IVR Software
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Compare the Top IVR Software of 2021
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IVR Software Guide
IVR software enables users to interact with computer-operated phone systems through pre recorded response messages, speech recognition and keypad selection. Compare the best IVR software currently available using the table below.
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1
CloudTalk
CloudTalk
Searching for a smart call centre software? Try CloudTalk.io, a new-generation cloud phone system for SMEs, startups, online stores or call centres (sales and customer service teams). 25+ integrations with favourite CRM, helpdesk or e-commerce tools as Shopify, SalesForce, Pipedrive, Intercom at hand along with a 5-star rated customer success team make it easy to seamlessly migrate or set up your new cloud call centre from scratch. We are rapidly growing every month and we have already successful cooperation with 1000+ companies across the world like DHL, Yves Rocher or Karcher. Try 14 day FREE trial from CloudTalk (no credit card details required).
Starting Price: $20.00/month -
2
Call Center Studio
Call Center Studio
For companies running a call center operation that are frustrated with the high cost, complexity, and difficulty of the conventional systems, Call Center Studio is the web-based, pay-as-you-go solution running on Google, which is a low cost, fast, easy, scalable, and can be set up anywhere in the world within minutes.
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3
XCALLY
Xenialab
XCALLY is a simple, scalable and fast to deploy Omnichannel Contact center software. In addition to Omnichannel modules, it provides lots of tools fundamental for your call center activities: - IVR designer, Predictive Dialer, Scripting tool, Dashboards, Realtime panels and Analytics for administrator and supervisors; - WebRTC, Windows softphone and Omnichannel unified web GUI for agents. XCALLY is integrated via API with several external products, providers and technologies, like CRM, ticketing systems, AI tools, bots, TTS, ASR, social media and messaging apps.
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4
Phone.com
Phone.com
Voice. Text. Video. Fax. Conferencing. Collaboration. Phone.com is the modern, work-from-anywhere solution for today’s agile, mobile, and always-on entrepreneurs and growing businesses. The Phone.com solution includes advanced business phone features your growing business needs to serve your customers effectively and professionally. Advanced call handling options enhance your company image, and mobility features keep you connected anytime, anywhere with colleagues, customers, and partners whether you’re in the office or on the go.
Starting Price: $9.99/month -
5
Weave
Weave
Why use 8 systems when you could just use one complete package? Weave makes patient, customer and client communication easier and faster while working in and outside of your office(super helpful during COVID). Stop worrying about missed calls, appointment reminders, payment requests, and cancelled appointments - Weave improve every point of contact.
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6
CallTrackingMetrics
CallTrackingMetrics
CallTrackingMetrics is the only SaaS platform that uses call tracking and conversion intelligence to inform contact center automation—resulting in a more personalized customer experience. Discover which marketing campaigns are generating leads and conversions, and use that data to automate call flows and power your contact center. Unify communications across your entire organization with our phone, text, online form, and live chat tools. More than 100,000 users around the globe trust CallTrackingMetrics to manage communications for their marketing, sales, and service teams. Call tracking features include reliable dynamic number insertion (DNI) for session-level attribution, local, toll-free, and vanity tracking numbers, and omnichannel attribution across calls, texts, form fills, and chats. Key contact center features include a browser-based softphone, smart routing options, SMS campaigns, automated call scoring, and auto dialer functionality.
Starting Price: $39 per month -
7
DialerAI
Star2Billing S.L.
Our autodialer software are used for automating sales calls, payment collections, appointment reminders, phone polling and market research. It can also be used for mass emergency voice broadcasting. The system is ideal for Telcos and companies selling callcenter services as it is multi-tenant with billing and white-labeled while being economical to run as you choose your own Voice Provider. Our autodialer software can massively increase productivity by dropping busy, unanswered and disconnected line, passing calls answered by real people back to your agents, and leaving messages on answering machines.
Starting Price: $199.00/month -
8
Five9
Five9
Five9 has over a decade of dedicated focus – 100% on cloud contact center software. Positioned highest in ability to execute in the Leaders quadrant of the Gartner Contact Center as a Service Magic Quadrant, Five9 has become the solution of choice for enterprise contact centers that need a solution that is reliable, secure, and scalable.
