Featured Partners
1
RingCentral
$20 per user, per month (paid annually)
Yes
200 monthly SMS per user, 1 cent per SMS after
2
Zoom
$10 per user per month, $15 unlimited calling
U.S. and Canada
Unlimited in the U.S. and Canada
3
Dialpad
$27 per user per month
Your country, the U.S. and Canada
250 monthly SMS per user, 8 cents per SMS after
The Best IVR Software
Forbes Advisor Ratings
What Is IVR?
IVR, short for interactive voice response, is a digital system that enables callers to interact with a business’s telecommunication network through voice commands or keypad inputs. When customers ring a service hotline, they are often first greeted by this automated system, which offers various menu options for the user to choose from. These options can channel the caller to specific departments or provide automated solutions to common queries.
How To Choose the Best IVR Software
Navigating the options for IVR software can feel overwhelming. The right choice can elevate your customer service, streamline operations and ultimately save resources. Below are the decision factors to consider when seeking a solution that aligns with your business objectives.
Essential Features
- Customization capability: A one-size-fits-all approach hardly ever works when customer experience is on the line. An IVR system that allows you to tailor pre-recorded messages, call-flow routes and other interactive elements ensures that the software adapts to the idiosyncrasies of your business, as well as the evolving needs of your clientele.
- Speech recognition: The last thing customers want is to wrestle with robotic commands and keystrokes. Advanced speech recognition technology that can understand a range of accents and dialects is not just a nice-to-have; it’s essential for ensuring that callers can navigate using natural language.
- Multichannel support: The modern customer doesn’t just pick up the phone; they send emails, texts and even reach out on social media. Your IVR software should not be an island but part of an integrated archipelago of communication channels.
- Real-time analytics: Reacting to yesterday’s data today can already be too late. Real-time analytics enable you to keep a pulse on system efficiency and customer behavior, so you can implement changes that make a difference now—not later.
- Queue management: No one likes waiting. But if they have to, let it be on their terms. Features such as virtual queuing let customers hold their position in line without physically staying on hold, setting a respectful tone for the subsequent interaction.
Types of Deployment
- On-premises: Suited for the large enterprises willing to invest in a more controlled environment. On-premises solutions offer the robustness and security of having every wire and switch under your domain but require substantial IT resources.
- Cloud-based: Ideal for SMBs and businesses without an expansive IT team, cloud-based IVR solutions remove the hassle of hardware management, offering rapid deployment and scalability.
Ease of Use
- Visual dial plan editor: Being able to construct call routes via a visual interface can make it less taxing for staff to make changes or updates.
- No-code/low-code customization: The democratization of technology means that highly specialized skills should not be a prerequisite for system modification. Drag-and-drop customization widens the pool of team members who can make quick adjustments.
Security and Support
- Encryption: Given that customer data may be collected or processed, a secure IVR platform should use encryption methods to protect this sensitive information.
- 24/7 support: Customer support is vital for resolving any technical issues or queries. A reliable support team ensures that disruptions are kept to a minimum.
Budget and Return on Investment (ROI) Analysis
- Cost structure: Understand the cost components of your prospective IVR solution. Does the provider charge per minute, per user or offer an all-inclusive package? Hidden fees can often be a nasty surprise.
- ROI: Consider calculating the expected ROI for the IVR software you’re eyeing. It’s crucial to factor in not just the immediate costs but also the long-term value the system is expected to bring through customer retention, reduced labor costs and increased efficiency.
Scalability and Future-Proofing
- Expandability: Your business won’t remain the same size forever. Choose an IVR system that can grow with you, both in terms of call volume and feature set.
- Software updates and adaptability: In a digital age, stagnation equals obsolescence. Ensure that the IVR system is regularly updated to offer new features, comply with regulations and improve upon existing capabilities.
Regulatory Compliance
- Data protection standards: If your business deals with sensitive data, or if you’re operating across borders, you may need to adhere to specific regulatory standards such as GDPR or HIPAA. Ensure your IVR provider complies with these.
- Audit trails: For reasons of compliance and quality assurance, a system for logging changes and activities within the IVR system can be invaluable.
