Categories   >   IVR Systems
Last Reviewed: November 18th, 2024

Best IVR Systems Of 2024

What are IVR Systems?

Interactive Voice Response (IVR) Systems automate customer interactions over the phone, presenting an extra pair of hands in customer service situations. They solve the ubiquitous challenge of managing high call volume and provide 24/7 customer support without escalating operation costs. Core features include voice recognition, multi-level menus, and call routing. Emerging trends in this space is the integration of AI technology powering smarter, more intuitive responses. Industries with a high customer interaction rate, such as e-commerce, banking, and healthcare, can significantly benefit from IVR systems. However, the potential for misunderstanding instructions or frustrating clients with automated responses might act as limitations. In a nutshell, IVR systems harmonize efficiency and cost-effectiveness in customer service operations. Its primary value proposition lies in its ability to manage high call volumes, provide round-the-clock support, and ensure quick resolution of customer queries, ultimately improving customer satisfaction.

What Are The Key Benefits of IVR Systems?

  • 24/7 Customer Support
  • Improved Customer Satisfaction
  • Efficient Call Management
  • Reduced Operation Costs
  • Enhanced Service Productivity
  • Swift Query Resolution
  • Personalized Customer Interactions
  • Reliable Information Gathering
  • Higher First Contact Resolution
  • Increased Business Scalability
Read more

Overall

Based on the latest available data collected by SelectHub for 35 solutions, we determined the following solutions are the best IVR Systems overall:

Nextiva
Nextiva
Start Price
$20
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Nextiva

Nextiva is a cloud-based platform that helps businesses communicate better with their clients. It offers SMS, chat, voice, video and surveys. The platform allows companies to provide improved customer service experiences. Users unanimously appreciate its usability. The customer support team is forthcoming and helpful according to most. Internet dependability is a major drawback witnessed by users. A huge chunk of users also complain about wait times. In short, organizations of any size looking for software that provides excellent phone services and affordable prices can give this a try.

Pros & Cons

  • Customer Support: Extremely helpful, friendly and knowledgeable customer representatives, according to 91% of users.
  • Cost: According to 90% of users who reviewed this pro, the software is affordable considering the services it offers.
  • Usability: 100% of users who mentioned the functionality said it’s easy to use.
  • Mobile App: Encounters technical glitches, according to 100% of users who reviewed the mobile app in particular.
  • Wait Times: According to 67% of users who reviewed this aspect, hold times are longer than usual.
  • Internet Dependability: 100% of users who mentioned this said the software heavily relies on high-speed internet connection.

Key Features

  • Mobile App: Connect with customers on the go. Stay in touch with customers, partners, employees and others, regardless of geographical locations. 
  • Web Conferencing: Enhance meetings by using unique and advanced tools. Access unlimited web conferencing to increase productivity and give prompt answers to customers. 
  • Team Chat: Send secure messages over a shared platform. Enable instant messaging, screen sharing, message history, video calls and more. Access it via iOS, Windows, macOS and Android platforms and allow up to 30 participants. 
  • Number Porting: Take your existing phone number and transfer it from the current carrier. Keep the existing number to ensure customers can connect without any hassle. 
  • Extension Dialing Number Change: Control and customize the extension numbering scheme for each location. Enable extensions from two to five digits. Decrease hold time for customers by allowing them to contact employees directly. 
  • Auto Attendant: Ensure customers don’t waste time. Play an instant automated greeting for customers to choose and connect with the correct department or individual. 
  • Advanced Call Routing: Determine the number of calls handled. Use a welcome message that lists extensions to ensure they speak with the appropriate individual. 
  • Call Analytics: Analyze historical data, ensuring informed and objective business decisions. Make predictions regarding future business opportunities and genuine connections with customers. 
  • Call Screening: Quickly identify spam and don’t waste time answering unwanted calls. Filter incoming calls by matching them to predetermined criteria. Use anonymous call rejection, private call rejection or number blocking to avoid spam callers. 
  • Call Recording and Rating: Access recordings directly from the reports. Listen, rate and share call recordings with team members. Create reports that organize and analyze company calls. 
  • Call Park: Place the call on hold or park it to continue conversing with a customer on a different telephone rather than disconnecting the call. 
  • Conference Bridge: Add a group of people to add to the phone call to facilitate collaboration. Listen to instructions and express options. 
  • Three-Way Calling: Increase productivity by taking two separate calls and turning them into one. Increase collaboration and efficiency, resulting in faster customer service. 
  • Conversational AI: Allow callers to describe the reason for calling in a preferred language rather than listening to a menu. 
  • SIP Trunking: Establish, modify and terminate multimedia sessions. Control voice, video and messaging applications required to converse with customers. 
  • Priority Alert: Make the phone ring differently based on particular contact and call information. Enable each priority alert to have a list of up to 12 numbers, a specific schedule and a holiday. 
  • Enhanced Voicemail Options: Add a personal touch to the customer service experience with a voicemail greeting. Send voicemails to another extension’s mailbox, enabling easy sharing of the voicemail with team members. Receive voicemail directly through email and access them whenever required. Read them in a text format instead of listening to the audio repeatedly by receiving it directly on the mobile phone. 
  • Live Chat: Offer customers the live chat option to connect with real human beings instead of bots. Enable instant responses to customer queries, reducing the time spent waiting endlessly for appropriate answers during chats. 
  • Unlimited Chat History: View customer conversations starting from their onboarding date. Ensure customers do not waste time by repeating information and become a part of their support team. 
  • Internal Chat: Allow employees to chat with one another using the same internal messaging tool. Communicate and collaborate with multiple team members without any hassle. 
  • Internal Wiki: Use help desk software to provide employees with the required information to respond promptly to customer queries. Enable employees to assist an increased number of customers while saving time and maintaining consistency. 
  • Faster Customer Assistance: Convert the chat into a case for a more extensive conversation. Activate chat/voice/email options in one place, allowing for better customer assistance. 
Five9
Five9
Start Price
$100
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Five9

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

Pros & Cons

  • Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.
  • Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.
  • Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.
  • Customer Support: According to 75% of customers, the solution offers proactive customer service.
  • User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.
  • Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.
  • Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.
  • Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.
  • Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.