Starting Price: $100.00 per user per month -
9
Routee
AMD Telecom
Routee is an intelligent omnichannel communication platform (CPaaS) offering advanced Web and API automation for all industries worldwide. Powered by AMD Telecom’s robust infrastructure, Routee's services enable businesses to optimize their marketing & business processes. -SMS Marketing: tailor-made messages based on customers' individual preferences -Email Marketing: personalized newsletters & email campaigns based on an audience's behavioral data -Transactional Email: automated emails to customers on important data regarding their transactions -Marketing Automation: rich forms & customer data capture, automation of repetitive marketing tasks, and tracking of marketing campaigns -Two Factor Authentication: a second layer of security with fallback through SMS, Voice, Viber & Missed Call -Cloud IVR: multilingual capabilities, turning speech into text, & text to human-sounding speech -Push Notification: personalized web & mobile push notifications, based on segmentation and user
Starting Price: $0.01 one-time fee -
10
Xtreme Locator
IQServices.com
Xtreme Locator is packed with features, like sales territory handling, detailed statistics and IVR telephone locator services. Create a branch locator for your dealers, utility payment centers, Bank ATMs or any other business that has remote sales distributors. Free plugins available for most every CMS including WordPress, Joomla!, Drupal and Mambo. Special Feature! US Census - Find valuable information on where to locate your next dealer right from your Xtreme Locator dashboard. Get your Dealer Locator or Store Locator Software on your website by taking advantage of our free 30 day trial (no credit card required) and see for yourself why the most successful businesses use Xtreme Locator to send web visitors to their stores!
Starting Price: Free -
11
Go4Clients
Go4Clients
Automate customer engagement with our Drips technology. Go4Clients latest Drips feature uses a combination of SMS, Voice, Email, and Mobile Landing Pages to interact with your customers. Map out the customer journey and let consumers flow down your sales funnel automatically. Trigger messages with different channels based on a user's actions or no actions.
Starting Price: $50 per month -
12
LiveAgent
QualityUnit
Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 175+ helpful features such as advanced automation features, rules, tags, and 40+ integrations. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.
Starting Price: $15.00/month/user -
13
RingCentral Office
RingCentral
RingCentral Office is a powerful cloud-based phone system that helps optimize your business communications. Providing enterprise-grade business communication tools for voice, fax, text, and video as well as bring your own device to work (BYOD) capability, RingCentral Office enables you to work where you want and how you want. Core features of RingCentral Office include auto-recording, conferencing, and unlimited long-distance and local calling. RingCentral Office's call management features can also be customized by configuring call forwarding, answering rules, message alerts, and missed-call notifications.
Starting Price: $19.99/month/user -
14
Genesys Cloud
Genesys
Genesys Cloud is the platform for rapid innovation — for organizations of any size, and any industry. It’s an API-first solution, with more than 10 years of testing, refinement, and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multitenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.
Starting Price: $75 per user per month -
15
PhoneWagon
PhoneWagon
PhoneWagon is the #1 Top-Rated Call Tracking Software. Beautiful, simple, and easy to use. 14-day trial (no credit card). Create a campaign in under 30 seconds with local or toll-free phone numbers. PhoneWagon helps businesses grow by understanding which marketing campaigns deliver the highest return on investment and delivering world-class customer service through our voice and text messaging communications tools. PhoneWagon is a beautiful, easy-to-use call tracking software that helps digital marketing agencies and their clients understand which marketing campaigns are effective. 93% of businesses rely on phone calls to convert leads into paying customers. Marketing agencies are able to prove to their clients that they are driving them valuable inbound phone calls that convert into paying customers. Our white-labeled dashboard enables marketing agencies to keep a consistent brand as they give their clients a beautiful interface to see all their phone calls and texts.
Starting Price: $10.00/month -
16
Voyced
Voyced
Hosted VoIP solution with a European focus but with presence in over a 165+ countries. As all our solutions are based on Premium Plus we give you the highest possible quality for the lowest price. All carry all types of numbers, from Geographic to National, TollFree and UIFN, Mobile VoIP, Elastic Pool solutions and much more. We also have our own SoftPhone and will soon be launching other Roaming products too.