Vendor Reputation and Reliability
- Vendor history: A well-established vendor is often more reliable and secure. Investigate the track record of your potential providers, and even consider reaching out to their current or former clients for firsthand reviews.
Contractual Guarantees and Expectations
- Service commitments: Before finalizing a vendor, scrutinize the Service Level Agreements closely. These legal documents clarify what quality of service is promised, covering aspects such as system uptime and how fast customer support will respond. Ensure that these contractual commitments are in alignment with your operational needs.
Integration and Compatibility
- Third-party integrations: Your IVR system is not an island; it needs to work smoothly with other tools such as CRM software, email marketing platforms or even internal databases. Check whether the IVR solution offers native integrations or APIs to facilitate this.
- Device compatibility: Consider the range of devices and operating systems that your IVR system will need to work with. This is especially important if your business has remote or global teams working on different platforms.
Featured Partners
1
RingCentral
$20 per user, per month (paid annually)
Yes
200 monthly SMS per user, 1 cent per SMS after
2
Zoom
$10 per user per month, $15 unlimited calling
U.S. and Canada
Unlimited in the U.S. and Canada
3
Dialpad
$27 per user per month
Your country, the U.S. and Canada
250 monthly SMS per user, 8 cents per SMS after
Methodology
To accurately identify the top IVR (interactive voice response) software in the industry, we applied a rigorous methodology that evaluates each software across multiple facets. Each software solution is scored in distinct categories, and these individual scores are used to compute a total score out of a maximum possible of five stars. Using this methodology allows us to objectively assess and rank the best IVR software offerings according to their performance in the following weighted categories:
- Expert score (8%): Our team of experts evaluates standout features, overall value for money, user popularity and ease of use. This provides an overview of the software’s unique attributes and overall effectiveness, contributing 8% to the total score.
- App reviews (6%): Ratings from the App Store (iOS and iPadOS) and the Play Store (Android) are taken into account. This captures user experience and functionality on mobile platforms, making up 6% of the total score.
- Customer reviews (8%): We analyze customer feedback from trusted platforms such as Trustpilot, G2 and Capterra, along with Better Business Bureau ratings. These insights offer a window into user satisfaction and reliability, accounting for 8% of the final score.
- Service and support (4%): This involves the assessment of customer service options, such as the availability of live chat, a knowledge base or phone support. This category contributes 4% to the software’s total score.
- Pricing (18%): Information about pricing plans, including the lowest and highest published prices per month, the visibility of these plans on the website and the availability of free trials or free versions, are all considered. This category constitutes 18% of the total score.
- General features (28%): Core IVR features such as call queues, outbound calling capabilities and various call routing options are evaluated. We score each feature based on its implementation, user-friendliness and reliability. This category has a weight of 28% in the total score.
- Additional features (28%): This includes other valuable capabilities such as custom hold music, callback scheduling, voice mail customization and advanced reporting and analytics. Each feature is scored for its added value to the software package, contributing 28% to the total score.
Frequently Asked Question (FAQs)
What is the difference between IVR and visual IVR?
IVR relies primarily on audio prompts and keypad or voice input for navigation. In contrast, visual IVR offers a graphical interface, often accessible via a mobile app or web interface, allowing users to make selections through touch or click. While traditional IVR is audio-centric, visual IVR provides a more visual and intuitive experience, often resulting in quicker issue resolution and improved customer satisfaction.
What is IVR software and why do businesses use it?
Interactive voice response (IVR) software automates the initial interaction with callers, directing them to the appropriate department or individual without human intervention. Businesses often deploy IVR solutions to enhance customer service efficiency and reduce operational costs.
Can IVR software integrate with other business tools?
Yes, many top-rated IVR software options can integrate seamlessly with customer relationship management (CRM) systems, help desk solutions and analytics tools. This provides a unified interface for agents and allows businesses to capture insightful data for better service delivery.
What are some key features to look for in IVR software?
Some of the most essential features IVR software should have include customization capability, speech recognition, multichannel support, real-time analytics and queue management. Other features to consider include touch-tone response, time-coded response messages and voicemail access.
