Rapid response is the name of the game! As the bar for customer expectations continues its ascent, interactive voice response automation promises not just efficiency but a nod from satisfied customers. However, choosing the right IVR service provider is a nuanced challenge by its very nature.
Here, we’ll talk about providers and software solutions tailored for the fast-paced domains of call and contact centers. Our comprehensive overview will help you navigate the best providers and ensure your decision is both savvy and appropriate for your organizational needs.
What is IVR software?
IVR software is a self-service phone system that incorporates text-to-speech technology or pre-recorded messages alongside a dual-tone multi-frequency interface. It allows callers to interact and access information without the need for a live agent. Programmed menu options guide callers, and if the the system can’t fulfill the request, it routes them to the appropriate representative for assistance.
How does IVR software work?
Interactive Voice Response (IVR) technology operates on the principle of autonomous call handling through a menu-driven system. In the call handling process, it greets incoming callers, provides a number of choices, and then offers them the option to make selections via their phone keypad or voice. Also, depending on the caller’s choice, the IVR menu may prompt the input of additional information, for example, account numbers or PINs.
Purposes of the technology:
- Handling simple inquiries (like straightforward questions or requests)
- Call queue management
- Effective call routing to the appropriate department
- Callback options
- Customer information gathering
For example, an apartment complex employs an IVR design for its telephony. When residents call, they are prompted to press 1 for emergencies or 2 for non-urgent matters. For routine questions, residents get quick answers through pre-recorded prompts, while urgent matters are given priority.
List of the best IVR software
Here’s a quick breakdown of the best IVR service providers and why we think they belong in this category:
- Omnivoice: Best value overall
- MightyCall: Excellent base package
- JustCall: Easy to set up, straightforward features
- Aircall: Handles high call volumes without compromising service quality
- CloudTalk: Great support for large teams and numerous employees
- GoTo Connect: Simple and straightforward, it covers all the essentials
- Ringover: Extensive capabilities for businesses managing high call volumes
- Nextiva: Offers an advanced toolset
Top IVR system comparison
Prices of best IVR systems are accurate as of the article’s publication date.
|IVR in Entry-Level Package?
|Call routing and waiting, Business contact book, Dial by name, Custom greetings
|Call monitoring, VIP/block list, Call log, Business hours
|Voicemail, Call tracking, Integrations with productivity tools
|Smartflows call routing, Ring groups, Call analytics history, Tags
|Click to call, Skill-based routing, Smart queueing, Real-time dashboard
|Instant response, Smart call routing, Call queues, Customizable dial plans
|Call notifications, Smart dialer, Random or pre-set call distribution
|$24/$29/$39/month (for 100+ users)
|Call recording, Voicemail transcription, Salesforce/HubSpot integrations
8 Best IVR software
Now that you’ve had a glimpse of the list of the best IVR solutions, take a closer look at each service to better understand their unique features and capabilities.
Omnivoice is a cloud phone system crafted for small business, but it combines the functionality of a professional business phone system with user-friendly adaptability. It offers complete control for small businesses and individual users and is tailored to the demands of the modern market.
The system integrates into existing workflows without a hitch. A business phone solution with a focus on being fast, secure, and reliable — these are the three key selling points that Omnivoice boasts.
Why we chose it
We included this IVR vendor on our list because it’s a great fit for remote work. You get comprehensive features, from call routing for multiple locations to voicemail transcription sent straight to email. The solution aligns perfectly with the goal of enhancing productivity and ensuring smooth communication.
It’s the best IVR for startups and small businesses seeking an affordable yet comprehensive package.
- Solo: $9/month (1 user)
- Team: $19/month (3 users)
- Company: $99/month (unlimited users)
- Call management (routing, forwarding, recording, transfer, waiting)
- Voicemail & voicemail transcription
- Call recording
- Music on hold
- Business hours
- Mobile app for iOS and Android
Pros & Cons
Customers appreciate the affordability, noting that it’s much cheaper than the alternatives, and find Omnivoice easy to use, which is due to its straightforward design.