Starting Price: $0.25 per user per month -
17
NICE inContact CXone
NICE inContact
NICE inContact CXone is a cutting-edge SaaS-based contact center software that empowers organizations by increasing the quality of leads and reducing the cost of client interaction. Scalable, robust, and built on the foundation of multi-channel ACD and speech-enabled IVR, NICE inContact CXone helps contact centers process inbound support requests and agents to connect seamlessly with their customers through multiple channels that include email, inbound/outbound voice, voicemail, social media, chat, and more. Key features of NICE inContact include CRM integrations, predictive dialers, customer feedback, quality and workforce management, workforce optimization, disaster recovery, network connectivity, and reporting and analytics.
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18
Talkdesk
Talkdesk
Founded in 2011, Talkdesk is a software organization based in the United States that offers a piece of software called Talkdesk. Talkdesk features training via documentation, live online, webinars, and in person sessions. The Talkdesk software suite is SaaS software. Talkdesk offers 24/7 live, and online support. Talkdesk offers a free trial. Talkdesk is call center software, and includes features such as blended call center, call logging, call recording, escalation management, inbound call center, IVR / voice recognition, manual dialer, outbound call center, queue management, real-time chat, and Reporting/Analytics. Software pricing starts at $45.00/month/user. Some competitor software products to Talkdesk include NICE inContact CXone, Ameyo Engage, and Aircall.
Starting Price: $45.00/month/user -
19
Aircall
Aircall
Aircall is the cloud-based phone system of choice for modern brands of 3+ users. By seamlessly integrating with the most popular CRM and Helpdesk tools, we help sales and support teams communicate clearly and efficiently. Admins can instantly add numbers from 100+ countries, scale their teams according to seasonality, and gain deep insights through real time analytics. Accessible by desktop and mobile app, Aircall is trusted by over 3000 companies worldwide. Start a risk-free trial today!
Starting Price: $30/user -
20
Monster VoIP
Monster VoIP
Monster VoIP was established to distribute superior voice quality and maximized uptime to customers from here in L.A. to New York to Washington, D.C. to Houston to Dallas to Chicago and beyond, while delivering unparalleled service and customer satisfaction. We started by setting up data centers in Las Vegas, New York, Dallas, and Minnesota to ensure geo-redundancy, with all endpoints multi-registered at all four facilities. (This is just a fancy way of saying that multiple locations means you can expect amazing voice quality and unparalleled business phone uptime.) We then made sure to offer a complete suite of communication tools in one platform. This means you and your team only have to learn our easy-to-use user interface for all of your communication efforts. To make good on our customer satisfaction promise, we then decided to provide personalized setup and ongoing 24/7/365 support to every business VoIP customer that walks through our (virtual) doors.
Starting Price: $27 /month -
21
AVOXI
AVOXI
The effective, affordable, and easy-to-use cloud-based call center software, AVOXI Genius. Easily manage your business communications from an intuitive, web-based contact center. AVOXI Genius is the first platform to integrate your contact center solution with your voice service, with virtual phone numbers available for instant activation in 170+ countries. With plans starting at $19.99 per user, AVOXI Genius is one of the most affordable solutions worldwide! Get 2 months free--limited time only.
Starting Price: $19.99/month/user -
22
Smartz Suite
Smartz Solutions
Smartz Solutions is a dynamic CCaaS software development company. Our success is based on technological foresight and strong business knowledge, enabling us to develop integrated solutions that meet your business needs. Our power lies in turning insights into strategies and giving you the power to make effective business decisions. Based on a wealth of knowledge covering multiple industries, we have developed a suite of products that cover the entire customer engagement journey offering best-in-class, world-class applications in a single end-to-end CX platform.
Starting Price: $118.00/month/user -
23
Kixie
Kixie Web
Start making productive sales calls in minutes with Kixie PowerCall! This reliable, cloud-based interactive voice response (IVR) solution allows users automate their sales processes. Available in the cloud or on-premises deployment, Kixie PowerCall provides users enterprise-grade features that include call recording, one-click dialing, call history, call coaching and reporting, all of which can help improve the call experience and deliver exceptional customer service. The solution also provides agents with a functionality to receive calls remotely on their mobile devices.