Key Features

  • Core Cloud: 
    • Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA). 
    • Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs. 
    • Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed. 
    • Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.  
    • CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions. 
    • UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges. 
    • APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access. 
  • AI and Automation: 
    • Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly. 
    • Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster. 
    • Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times. 
    • Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows. 
    • Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals. 
  • Employee Engagement: 
    • Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management. 
    • Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location. 
    • Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration. 
    • Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them. 
    • Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
  • Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly. 
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
Avaya
Avaya
Start Price
$30
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Avaya

Avaya's Call Center software has received mixed reviews from users in the past year. Some users praise its robust feature set, including its omnichannel capabilities, customizable dashboards, and advanced reporting tools. These features allow businesses to manage customer interactions across multiple channels, track key metrics, and identify areas for improvement. Additionally, Avaya's integration with other business applications, such as CRM and ERP systems, is seen as a major strength, enabling seamless data sharing and streamlined workflows.

However, some users have expressed concerns about the software's complexity and cost. Avaya's feature-rich nature can make it challenging for some businesses to implement and manage effectively, especially for those with limited IT resources. Additionally, the software's pricing can be a barrier for some organizations, particularly small businesses with tight budgets. In comparison to similar products, Avaya's Call Center software is generally considered to be more comprehensive and feature-rich, but also more expensive and complex. Its strengths lie in its omnichannel capabilities, customization options, and integration with other business applications. However, businesses should carefully consider their needs and resources before investing in Avaya's software.

Overall, Avaya's Call Center software is best suited for large enterprises with complex customer service requirements and the resources to implement and manage a feature-rich solution. Its omnichannel capabilities, advanced reporting tools, and integration options make it a powerful tool for managing customer interactions and improving customer satisfaction.

Pros & Cons

  • Seamless Integration: Avaya's solutions effortlessly integrate with existing systems, streamlining call center operations and enhancing efficiency.
  • Robust Reporting: Comprehensive reporting capabilities provide valuable insights into call center performance, enabling data-driven decision-making.
  • Advanced Call Routing: Intelligent call routing optimizes agent utilization, ensuring calls are directed to the most qualified agents for faster resolution.
  • Omnichannel Support: Avaya's solutions support multiple communication channels, allowing customers to connect with agents through their preferred method.
  • Scalability and Flexibility: Avaya's solutions are designed to scale with growing business needs, providing flexibility to adapt to changing requirements.
  • High Cost: Avaya's solutions can be expensive compared to competitors, making it difficult for businesses to justify the investment.
  • Complex Interface: Some users find Avaya's interface to be complex and difficult to navigate, leading to frustration and reduced efficiency.
  • Limited Integration Options: Avaya's solutions may not integrate seamlessly with other business applications, creating challenges for businesses that rely on a connected ecosystem.
  • Frequent Outages: Users have reported experiencing frequent outages and downtime with Avaya's systems, impacting business operations and customer satisfaction.
  • Poor Customer Support: Some users have expressed dissatisfaction with Avaya's customer support, citing slow response times and a lack of technical expertise.

Key Features

  • Workforce Engagement: Boost employee engagement with game mechanics and keep a close eye on an agent’s application usage, off-phone activities, schedule adherence and processes. 
  • Team Management: Automate quality management via scoring evaluations and coaching. Seek assistance from subject matter experts when required. Streamline and track the progress and processes of the team. Simplify staff scheduling and forecasting. Provide access to call recordings, skills routing, live monitoring, analytics and coaching to agents to boost productivity and improve workflows.  
  • Contact Tracing: Get access to AI and automation tools to deliver some of the deepest and fastest solutions for contact information, identification and communications.
    • Chat Bot: Employ virtual agents to connect with customers through an easy transfer to live customer support when needed.  
    • Automation: Enable automatic notifications, alerts, text interactions, auto-forms, voice calls and emails to reach out to customers and engage in long-term communication. 
Tenfold
Tenfold
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Tenfold

Dialing up the excitement, let's explore what users have to say about Tenfold: While Tenfold generally receives positive feedback, there are some areas where it falls short. Users appreciate its ability to integrate with various CRMs and its click-to-dial functionality, which streamlines workflows and boosts productivity. The software's comprehensive call logging and recording features also provide valuable insights for performance analysis and training purposes. However, some users find the interface clunky and overwhelming, especially for those new to call center software. Additionally, occasional glitches and syncing issues can disrupt operations and cause frustration.

What sets Tenfold apart is its focus on integrating communication channels and providing a unified view of customer interactions. This is crucial for businesses that want to deliver a seamless customer experience across multiple touchpoints. However, Tenfold may not be the best fit for small businesses with basic call center needs due to its complexity and cost. It's better suited for larger organizations with high call volumes and a need for advanced features like call routing, analytics, and CRM integration. For these businesses, Tenfold can be a game-changer, providing the tools and insights needed to optimize call center operations and enhance customer satisfaction. Keep in mind that software is constantly evolving, so it's always a good idea to check for the latest updates and user reviews to make an informed decision.

Pros & Cons

  • Reduced Agent Effort: Tenfold streamlines workflows by automating tasks like call logging and data entry, freeing agents to focus on customer interactions.
  • Improved Customer Experience: Tenfold provides agents with a unified view of customer data, enabling personalized and efficient service that enhances customer satisfaction.
  • Enhanced Visibility and Reporting: Tenfold offers comprehensive reporting and analytics tools, empowering businesses to gain insights into call center performance and make data-driven decisions.
  • Increased Productivity: By automating tasks and providing easy access to information, Tenfold helps agents handle more calls and resolve issues faster, boosting overall productivity.
  • Clunky User Interface: The user interface can feel outdated and cumbersome, leading to a steep learning curve for new users and decreased efficiency for experienced agents.
  • Limited Customization: Tenfold may not offer the level of customization needed for complex call center workflows, potentially hindering integration with existing systems or processes.
  • Reporting Challenges: Generating customized reports or accessing specific data points can be difficult, limiting the ability to analyze call center performance and identify areas for improvement.
  • Mobile App Limitations: The mobile app may lack essential features or functionality compared to the desktop version, hindering remote work or on-the-go access for supervisors and agents.

