, not a promise.
Qualify inbound leads and transfer warm
Callers reach a form, a voicemail, or a rep who asks the same five questions again. The agent answers on the first ring, asks your qualifying questions, checks the CRM, and connects a good lead to a person with the answers already on screen. Nobody repeats themselves.
Cover after-hours, overflow, and peaks
Calls after close reach an answering service that pages the wrong person, and spikes push everyone into hold music. The agent picks up at the same quality at 2am and during a surge, then escalates by your on-call rules. No queue, no missed call, no pager roulette.
Feature
Why inbound teams choose Retell AI over legacy IVR
Resolves calls, not tickets
The agent finishes routine requests end to end, the way a strong AI customer support setup should work. Medical Data Systems handles 100% of inbound calls this way, with only a 30% transfer rate to humans. Results vary by setup and call type.
Understands intent, skips the menu
Callers say what they need in plain language instead of pressing numbers. The agent reads intent and routes the call, replacing rigid touch-tone trees with a conversation.
Answers in under a second
An AI voice agent picks up in about 600ms with natural turn-taking, so callers start talking immediately instead of waiting through hold music.
Holds up under peak volume
The platform powers 100M+ calls a month and ships with 20 free concurrent calls, so it absorbs the surge during peak hours and seasonal spikes instead of forcing you to staff for it.
Tracks resolution on every call
Every call is transcribed, scored, and tagged by outcome the moment it ends. Watch first-call resolution, transfer rate, and abandonment in one dashboard, then use post call analysis to find the questions that still trigger transfers and close those gaps.
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Pricing
Cut Costs by 90% with AI phone Agents
Pay as you go
$0 to start.
$0.07β$0.31 per minute β Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Enterprise Plan
For companies with large volumes, data or deployment requirements, or support needs.
White glove service for your use case.
Premium support with dedicated solution engineer teams.
Custom pricing and concurrent calls based on your needs
FAQ
Frequently asked questions.
What is inbound call center software, and what does AI change?
Inbound call center software receives, routes, and resolves calls customers place to you. Traditional systems bundle an ACD, an IVR menu, and call recording. AI adds a voice agent that answers directly, reads intent, and either finishes the request or routes it.
What is the difference between an inbound and an outbound call center?
Inbound handles calls customers place to you: support, billing, scheduling, and account questions. Outbound places calls for sales, collections, and follow-up. Inbound tools focus on routing and resolution. Many teams run both from one platform.
What does an AI inbound agent cost per minute at real volume?
List price runs $0.07 to $0.31 per minute of talk time with no seat licence. Where you land inside that range depends on the voice, the model, and prompt size, and most production inbound agents settle in the middle of it. See pricing for the current breakdown.
How many inbound calls can the agent take at the same time?
Every account starts with 20 free concurrent calls, and enterprise plans raise that cap to whatever your peak needs. Size the cap above your busiest 15 minutes, not your average, because calls above the limit queue at the carrier rather than reaching the agent.
What happens when the agent cannot resolve the call?
It escalates. The agent recognizes an out-of-scope request, an account flag, or a caller asking for a person, then warm transfers with the transcript and caller identity attached. If no one is free, it books a callback or takes a message. Nothing drops silently.
Do we have to replace our current contact center platform?
No. The agent sits in front of your existing stack over SIP, so your numbers, carrier, ACD, and queues stay in place. Most teams start it on overflow and after-hours traffic, then widen scope. There is no migration project before you take the first call.
Which languages and accents does the agent handle on inbound calls?
Retell supports 55 languages across 63 locale variants, and all of them are deployable today. One agent will not cover all 55 at once, because a multilingual agent needs a single voice and speech provider that covers your whole set. See multilingual voice agents.
Where does our call data live, and who can see it?
Call data runs on SOC 2 Type II certified infrastructure with role-based access and configurable retention. Regulated teams sign a BAA or DPA from the dashboard. Raise residency early if your rollout is bound to a region, since hosting location gets scoped per contract.
How do we test a change before it reaches live callers?
Run the new agent version against a saved set of real call recordings and edge cases, then compare resolution and transfer rate against the current version. Publishing is a separate step, so a draft never answers a real caller until you promote it.
How long does it take to go live on our main line?
A self-serve agent takes calls the same week. Plan longer for the parts outside the agent: identity verification, number purchase or porting, and SMS registration each add days. Integration-heavy builds with a security review usually take several weeks.