Redefine how you connect with your audience with Omnivoice! Reach out to discuss your options.
MightyCall is one of the top IVR phone systems. This tool facilitates communication, collaboration, and supervision. It is trusted by hundreds of companies and has earned a reputation as one of the best platforms in the industry for delivering on its promises.
The tagline is “Simple. Yet mighty,” and mid-sized businesses with call center needs are provided with a robust and reliable environment for connecting with customers.
Why we chose it
MightyCall employs artificial intelligence to keep a close eye on call quality and make real-time adjustments to maintain top-notch connections. This improves the user experience and, even better, comes at a more reasonable price than other options. Also, MightyCall implements robust security measures.
Better for teams seeking stable performance of essential features without unnecessary complexity.
- Core: $20/month
- Pro: $25/month
- Enterprise: Customizable pricing
- Call flow designer
- Caller ID, CNAM
- Multi-level IVR
- Call monitoring
- Call screening
Pros & Cons
With a 4.5 score from 180+ G2 reviews, users praise it as a comprehensive phone replacement for small businesses. However, some seek updates in functionalities such as call flow.
JustCall is a versatile customer communication platform that enables instant connections through Voice, SMS, and WhatsApp. The tool is trusted by over 6,000 businesses worldwide, and according to its VP, it’s designed to improve handle times by 40%.
The JustCall platform adapts to diverse departments, including sales, support, operations, and marketing. It’s also purpose-built to serve the specific communication needs of various industries — real estate, healthcare, education, financial services, retail, and e-commerce.
Why we chose it
We went with JustCall because it syncs with any of your go-to tools. You can link up your favorite apps and craft workflows tailored to power your business — from Teams and Slack to Helpwise and EngageBay. Plus, the benefit of having global phone numbers in 70+ countries adds a fantastic level of adaptability.
Ideal for smaller businesses and tight teams.
- Essentials: $29/month
- Team: $39/month
- Pro: $69/month
- Business: Customizable pricing
- Callback automation, queue callback
- Call hold (with music)
- Custom agent availability reasons
- Call analytics
Pros & Cons
JustCall has a 4.2 score from more than 300 reviews on G2, where users appreciate its efficient customer service and time-saving features. Yet, a learning curve and occasional app glitches are pointed out as negatives.
Aircall is a cloud-based IVR software package that serves as a modern alternative to traditional phone systems. Tailored to offer businesses a flexible and scalable communication solution, it has gained the trust of over 17,000 companies. Ideal for remote workgroups and teams spanning international borders, Aircall provides a versatile communication platform. However, it’s worth noting that the pricing of Aircall’s business phone packages tends to be higher than that of its competitors in our rating.
Why we chose it
Aircall operates on a robust technical infrastructure, which guarantees reliable and high-quality communication. Moreover, the platform is dedicated to strict data protection practices and adheres to relevant regulations, including the GDPR.
Suitable for companies with a high volume of calls.
- Essentials: $40/user
- Professional: $70/user
- Custom: Customizable pricing
- Flexible call distribution rules
- Custom music and messages
- Working hours per user
- Desktop notifications
Pros & Cons
G2 users frequently highlight its robust calling features and user-friendly interface. However, some users mention potential connection issues as a point of concern. The score is 4.3 from more than 900 reviews.
CloudTalk is a top-tier IVR system provider that offers cutting-edge business calling software and reshapes customer interactions. It is tailored for customer service and sales teams and goes the extra mile with the broadest coverage in the market in over 160 countries.
The service is trusted by more than 2,500 companies, including well-known names like DHL, Revolut, Yves Rocher, and Glovo. For them and many more, CloudTalk is a go-to choice for elevating communication strategies.