Key Features

  • Click-to-Dial: Transform phone numbers into clickable links to simplify the calling process and reduce manual dialing.
  • Floating UI: Make inbound or outbound calls more efficient. Use an intelligent assistant that pulls up relevant existing customer records and action items as screen pop-ups during calls. Streamline workflows with an embedded UI for the team’s CRM, a Chrome extension and a desktop app. 
  • Call Notes: Save time and ensure smoother workflows by taking notes, logging next steps and creating tasks. Seamlessly and automatically syncs all information back to the CRM. 
  • Natural Language Processing: Create tasks through NLP leveraging machine learning to read and understand agent notes, turning key phrases like “follow up tomorrow” into calendar entries accordingly. 
  • @Mention: Enable easier collaboration for service, sales and support teams. With a simple @mention, notify teammates about call updates and assign pending actions to address immediately.  
  • Automated Call Logging: Eliminate manual tasks such as entering call updates and updating members across departments. Keep call logs, including the unmatched ones, and associate them with leads, accounts or contacts. 
  • Info Tab: Confirm customer information such as email addresses, phone numbers and mailing addresses while on calls. Maintain long-term communications with customers through continuous follow-ups, reminders and engaging conversations.  
  • Dispositions: Assign customizable call outcomes and critical attributes to all calls without navigating through the CRM. Mark leads as “hot” or “qualified” to establish priority. Configure to set customer communication preferences. 
  • Integrations: Integrate with native CRM tools such as Salesforce or SugarCRM to sync data and call logs. Empower agents with comprehensive information to drive better customer interactions. Integrate with video conferencing platforms like Cisco, Skype and RingCentral; share screens or chat via video during online meetings with customers or clients.  
  • Local Caller ID: Boost the chances of call receipts by emulating local area codes based on prospect locations. 
  • Agent Goals: Admins can set outbound and inbound call durations and volume targets, check updated performance records and analyze team productivity within seconds through a dashboard.  
  • Analytics: Recognize the top performers through a leaderboard and motivate them to perform well. Monitor team performance at a glance through the Analytics Dashboard. Visualize metrics through call graphs, tables for individual team members and interactive stats.
TalkDesk
TalkDesk
Start Price
$85
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked TalkDesk

 TalkDesk generally receives positive feedback, with many users highlighting its user-friendly interface and robust features as major strengths. The platform's ease of use makes it simple for agents to navigate and manage calls efficiently, while its extensive functionality caters to diverse business needs. TalkDesk's reporting and analytics capabilities are also highly praised, providing valuable insights into call center performance and customer interactions. However, some users mention occasional glitches and technical issues, emphasizing the importance of ongoing maintenance and support. Compared to competitors like Five9 and Genesys, TalkDesk stands out for its cloud-based nature, scalability, and competitive pricing, making it an attractive option for businesses of all sizes. Its flexibility allows for easy integration with other business tools, further enhancing its value proposition. TalkDesk is particularly well-suited for businesses seeking a reliable, feature-rich, and scalable call center solution that prioritizes user experience and data-driven insights. Its cloud-based architecture ensures accessibility and adaptability, while its comprehensive features empower businesses to optimize customer interactions and enhance overall efficiency.

Pros & Cons

  • Integrations: Talkdesk integrates with popular CRMs and helpdesk platforms, which allows for a more streamlined workflow and improved agent productivity.
  • Customization: The platform is highly customizable, allowing businesses to tailor it to their specific needs. This includes the ability to create custom reports, dashboards, and workflows.
  • Scalability: Talkdesk is a cloud-based platform, which means it can easily scale to meet the needs of growing businesses. This is a major advantage over on-premises call center solutions, which can be difficult and expensive to scale.
  • Ease of Use: The platform is designed to be user-friendly, even for those with no prior experience with call center software. This makes it easy for businesses to get up and running quickly.
  • Reporting and Analytics: Talkdesk provides a wide range of reporting and analytics tools, which give businesses insights into their call center performance. This information can be used to improve agent productivity, customer satisfaction, and overall call center efficiency.
  • Reporting Issues: Some users have expressed frustration with Talkdesk's reporting capabilities, finding the platform's reports to be cumbersome and lacking in customization options. Generating specific reports or accessing granular data can be challenging, hindering effective performance analysis and decision-making.
  • Integrations: Integrating Talkdesk with other business tools and systems can be complex and require significant technical expertise. Users have reported difficulties with setting up and maintaining integrations, leading to inefficiencies and data silos.
  • User Interface: The user interface of Talkdesk has been described as clunky and outdated by some users. Navigating the platform and accessing features can be unintuitive, impacting agent productivity and overall user experience.
  • Customer Support: While Talkdesk offers customer support, some users have reported challenges in receiving timely and effective assistance. Long wait times and difficulties in reaching knowledgeable support representatives have been cited as concerns.