Starting Price: $29.00/month/user -
24
VoiceGuide IVR
Katalina Technologies Pty Ltd
VoiceGuide IVR is a fully featured inbound and outbound interactive voice response (IVR) and automatic call distributor (ACD) created by Katalina Technologies. Highly configurable and easy to deploy, VoiceGuide IVR allows for the creation of rich, omnichannel, and personalized interactive experiences. Available as an on-premise or cloud service, VoiceGuides IVR features a graphical call flow designer that provides an intuitive way for creating and managing callflows, thereby allowing call center executives to easily make process changes. Additional features offered by VoiceGuide IVR include speech recognition, text-to-speech conversion, biometric authentication, and multilingual support.
Starting Price: $99.00/one-time -
25
ClickPoint
ClickPoint Software
ClickPoint helps salespeople by automating the complex sales follow up process. ClickPoint takes the guesswork out of who to call, when to call, email, or send text messages. With guided selling and automated lead prioritization, your salespeople will more efficiently work their leads, with less complexity, helping them to win more deals. ClickPoint includes efficiency tools like; local presence dialing to reach and identify 60% more sales opportunities, with automated text SMS, and email nurture to reach customers at the right time in their buying journey. ClickPointwill also help your marketing team by capturing and intelligently routing and prioritizing all web leads and phone calls. With ClickPoint, your team can handle thousands of leads with ease, ensuring you get maximum ROI from every prospect by enforcing customer outreach and sales followup.
Starting Price: $55.00/month/user
IVR Software: What Does It Do?
An IVR, or interactive voice response system, is mostly used inside of inbound contact centers and allows callers to do tasks over the phone through numerical keypad input or through voice response. IVR software simplifies a contact center’s performance when it's used alongside CRM, or customer relationship management software.
This guide will explore all of the IVR systems that are available, and the details about each type of IVR variation, including VoIP IVR.
There are two goals that IVR software accomplishes:
First, it uses self-service which helps callers by providing automatic menus that allow them to complete tasks without help from support agents.
IVR systems work alongside automated call distribution systems, or ACDs, to route calls to the correct support agent should their needs not be met through the available self-service options. ACD systems put all incoming calls into a queue until an agent is available to answer them. The calls are then distributed to other agents using performance metrics that identify an agent’s skills and abilities. For example, if a caller enters or says the option for billing through the IVR system, they will be put into an ACD-controlled queue for someone in that specific department.
IVR systems have a menu tree structure which is a type of branching menu. The top menu includes options for billing or support. If the caller chooses the support option, they will be routed to a submenu with a variety of support options to choose from, like instructions for resetting a device. If these options aren’t satisfactory to the caller, they will be connected to a support agent.
IVR Menu Tree Branch Prompts
As previously discussed, the IVR menu tree routes calls with ACD systems through integration. This uses a caller’s touch-tone or spoken responses to connect them to the correct agent.
IVR Software Benefits
Consumers don’t think about what IVRs are, or what they even do, for that matter. All they’re concerned about is what they like and don’t like about them and how annoying they are to use a majority of the time. With all of this in mind, one may wonder why their call center needs an IVR system at all.
IVRs cut down on the amount of calls agents have to deal with at one time by allowing callers to use self-service options to resolve any issues they might have. The fewer calls there are, the fewer personnel will need to be hired which will save call center businesses a lot of money.
In addition, even if most customers don’t like IVR technology, they aren’t really thinking about the lengthy interaction they would spend with a support agent. It is true that IVR systems don’t meet a customer’s needs a lot of the time. But it’s not this horrible thing everyone makes it out to be. IVRs can collect information and transfer callers to the agents that will be able to assist them with their issues. Humans would have to perform all of these tasks if IVRs were not in place. There would be more transfers, which would most certainly frustrate the caller before they are finally transferred to the correct representative.
People being transferred from one customer service agent to another can be especially frustrated if the people they’re speaking to don’t know the answer to the question they need answered. This is why IVRs are so important in call centers.