Why we chose it
We included CloudTalk for its extensive range of features (over 70 functionalities). It also stands out with uninterrupted communication, even in critical business environments. Particularly beneficial for customer success managers and business owners, the CloudTalk app’s analytical section provides good insights into agent performance and other KPIs.
Recommended for businesses with 50+ employees.
- Starter: $25/month
- Essential: $30/month
- Expert: $50/month
- Custom: Customizable pricing
- Call tagging and notes
- Automated call distribution (ACD)
- Internal calls, extensions
- Call flow design
Pros & Cons
The score on G2 is 4.3 based on 850+ testimonials. According to IVR reviews, users particularly commend CloudTalk’s user-friendly interface. That said, recurring concerns relate to occasional number and performance issues.
6. GoTo Connect
GoTo Connect is a cloud-based business phone service with a rich history spanning over 15 years. It offers an enterprise-class phone system equipped with 100+ features, including robust voice response software. It’s widely embraced across various industries, with education, healthcare, automotive, law firms and wealth management being some of them.
The flexibility of GoTo Connect allows you to join meetings or calls from a desk phone, computer, or smartphone. You can also opt for physical phones or a phoneless setup, depending on what works better for you.
Why we chose it
We chose GoTo Connect for its advanced call management features and integrated approach to phone, chat, text, and audio and video conferencing. What’s also worth mentioning is the claimed 99.9% uptime, low bandwidth usage, and commendable speech recognition.
Great for businesses with straightforward requirements.
- Basic: From $27/month
- Standard: From $32/month
- Auto attendant recorded greetings
- Call queues
- International calling
- Caller hold time report
Pros & Cons
GoTo Connect has a rating of 4.4 (1,200+ reviews on G2). Users express satisfaction with its seamless and intuitive interface, but some reviews highlight concerns about call quality and connectivity.
Ringover is a user-friendly cloud-based phone solution that was crafted to boost the productivity of small and medium-sized enterprises, customer support, and sales teams. It has been on the market for over 15 years and has since become a top player in cloud communications.
As an IVR number provider, Ringover offers local phone support in 65 countries. Notably, it operates its own network for over 10,000 customers, which provides benefits like a broad selection of available phone numbers.
Why we chose it
Our choice fell on Ringover for its user-friendly features that allow users to configure their own interactive voice menus in real time, and that process can be done with simple and efficient steps. Creating a top-notch communication system for a business or call center will be very fast through the Ringover dashboard.
Better for businesses with elevated demands.
- Smart: $29/user/month
- Business: $54/user/month
- Advanced: $64/user/month
- Call forwarding to a colleague, an external number, or a receptionist
- Priority call queues
- Custom call hold, Ringover studio
- Mobile, web, and desktop app
Pros & Cons
Users shared their positive experiences with Ringover, especially with customer service, though a few people mentioned that the application and dashboard can be slow. The overall rating is 4.6 based on 50+ G2 reviews.
Nextiva is a comprehensive platform that integrates communication with business applications, intelligence, and automation. This combination ensures effective communication and enables businesses to foster deeper connections with their customers.
According to the official tagline, Nextiva serves three purposes — simplifying business processes, enhancing productivity, and promoting smarter work strategies. It is currently employed by 150,000 businesses and has earned the trust of notable entities like Gartner, Deloitte, Entrepreneur, Panasonic, USA Today, Barstool Sports, and more.
Why we chose it
We picked Nextiva for this list of top IVR systems because it combines communication and collaboration. It simplifies business communications with a single product that meets user needs on the spot. Plus, it was voted the best business phone system by U.S. News for four years in a row.
Ideal for businesses willing to invest a bit for enhanced features.
- Essential: $24.95/user/month (for 100+ users)
- Professional: $29.95/user/month (for 100+ users)
- Enterprise: $39.95/user/month (for 100+ users)
- Call and video recording
- Outlook/Google Contacts integrations
- Salesforce/HubSpot integrations
- Auto attendant (multi-level at higher tiers)
Pros & Cons
Nextiva scores 4.5 based on nearly 3,000 G2 reviews. Users commonly talk about excellent customer support and commendable pricing structures. However, a few have reported issues like experiencing random disconnections during calls.