Key Features

  • CX Cloud And Enterprise Cloud:  
    • CX Strategy and Services: Build a business case for modernizing customer experience through implementation methodology and training, adoption and support services. 
    • Employee Engagement: Elevate workforce engagement strategy with an integrated user experience for managing, training, coaching and empowering agents. 
    • Employee Collaboration: Deliver a world-class customer service by integrating all communications solutions, orchestrating talents and expertise across the company. 
    • Customer Engagement: Provide a seamless experience across phone and digital channels, so customers don’t have to repeat information. 
    • Knowledge Management: Grow, format, refine and orchestrate information in tools such as agent assist and a self-service portal. Use cognitive search to enhance users’ search queries and dig relevant information from diverse and multiple data sets to help agents resolve issues faster. 
    • Workforce Management: Combine powerful automation and AI with an intuitive user experience to optimize scheduling and staffing decisions, deliver better agent experience and reduce administrative effort. 
  • Workforce Engagement:  
    • Interaction Recording: Get a complete view of every customer touchpoint with synchronized screen and voice recording, time-stamped annotation and responsive waveform playback. 
    • Conversations Mobile App: Engage with customers anywhere, any time, and deliver excellent support on the go. 
  • Omnichannel Engagement: Talk with prospects on any channel, personalize each interaction, carry conversations from one channel to another, keeping the context across every channel. Take advantage of capabilities including voice engagement, outbound engagement, digital engagement, orchestration & routing, agent workspaces and mobile apps, omnichannel feedback and agent assistance. 
  • Work-From-Home Enabled: Take control of a hybrid and remote workforce and mitigate the risk of a distributed workforce, including negligence, insider threats and system performance issues with Guardian. Always have a birds-eye view of the quality of the agent's connection, who is logged in and an entire history of all communication activity. 
  • Flexible Deployment Options: Offer flexible deployment options via microservices-based and cloud-native architecture. Store critical data anywhere, leverage private cloud storage and maximize telephony investments. 
  • Customer Experience Analytics:  
    • Interaction Analytics and Sentiments: Empower teams to support customers better by surfacing key conversation moments, sentiment, topics and discerning customer intent. 
    • Real-Time Sensors and Automation: Proactively identify client’s issues anytime and address sensitive or negative situations before they escalate. 
    • Survey and Feedback Analytics: Go from real-time feedback to resolution quickly with fast and simple surveys. 
    • Data APIs: Improve customer satisfaction rates by integrating historical and real-time call center metrics into CRM, BI systems, case management and more. 
CXone
CXone
Start Price
$100
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked CXone

CXone is a popular customer experience software that has received positive user reviews over the past year. Users appreciate its ease of use, comprehensive features, and ability to integrate with other business systems. CXone's strengths include its intuitive interface, which makes it easy for users to navigate and find the information they need. It also offers a wide range of features, including customer relationship management (CRM), marketing automation, and analytics, which allows businesses to manage all aspects of their customer interactions in one place. Additionally, CXone's open API allows it to be easily integrated with other business systems, such as ERP and CRM systems, which can help businesses streamline their operations.

While CXone is a strong product, it does have some weaknesses. Some users have reported that it can be expensive, especially for small businesses. Additionally, CXone's reporting capabilities are not as robust as some other products on the market. However, CXone's strengths outweigh its weaknesses, and it is a good choice for businesses that are looking for a comprehensive customer experience solution.

CXone is most suited for businesses that are looking for a comprehensive customer experience solution that is easy to use, feature-rich, and can be integrated with other business systems. CXone is a good choice for businesses of all sizes, but it is particularly well-suited for small businesses that do not have the resources to invest in a more expensive solution.

Pros & Cons

  • Seamless Omnichannel Experience: CXone unifies customer interactions across multiple channels, providing a consistent and personalized experience.
  • Robust Analytics and Reporting: CXone offers comprehensive analytics and reporting capabilities, enabling businesses to track key metrics and identify areas for improvement.
  • AI-Powered Automation: CXone leverages AI to automate repetitive tasks, freeing up agents to focus on more complex customer interactions.
  • Easy-to-Use Interface: CXone's intuitive interface makes it easy for agents to navigate and manage customer interactions efficiently.
  • Exceptional Customer Support: CXone provides dedicated customer support, ensuring businesses receive prompt assistance and guidance when needed.
  • Limited Customization: Users have reported that CXone's customization options are somewhat limited, making it difficult to tailor the platform to their specific business needs.
  • Steep Learning Curve: Some users have found CXone's interface to be complex and challenging to navigate, requiring a significant investment of time and effort to become proficient.
  • Integration Challenges: Users have encountered difficulties integrating CXone with their existing systems, leading to data silos and inefficiencies.
  • Pricing Concerns: CXone's pricing structure has been criticized for being complex and lacking transparency, making it difficult for users to accurately estimate their costs.
  • Limited Reporting Capabilities: Users have expressed dissatisfaction with CXone's reporting capabilities, citing a lack of flexibility and customization options.

Key Features

  • Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
  • Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
  • Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
  • Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
  • Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
  • Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
  • Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
  • Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
  • FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
  • UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
  • CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
  • Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
  • Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
  • Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
  • Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.
Aircall
Aircall
Start Price
$1,080
Annually
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Aircall

Aircall is a cloud-based call center and phone system that's a great fit for businesses of all sizes, but it really shines for small businesses and startups. It's known for being super easy to use and having a price tag that won't break the bank. Aircall comes packed with features like Interactive Voice Response (IVR) and automated call routing, which basically means you can set things up so your customers get to the right person or department without any hassle. Plus, the audio quality is top-notch, so you can ditch those frustrating dropped calls and muffled conversations. Aircall also plays nice with other popular platforms like CRM and helpdesk software, making it a breeze to integrate into your existing workflow.

Now, no software is perfect, and Aircall does have a few drawbacks. Some users have mentioned that it's missing a couple of bells and whistles, like call recording. And while Aircall is generally affordable, the cost can add up if your business makes a ton of calls or needs a bunch of fancy features. But overall, Aircall is a solid choice if you're looking for a reliable and user-friendly phone system that won't cost you an arm and a leg. It's perfect for businesses that want to up their customer service game and streamline their operations without getting bogged down in complicated tech stuff. So, if you're ready to take your business calls to new heights, give Aircall a try!

Pros & Cons

  • Simple Setup: Users find the setup process to be straightforward and intuitive, allowing them to get started quickly without extensive technical knowledge.
  • Integrations: The platform offers a wide range of integrations with popular CRM and helpdesk tools, enabling seamless data synchronization and workflow automation.
  • Call Routing: Aircall provides advanced call routing features, allowing businesses to efficiently direct calls to the right agents or departments based on predefined rules and criteria.
  • Analytics and Reporting: The platform offers comprehensive analytics and reporting tools, providing insights into call volume, agent performance, and other key metrics to help businesses make data-driven decisions.
  • Call Quality Issues: Several users have reported experiencing dropped calls, poor audio quality, and latency issues, particularly when using the mobile app or during international calls.
  • Limited Integrations: While Aircall offers integrations with popular CRM and helpdesk platforms, some users find the selection to be limited compared to competitors, especially for industry-specific software.
  • Pricing Structure: Aircall's pricing can be complex and expensive, especially for larger teams or businesses with high call volumes. The per-user pricing model may not be suitable for all organizations.