Typical Features of an IVR
A list of different IVR capabilities has been provided, which include most of the standard offerings a person would find in a majority of systems. The list also contains capabilities by niche vendors that are more advanced or supported via incorporations with other call center applications:
Optical IVR Creation
This user interface is graphical in nature and drags and drops IVR call flows. These are the branching menus callers go through when they’re selecting the option they want, such as billing, sales, or support.
Automatic Dialogue Recognition
This feature lets callers speak their responses into the phone instead of pressing a number. ASR software is required often, but most IVR vendors partner exclusively with ASR vendors to provide a complete resolution. Voiceprint authorization is allowed on some systems, which compares models of a caller’s voice with audio data from a call.
Common Data Speakers and Text-To Speech
Information can be read from databases to customers out loud, such as account balances or payment history, through text-to-speech instead of playing pre-recorded prompts. It also contributes to the expansion of IVR menu prompts. Data speakers only allow numbers or dates, which are considered to be highly structured pieces of data, to be converted into dialogue.
Multiple Language Support
Multiple language support permits IVR menu structures to play prompts that can be recognized in multiple spoken languages.
Web Server Data Retrieval
This function retrieves data from an online server to authenticate response input such as checking spoken account numbers against stored account numbers, which can assist call center representatives.
Computerized Telephone Integration
Data, such as a customer’s name, is displayed on a representative’s screen so they can assist the caller better.
ACD Incorporation
The IVR collects data that prioritizes calls within the queues, then distributes them to a variety of agent skill groups if skills-based training is offered through the ACD system. Other options can be enabled by users including projected wait times and hold music in an attempt to keep callers on standby.
Customer Fulfillment Surveys
Customer fulfillment surveys are collected by IVRs through touch-tone or voice responses from callers. They ask the customers how satisfied they were with their experience with the IVR system or the agent. The responses are reported to the contact center and made visible as key performance indicators.
Voice Notification Systems/Outbound IVR Notifications
Account alerts, appointment reminders, and surveys via outbound notifications can be transmitted to customers via text message, fax, e-mail, or voice. IVR self-service voice notifications include options that can assist the customer with the issue they are trying to resolve such as paying a bill.
Visual IVRs
Visual IVRs help customers navigate a visual IVR menu on a website or an application on a desktop, smartphone, or laptop. Most vendors don’t offer this type of technology yet because it’s still relatively new; however, there are a small number of vendors who specialize in adding these types of capabilities to contact centers.
Automated Attendants vs. IVR Systems
Companies often believe they need IVR systems when in some cases, an auto-attendant may be more useful and easier to use. IVR systems are either offered as integrated contact center components or by themselves (stand-alone). They are also quite sophisticated. Auto attendants incorporate standard components into office phone systems.
One of the main differences between IVR systems and auto attendants are that IVRs use automation for self-service options, while auto attendants simply route calls to extensions inside of a business directory. Auto attendants do not have advanced features like speech recognition. Nearly every office uses an auto-attendant of some kind with their phone system, but contact centers are the only places where IVR systems are utilized.
The auto-attendant guide includes more information about them and how they contrast with IVRs.
Contact Center Suites vs. Best-of-Breed Systems
There are best-of-breed IVR systems available that are sold by themselves or offered as a package through incorporated suites of contact center applications.
By themselves, IVR solutions are manufactured to integrate with business systems that have been already installed including:
- PBX (Private Branch eXchange) systems or standard business phone systems
- CRM systems
- Contact center systems
The above systems wouldn’t have to be replaced if a stand-alone IVR is used, which could save a significant amount of money. IVR data can still be used in routing calls and support call recording through PBX integrations.
Incorporating standard business phone systems with IVRs can be beneficial (i.e., enhanced call routing). But it’s important to keep in mind that in order for positive results to be achieved, IVR systems have to be integrated with a contact center application suite.
Data collected by IVRs in call center environments can be fed into reporting tools or sent to a representative’s computer screen. ACD systems are integrated into the IVR to deliver advanced call routing capabilities. Last, but not least, customers who would prefer not to interact with an IVR through voice can explore the other options that a multi-channel contact solution offers.