How we ranked these 8 IVR service providers
To make a precise and insightful assessment, we chose specific criteria for comparing IVR providers:
- Features — capabilities and functionalities offered by the IVR solution. This includes aspects like call flow customization, queuing, integrations, voice recognition, and any additional features that enhance its overall utility.
- Price — the availability of different pricing plans so that all businesses can find a suitable option.
- Total cost — the comprehensive cost of implementing the network, which accounts for any additional expenses related to add-ons or advanced features.
- Quality of calls — call clarity, reliability, and overall sound quality to ensure seamless communication with callers.
- User support — the level of customer service by the IVR service provider, including the responsiveness of support teams and the availability of helpful resources.
- Ease of use — the system’s interface and intuitiveness. This is crucial for both administrators and end users.
- Operational stability — operational stability, considering factors like downtime, system crashes, and consistency in delivering uninterrupted service.
- Limitations — any constraints, whether related to scalability, feature restrictions, or compatibility issues.
Benefits of IVR solutions
There are many benefits to having interactive voice response software. It’s safe to say this technology wouldn’t be so widely adopted if it didn’t deliver substantial advantages to every contact center that implements it.
Improve first contact resolution
Such a system helps solve customer issues right from their initial contact. It efficiently directs callers to the right person or department, which ensures that customers get quick and accurate help without being transferred unnecessarily.
Boost customer service efficiency
Agents working in a company with IVR software are better at solving problems and addressing the specific needs of their assigned customers. This increased efficiency leads to an overall improvement in customer service.
Cut operational costs
IVR technologies are more cost-effective than traditional receptionists or customer service agents. They handle call routing just as well but also provide a significant return on investment.
With an IVR solution, businesses can greet customers in a polished and professional manner. This creates the impression of a well-organized company with various departments and employees.
Access crucial data
You can track call metrics like customer satisfaction, call abandonment, service levels, and more. Such comprehensive data helps you make informed decisions, identify areas for improvement, and ensure that your contact center operates at its optimal efficiency.
How to choose the best IVR provider
It all boils down to understanding what your business really needs and its goals. Your IVR phone system should be up for whatever challenge you want to set it for, handling both inbound and outbound calls effortlessly. Your agents should feel at ease using it, no matter what kind of calls they’re dealing with.
So, let’s break down the steps to help you pick the best IVR provider:
- Assess your business objectives — Identify the specific goals and daily operational needs of your business.
- Evaluate your current system — Examine your existing setup for any shortcomings, unnecessary features, or essential capabilities that may be lacking.
- Compare the top players — Conduct a comprehensive feature-by-feature comparison of the most popular IVR solutions in the market.
- Examine security measures — Ensure that the system implements encryption protocols and follows industry best practices.
- Understand pricing models — Compare IVR software costs and choose a pricing model that aligns with your budget constraints.
- Check flexibility — Determine the software’s capacity to adapt and scale with your business requirements over time.
- Seek references and reviews — Reach out to businesses that have worked with the company you are considering and gather insights into real-world experiences.
- Start a free trial — Take advantage of free trial offers from the chosen distributor to test the system’s functionality and suitability for your business.
Vital features to look for in an IVR service provider
Here are the essential features of the best IVR software that should be at the forefront of your consideration:
Pre-recorded answers and text-to-speech
For frequently asked questions, business hours, or surveys, pre-recorded answers do the trick. You should ensure that the chosen IVR software supports an adequate number of pre-recorded responses to meet your business requirements.
Call routing and transferring
Call routing and transferring facilitate efficient call handling. This can include advanced functionalities like call prioritization or automatic call distribution, which ensures your system will intelligently route calls and optimize agent time.