Key Features

  • Power Dialer: Allow sales representatives to dial quickly and reduce manual entries into the CRM. Automatically identify numbers on a prospect’s website and instantly add them to the calling queue. Enable Salesforce or the CRM to send out data, providing context for calls. 
  • Interactive Voice Response: Categorize callers according to their requirements and route them automatically to the resource needed. Improve user experiences with an automated IVR menu. Choose from available waiting music or upload audio files. Customize call settings for ring groups. 
  • Call Routing: Direct calls to agents automatically and set a customized routing sequence. Stop other ringing lines once agents answer calls. 
  • Call Center Analytics: Monitor performance of individual employees and teams. Access call metrics directly from the dashboard to meet required KPIs. Get valuable insights regarding average call durations, missed calls and wait time. 
  • Computer Telephony Integration: View essential customer information and call context during live conversations. Manage everything in a centralized place to enable better team monitoring and improved productivity. Access everything in a straightforward interface. 
  • Click to Dial: Make calls to any number while using the app. Reduce time wasted on switching screens to dial phone numbers. 
  • Warm Transfer: Enable agents to quickly brief other colleagues before forwarding calls over to them. Ensure a smooth transition for customers. Provide context to team members, maintain continuity and allow the right agent to answer questions. 
  • Call Commenting and Assignment: Attach notes and comments to calls, making them accessible for the entire team. Assign follow-up tasks when any client doubts go unresolved. 
  • Call Recording: Automatically activate recording every time someone takes a call. Customize recording settings. Access and recheck conversation histories. 
  • Business Hours: Decide when numbers are open to receive calls. Customize calendar settings. Set business hours for all numbers, ensuring agents can receive calls from respondents. 
  • Ring Groups: Classify individuals based on location, skills or other aspects. Monitor overall group performance and analyze essential employee data. 
  • Call Queuing: Keep a caller on hold until an agent can respond. Use custom hold music or messages to improve the user experience. Callers can request a callback, ensuring a reduced call abandonment rate. 
  • Live Feed: Make informed decisions by obtaining a general perspective of team activities. Gain complete visibility into overall situations and get clarity about what needs improvement. 
  • Call Tags: Use custom labels to classify calls for improved organization. Automatically sync tags to integrated apps. 
PhoneBurner
PhoneBurner
Start Price
$149
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked PhoneBurner

PhoneBurner is an easy-to-use customer support software that encourages smooth workflows across departments. Many users appreciate its help desk service. The product relies on automation, allowing agents to speed up work and become more productive and efficient. While most of the users love its remote access functionalities, some are hesitant to buy it because of the lack of workflow-enhancing features such as Text-to-Speech, Queue Management and more. Although some customers aren’t satisfied with the user interface and integration capabilities but Phone Burner works well for small- and medium-sized businesses."

Pros & Cons

  • Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.
  • Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.
  • Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.
  • Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.
  • Setup Needs: Getting started requires setting up computers, software and networks.
  • Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.

Key Features

  • Power Dialer: Connect your phone or VOIP to the platform to streamline tasks like emails and voicemails. Reach up to 80 contacts an hour with flexible dialing modes.
  • Smart Search: Filter and save your searches, and keep them updated as your needs change.
  • Remote Dialing: Call prospects from anywhere using a local area code. Connect faster with call logging, one-click voicemails and automated follow-ups. Manage remote teams, simplify onboarding and coordinate from a central dashboard.
  • Virtual Phone Service: Get local, cloud-based numbers with features to improve outreach and simplify incoming calls. Forward calls, answer them online and quickly return missed calls.
  • CRM: Organize your campaigns and contacts with automatic storage for call history, texts, documents and recordings. Send personalized messages instantly with templates.
    • Smart Email Tracking: Track email opens, clicks and document views to time your follow-ups perfectly. Enjoy reliable connections and minimal downtime.
    • Lead Filtering: Find the right contacts by searching based on call results, tags, location and custom fields. Create saved searches that automatically update your call list with the best leads.
    • Lead Distribution: Make sure the right reps get the right leads with customizable rules. Improve team collaboration, get more opportunities and close more deals. Create shared lead pools and reward your top performers.
    • Performance Tracking: See your team's progress and productivity with real-time leaderboards and analytics.
    • Integrations: Connect with your existing CRM tools, including Salesforce, HubSpot and Zoho, as well as over 100 other applications.
  • Local ID: Display a local number that matches your customers' locations to increase connections by up to 56%.
  • Workflow Automation: Streamline your work with pre-recorded voicemails and automatic next-call dialing. Send personalized emails based on conversations and distribute leads efficiently. Leave notes, set statuses and organize your prospects.
  • Reporting: Generate and analyze reports to understand rep performance, monitor activities and measure team success. Make informed decisions with call tracking, leaderboards and recordings.
  • Text Messaging: Send texts right from the dialer after calls or emails. View conversations, get real-time alerts and access messages in an organized inbox.
Qualfon
Qualfon
Company Size
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Deployment
Cloud On-Premise
Platform
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Key Features

  • Multi-channel Customer Support: Connect with customers through email, live chat, SMS, social media, direct mail, phone calls and more. Resolve customer issues through the communication channels of their choice. Create targeted campaigns to reach out to customers through the channels they’re most likely to use.
  • Social Media Monitoring: Monitor social media channels for posts by customers seeking help. Engage with customers on social media and offer issue resolution services through public social channels.
  • Lead Generation Solutions: Predictive analytics show the leads that are most likely to convert. Lead nurturing and drip campaigns help maximize lead conversion.
  • Campaign Management: Manage multi-channel marketing campaigns from a single platform. Consolidate data from multiple sources for better business insights. Generate leads through both digital and traditional offline channels including mail, SMS, email, social media and more.
  • Market Segmentation and Insights: Create intelligent market segments based on customer demographics and target each segment strategically. Customer data helps generate useful insights and target high-quality leads, like new parents and new homeowners.
  • Personalized Customer Support: Advanced big data tools gather relevant customer information and deploy it strategically. Keeping records of customer purchase history, previous conversations and surveys helps provide personalized customer service. Up-sell and cross-sell products based on purchase trends.

COMPARE THE BEST IVR Systems

Select up to 2 Products from the list below to compare

 
Product
Score
i
SelectHub’s Analyst Rating is based on data from our 400+ point analysis of IVR Systems, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Nextiva
$20
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Nextiva
Five9
$100
Per User, Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Five9
Bitrix24
$39
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
Avaya
$30
Per User, Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Avaya
Tenfold
Undisclosed
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Tenfold
TalkDesk
$85
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
TalkDesk
CXone
$100
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
CXone
Aircall
$1,080
Annually
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Aircall
PhoneBurner
$149
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
PhoneBurner
Qualfon
Still gathering data
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Qualfon

All IVR Systems (35 found)

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UJET

by UJET
UJET
UJET is a cloud-based software designed to streamline customer service operations, making it an ideal solution for businesses looking to enhance their call center capabilities. It is particularly suited for organizations that prioritize customer satisfaction and efficiency, as it offers a suite of tools aimed at improving the quality and responsiveness of customer support. Among its key benefits are the ability to integrate with existing business systems, providing a seamless experience for both agents and customers, and its scalability, which allows businesses of all sizes to tailor the service to their needs. UJET's popular features include real-time interactions, intelligent routing, and comprehensive analytics, which help in making informed decisions and improving service quality. When compared to similar products, users often highlight UJET's user-friendly interface and the effectiveness of its customer support features. Pricing considerations vary, typically based on the volume of interactions and the specific features required, with payment options usually structured on a subscription basis.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
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VICIdial

by VICIdial
VICIdial
VICIdial is an open-source contact center solution designed to efficiently manage inbound and outbound calls. It’s well-suited for businesses of all sizes that need to handle high volumes of customer interactions. The software offers features such as automatic call distribution, predictive dialing and real-time monitoring, and helps enhance productivity and streamline operations.Users appreciate its suite of business-specific features, cost-effectiveness and the ability to customize reports and dashboards. Contact the vendor for information on pricing.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
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Intradiem

by Intradiem
Intradiem
Intradiem helps customer service teams automate and streamline their daily operations based on real-time data and service requirements. Users can leverage AI-powered technology to process large volumes of data and take instant actions according to defined rules. Along with better employee engagement, it improves productivity and efficiency, leading to quality customer experiences. Its main attributes include staffing, call handling, analytics, process automation and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
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Zingtree

by Zingtree
Zingtree
Zingtree is suitable for a wide variety of organizations and departments. Users can create interactive decision trees to assist agents through repetitive customer interactions. Other attributes include customized agent scripting, tracking and analysis of customers who use support, interactive troubleshooters and actionable click-through insights.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
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AVOXI

by AVOXI
AVOXI
Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
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Cisco Contact Center

by Cisco Systems, Inc.
Cisco Contact Center
Cisco offers a vast portfolio of products, including calling, contact center, team collaboration, meetings and devices. It delivers call treatment, omnichannel contact management, contact routing and network-to-desktop CTI over an IP infrastructure. Its flexible cloud architecture offers integration and customization along with user experience management.It gets praise for its varied features and intelligent analytics geared towards improving productivity and customer satisfaction. However, users report that some tools are complex to use. For information about pricing, contact the sales team.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Platform
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Bright Pattern

by Bright Pattern
Bright Pattern
Bright Pattern is a cloud-based call center software designed to enhance customer interactions. It's ideal for businesses seeking a comprehensive solution to manage inbound and outbound calls, emails, chats, and social media inquiries. Bright Pattern offers a range of benefits, including improved agent productivity, increased customer satisfaction, and reduced operational costs. Key features include omnichannel routing, real-time analytics, customizable dashboards, and advanced reporting capabilities. It integrates with various CRM and business systems, allowing for seamless data sharing and streamlined workflows. Compared to similar products, Bright Pattern stands out with its user-friendly interface, robust functionality, and scalability to meet growing business needs. Pricing is based on a per-agent, per-month subscription model, with flexible options to accommodate different business sizes and requirements. Bright Pattern's comprehensive offering and competitive pricing make it a valuable investment for businesses seeking to elevate their call center operations.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Ameyo

by Ameyo
Ameyo
Ameyo is a suite offering an extensive range of call center and helpdesk solutions. It helps minimize wait time, take more calls and increase sales by managing inbound and outbound operations. It offers smooth integration with in-house and third-party APIs along with a personalized customer service experience. Other attributes include skill-based routing, reporting and analytics, a smart dialer for improved coverage, and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
Company Size
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Deployment
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Genesys PureConnect

by Genesys Telecommunications
Genesys PureConnect
Genesys PureConnect is an omnichannel communications solution. It simplifies communication through business-specific customization and the integration of external data, guaranteeing consistent customer experiences. Some of its notable features are automated routing, automatic call distribution, inbound contact center, outbound call center and customer self-service.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
Platform
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RingCentral Contact Center

by RingCentral, Inc.
RingCentral Contact Center
RingCentral Contact Center is a cloud-based call center solution designed to enhance customer interactions and streamline operations. It's ideal for businesses of all sizes seeking to improve their customer service capabilities. Key benefits include its omnichannel support, allowing agents to handle inquiries across multiple channels, and its advanced analytics, providing valuable insights into call center performance. Popular features include call routing, IVR, call recording, and real-time reporting. Compared to similar products, RingCentral Contact Center stands out for its user-friendly interface, ease of deployment, and cost-effectiveness.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
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NICE Nexidia

by NICE
NICE Nexidia
NICE Nexidia is a notable software product that ranks 471 among all CRM Software according to our research analysts. Starting from $0, NICE Nexidia is priced at no cost when starting and is most applicable for business of all sizes. NICE Nexidia can be deployed online. Similar alternatives to NICE Nexidia include Skyward CRM, Billage Software and OBS.
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
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QueueMetrics

by Loway
QueueMetrics
QueueMetrics is a promising software tool that ranks 108 among all Call Center Software according to our research analysts and 26 crowd-sourced reviews from 1 source. QueueMetrics is most advisable for enterprises of greater than 1001 employees. QueueMetrics can be deployed online and on-premise and is accessible from a few platforms including Windows and Linux devices. Similar alternatives to QueueMetrics include Squaretalk, Dezide and wolkvox.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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MyOperator