Custom greetings are a crucial element in delivering a personalized and professional touch to your business calls. It allows you to create custom messages, be these welcome greetings, after-hours notifications, or promotional details.
Music on hold
Add a touch of engagement to your callers’ waiting experience with music. Whether they’re on hold, in the process of being transferred or awaiting a response, this feature helps your customers stay entertained during their wait.
Call flow optimization
Call flow optimization with multi-level IVR expands caller options with multiple tiers. You can arrange sophisticated call routing and offer up to 10 submenus for a balanced blend of complexity and manageability. This is perfect for businesses with varied needs or those providing bilingual services.
Call queuing and callback or text back automation
Call queuing is fundamental, but offering callbacks or textbacks enhances the customer experience even more. This feature allows users to continue with their tasks until an agent is available. This way, you minimize frustration and often provide faster service.
Ring groups resolve common communication challenges, reducing delays and preventing missed calls. With businesses being able to redefine call management by directing incoming calls to groups of users, they will operate in a more responsive and collaborative environment.
Call recording and monitoring
Call recording is vital for quality assurance, compliance, and training purposes. The ability to monitor calls ensures service quality and adherence to processes and protects against unfounded claims. Plus, organizations get valuable insights into customer needs.
Customer service software integration
You want seamless integration with customer service software, CRMs, help desk, and analytics tools. This will enhance your IVR system’s functionality and allow for extra actions like file management with Zapier.
How can an IVR system improve the customer experience?
IVRs are great at tackling queries with prompt solutions. This aligns with the modern customer’s preference for quick and straightforward assistance, particularly for routine inquiries like troubleshooting or tracking deliveries. Roughly one in three customers is more likely to spend money if the brand responds faster than expected. So, this can have a direct effect on sales.
An interactive voice system also excels at delivering timely updates on service outages, which offers reassurance without the need for direct agent involvement.
Adding a personal touch to service, an IVR script can integrate customer data. Think about businesses welcoming customers by name — it’s these thoughtful touches that contribute to heightened customer satisfaction.
Moreover, IVR solutions seamlessly adapt to individual preferences across channels, which ensures a hassle-free customer journey. It might be used to resolve an issue, provide updates, or deliver a personalized greeting. If you get the system right, you’ll create a streamlined and efficient customer interaction process. Thanks to IVR, for instance, AstraZeneca’s containment rate doubled from 40% to 80%, meaning that the issues are resolved faster, resulting in happier customers.
Best tips and practices for IVR system setup
Setting up your telephony system in a customer-centric way is key to enhancing and solidifying customer satisfaction. Why? Because it empowers users to navigate options easily and accomplish their tasks quickly. Now, let’s explore some practices that turn an IVR menu into a preferred destination for customers:
- Carefully craft your greeting for a positive first impression.
- Ensure that the interactive voice sounds like a friendly and helpful guide.
- Avoid overwhelming customers with too many options; keep it under 60 seconds.
- Offer non-primary language options at the end of the initial menu.
- Keep callers informed about their position in the queue.
- Choose professional and modern music for your on-hold experience.
- Properly conclude your calls for a positive customer experience.
- Always give customers the option to connect with a live agent.
- Regularly review and optimize call paths based on real-time factors.
Unleashing the power of IVR software for customer experience
In a nutshell, working with an IVR company is a smart move for business improvement. Your customers enjoy the seamless and efficient interactions, and you’ll enjoy the increased satisfaction and loyalty that come with it. As long as you choose the right vendor — one that offers a competitive price, the optimal set of features, and a commitment to excellent service — you’ll turn this technological upgrade into a strategic step forward. Creating and upgrading modern technologies should be simple with the right tools.
In your quest for the perfect solution, why not embark on the Omnivoice journey? As we’ve explored in our IVR vendor comparison, it stands out among the best. So, be sure to check it out. True to its commitment to excellence, Omnivoice offers a trial period so that you can experience the service firsthand.
FAST • SECURE • RELIABLE