by MyOperator
MyOperator
MyOperator is a promising solution that ranks 124 among all Call Center Software according to our research analysts and 29 crowd-sourced reviews from 1 source. Starting from $10, MyOperator is priced for those with smaller budgets, offers a free trial on occasion and is most fitting for business of all sizes. MyOperator can be deployed in the cloud. Similar alternatives to MyOperator include Bubble, Servetel and Voicespin.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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ZIWO

by ASWAT Telecom & Media
ZIWO
ZIWO is a promising software solution that ranks 140 among all Call Center Software according to our research analysts and 60 crowd-sourced reviews from 1 source. Starting from $40, ZIWO is priced less than most others, offers a free trial on occasion and is most advisable for any sized business. ZIWO can be deployed in the cloud and on-premise and is accessible from a handful of platforms including Windows and Linux devices. Similar alternatives to ZIWO include Squaretalk, Dezide and wolkvox.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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OpenScape Contact Center

by Unify Inc.
OpenScape Contact Center
OpenScape Contact Center is a cloud-based, all-in-one communication solution that offers an industry-leading Contact Center as a Service (CCaaS). It empowers remote workforces, helps deliver quality customer service and provides productivity and full office communications across teams without the need for additional third-party technologies. It enables responsive and informed customer interactions and supports round-the-clock communications with clients through video calls and conferencing, phones, chats, files, emails and more. It facilitates unified communications, integrations, file management and more on a unified dashboard that makes it easy to use.
Cost Breakdown
$100 - $500
Company Size
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Buyer's Guide

IVR Systems Are All About Enhancing Customer Experience

By Kriti Sahay, Technical Writer at SelectHub

IVR Systems BG Intro

Customer service is a critical competitive differentiator. Modern consumers are willing to invest more in companies offering better customer service and switch to competitors when they’re not satisfied. A recent study by Salesforce even found that 48% of customers had switched brands in the past year due to customer service.

Keeping up with rising customer expectations requires investing in better customer service tools. Interactive voice response (IVR) systems are a chief example, a type of call center tool that’s revolutionizing the customer service game.

By providing your customers with a friendly, intelligent auto attendant, IVR systems not only streamline service workflows and reduce operating costs, but also help resolve issues faster, increasing customer satisfaction.

This guide goes over all the critical aspects of IVR systems — how they work, why they’re essential and how you can get the most out of yours. Let’s dive in!

Executive Summary

  • Interactive voice response systems automate the process of diverting phone calls to different personnel and departments.
  • They are used to answer questions by customers, process payments and record all the info or data input by callers.
  • The cost of an IVR system can vary considerably. A primary system hosted on a tiny phone or IT system might cost a few hundred dollars, while a more complex system with features like data gathering, effective hosting, call security and analysis features is usually more expensive.
  • The ideal interactive voice response software finds the right balance between adhering to a business’s budget while facilitating easy and effective customer service.
What This Guide Covers:

What Is an IVR System?

An IVR system is an essential call center tool that routes calls to the most appropriate department or agent based on caller intent. It does this by interacting with callers, using prompts, voice responses and keypad entries to collect relevant information and route each call to the appropriate channel.

Automated call routing allows agents to offer better support with less hassle. An IVR system can also act as a virtual receptionist or a switchboard for your business, collecting and verifying caller information and providing sales representatives with crucial details.

The integration of IVR systems with modern technology, such as AI and intelligent voice recognition, has made customer service more efficient for agents and clients alike. These solutions can be the key to creating what McKinsey calls the superhuman agent, maximizing productivity and customer satisfaction.

Primary Benefits

Let’s look at some of the ways IVR systems can benefit your organization!

Benefits of IVR Systems

1. Personalize Customer Service

IVR Systems Categories

IVR systems categorize the caller's reason for calling before connecting them to the correct department or agent, increasing the company's first contact resolution rates. By ensuring customers are immediately sent to the right place, it also enables agents to provide more personalized, white-glove customer service, improving customer satisfaction.

Considering that, according to Salesforce phone calls were the most popular channel for customer service queries in 2022, providing solid phone support is key to customer happiness. More accurate call routing and better call logging save your agents time and boost the efficiency of your call center, helping you improve key call center KPIs across the board.

2. Automate Customer Support

IVR tools offer automated processes and self-help options for simple queries such as order information or shipment tracking. These functions allow callers to solve their issues while improving resolution time and customer satisfaction. Self-service through IVR can help reduce ticket volumes for agents and improve efficiency.

These tools also offer call recording features that automatically document interactions to help agents learn as they resolve customer issues.

3. Prioritize Calls

IVR helps agents get more information on exactly why a customer is contacting them, enabling them to prioritize calls based on complexity and urgency and direct them to the right individual or department on the first try.

According to the Salesforce report mentioned above, 73% of customers wished companies understood their unique needs, and 62% wished that companies would anticipate their needs. IVR systems enable you to meet these expectations more effectively.

4. Increase Agent Efficiency

IVR systems allow for skill-based routing, allowing your business to direct calls to the most appropriate agent for the inquiry based on their skill level and specialty. This results in higher first-time resolution and customer satisfaction rates. Call queues group customers as they call in, routing them to different departments and agents in an organized and efficient manner.

Outbound IVR systems also utilize automatic call systems that can scan for voicemail and route calls to free agents when a live person answers.

Key Features & Functionality

Natural Language Processing Capabilities

Natural Language capabilities enable your IVR system to listen to customers as they speak, providing a more natural experience. This feature also lets your IVR system ask for complex information that a keypress couldn’t otherwise represent.
Inbound or Outbound Support

IVR systems can integrate ACD systems and dialers to optimize customer calls and wait times for omnichannel contact centers. These systems work with outbound and inbound calls to provide personalized messages to callers and streamline system interactions.
Self-Service IVR Options

Self-service and automation are interlinked. Your brand’s IVR must support self-service options to facilitate automated customer support. Help callers interact with your system and solve queries without connecting with an agent, allowing them to focus on more complex issues.
Integrations with CRM

CRM solutions and Call Centers software go hand in hand, including IVR systems. When paired with a CRM tool, it automatically imports critical customer information into the CRM, allowing agents to handle calls instead of wasting time inputting data.
Call Queues and Ring Groups

Call queues help businesses stay organized by grouping customers into different queues for different agents and departments. Ring groups allow agents to have multiple phones ring at one time when a single phone number or extension is dialed, enabling organizations to distribute calls among different departments/agents.
Built-in Automatic Speech Recognition

Automatic speech recognition enables agents to identify keywords spoken by customers during live calls. It also translates spoken words into text, creating a full conversation transcript, and provides it to the agent who will answer the call. This system also enables your IVR to go beyond keypress functions, allowing callers to converse with the system.
Intuitive Script Designer

Help desk software and contact center systems often use scripting to standardize and enhance agent-customer interactions. Some script designers can be confusing, clunky and complex. IVR software with intuitive script designing puts user experience at the forefront. Drag-and-drop interfaces and intuitive configuration can help you set up scripts within minutes.
Queue Callback

Callers can elect to hang up and receive a return call when the next agent is available. Queue callbacks help organizations improve caller satisfaction by saving their time and efforts.

Software Comparison Strategy

With so many options on the market, choosing the right solution may seem overwhelming, but it doesn’t have to be that way. By narrowing down your organizational requirements and prioritizing the right features, you can make an informed decision on the best IVR system for your business.

Before narrowing down options, you must define, prioritize and rank the features you require from a program. Every business is different and can have different business needs. Our requirements template can help you get a better sense of your own unique business needs.

Next, gather information to understand the software landscape better and compare all the different options available. Analyze what competitors are using, ask clients about what they need and think about what you need to function and get ahead in the market. Once you have the answer, look for a trusted software platform that provides those extra capabilities.

Cost & Pricing Considerations

One of the most significant factors affecting IVR software pricing is how it’s deployed. Vendors offering cloud-based or SaaS software generally charge an ongoing subscription fee. If you’re deploying your software on-premise, you’ll likely have to pay a one-time or recurring license fee, depending on the provider.

Beyond that, you must also consider costs incurred in operating and maintaining an IVR system and the total cost of ownership.

Some common additional expenses include:

  • Add-on capabilities
  • Customization and data migration
  • Training
  • Version upgrades
  • Implementation support
  • Maintenance

The Most Popular IVR Software

To help you on your software search, here are our picks for the top IVR solutions on the market today.

Aspect

Aspect is a comprehensive contact management solution that ensures compliance, improves operational efficiency and helps organizations deliver excellent customer service. It supports all outbound and inbound interactions worldwide across email, SMS and voice through digital self-service, inbound and outbound voice support and an omnichannel agent.

Aspect

Outbound campaign management with Aspect. Alvaria

Nextiva

Nextiva helps organizations integrate their customer service and internal business systems with AI, VoIP phones and analytics. Agents can access this software from anywhere and communicate using email, video chat and message modules, all on a single platform. It provides a simplified, user-friendly experience to streamline operations and improve productivity.

Nextiva

Contact management with Nextiva. Nextiva

Five9

Five9 is a call center management and IVR solution that can help enhance agent productivity, boost revenue and improve customer experience. The cloud-based platform offers speech-enabled IVR, global voice and interactive virtual assistant capabilities.

Five9 can be integrated with most popular CRMs, including Salesforce, ServiceNow and Zendesk, to create a robust and comprehensive customer service platform.

Five9

Contact management with Five9. Five9

 

 

Questions To Ask

Before deciding on a product, you must consider asking yourself these questions and evaluate IVR solutions in the context of your organization’s needs:

  • What features are best for my business?
  • What are the company’s current and future priorities?
  • Who will use the system and how will it benefit their process?
  • What are the must-have and nice-to-have features?
  • What problems are agents seeking to solve with the platform?
  • How well will it replace or enhance the functionalities of the existing system?
  • Does the organization have IT resources to help with deployment?

IVR Systems Key Questions To Ask

You can have a clear idea if the vendor will cater to your needs by discussing the product’s features, benefits and deployment options in detail. You can also ask these questions to clarify how this software can benefit your business.

  • How many years of experience do you have with this software?
  • What are the unique features of the product?
  • What are the deployment options available?
  • Are add-ons included in the package?
  • How much do I have to pay for upgrades and add-ons?
  • Are there any extra costs associated with the subscription?
  • Will there be any onboarding training?
  • How will it boost customer experience?

Next Steps

Every business has unique needs, and what works for one may not be ideal for the other. The right IVR system can completely revolutionize how your business handles communication. Just be sure to thoroughly research your options before adopting any one platform, and make sure the tool you choose provides everything you need from it.

If you’re unsure where to start and which platforms to look at, our comparison report can give you valuable insights to help you pick the best option for your organization. We wish you the best in your software selection journey!

Additional Resources

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Kriti
By Kriti Sahay
Technical Content Writer
Kriti Sahay is a Technical Content Writer at SelectHub, writing content for Help Desk and Call Center Software. Kriti is based out of New Delhi, India. When she's not handling Buyer's Guides and other informational articles, she can be found experimenting in her kitchen, street shopping, or painting!
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Dhanasri
Technical Research By Dhanasri Yasam
Senior Analyst
As a Senior Research Analyst, Dhanasri Yasam works in key categories like EHR, EMR, business intelligence and HR. In her role, she conducts primary research, collects and analyzes empirical data, and draws evidence-based conclusions. She also has extensive experience gathering requirements for client projects. Dhanasri holds a B-tech in Computer Science and Engineering from Dr. M.G.R. Educational and Research Institute, Chennai and an MBA in Finance and Marketing from Aurora's Business School, Hyderabad.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Hunter
Edited By Hunter Lowe
Content Editor
Hunter Lowe is a Content Editor, Writer and Market Analyst at SelectHub. His team covers categories that range from ERP and business intelligence to transportation and supply chain management. Hunter is an avid reader and Dungeons and Dragons addict who studied English and Creative Writing through college. In his free time, you'll likely find him devising new dungeons for his players to explore, checking out the latest video games, writing his next horror story or running around with his daughter.
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