--- title: "Best IVR Software - 2026 Reviews & Pricing" description: "Find the best IVR Systems for your organization. Compare top IVR Systems with customer reviews, pricing, and free demos." source_url: "https://www.softwareadvice.com/call-center/ivr-system-comparison/" page_type: "subcategory" language: "en" --- [Home](https://www.softwareadvice.com/) / IVR Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best IVR Software of 2026 Updated August 18, 2026 On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 263 results ### Compare Products Showing 1 - 25 of 263 products #### Company Size - Self-Employed - 2-10 - 11-50 - 51-200 - 201-500 - 501-1000 - 1000+ #### Pricing Options - $$$$$ - $$$$$ - $$$$$ - $$$$$ - $$$$$ ### Compare Products Sort by **Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. ### Product: Intermedia Contact Center [Intermedia Contact Center](https://www.softwareadvice.com/contact-center/intermedia-contact-center-profile/) 4.0 [(2)](https://www.softwareadvice.com/contact-center/intermedia-contact-center-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Intermedia® Contact Center helps businesses deliver fast, personalized customer experiences across every channel. It unifies voice, chat, SMS, and email into one platform, enabling teams to engage customers seamlessly without switching tools. Intelligent routing and self-service connect customers to the right resource quickly, while automating routine inquiries to reduce wait times. Agents have access to customer context, interaction history, and collaboration tools in one place to resolve issues faster. AI-powered features like real-time assistance, summaries, and insights support agents and help supervisors improve performance and service quality. Built-in dashboards, reporting, and secure recording provide visibility and support compliance. Backed by 99.999% uptime and J.D. Power-certified support, it delivers reliable performance—resulting in better service, more productive teams, and simpler customer communications.... [Read more](https://www.softwareadvice.com/contact-center/intermedia-contact-center-profile/) ### Best rated features: Monitoring 5.0 Auto-Dialer 5.0 Call Transfer 4.0 Call Reporting 4.0 ### Worst rated features: Call Recording 3.0 Reporting/Analytics 3.0 Call Whispering 4.0 Call Reporting 4.0 [See all features](https://www.softwareadvice.com/contact-center/intermedia-contact-center-profile/#key-features) ### Product: Zendesk Suite [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.41 [(4090)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.... [Read more](https://www.softwareadvice.com/product/26892-Zendesk/) ### What users love - Centralized multichannel support platform - Customizable and organized ticketing - Intuitive and user-friendly interface ### To take in mind - Escalating costs and limited value - Email handling and notification issues - Missing or complex feature set ### Best rated features: Predictive Dialer 5.0 Batch Communications 5.0 Tagging 5.0 Online Forums 5.0 ### Worst rated features: Widgets 2.7 Interactive Content 3.0 Account Alerts 3.0 [See all features](https://www.softwareadvice.com/product/26892-Zendesk/#key-features) ### Suite Team $55.00/month ### Suite Growth $89.00/month ### Suite Professional $115.00/month [See full pricing details](https://www.softwareadvice.com/product/26892-Zendesk/#pricing-and-plans) ### Product: Five9 [Five9](https://www.softwareadvice.com/call-center/five9-profile/) 4.22 [(484)](https://www.softwareadvice.com/call-center/five9-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.... [Read more](https://www.softwareadvice.com/call-center/five9-profile/) ### What users love - User-friendly and accessible design - Responsive and helpful support team - Robust call center capabilities ### To take in mind - Complexities in call handling - Frequent call drops and outages ### Best rated features: Performance Metrics 5.0 Online Voice Transmission 5.0 Dashboard 5.0 Lead Generation 5.0 ### Worst rated features: Progressive Dialer 1.0 Integrations Management 1.0 Quality Management 1.0 [See all features](https://www.softwareadvice.com/call-center/five9-profile/#key-features) ### Digital $119.00/month ### Core $159.00/month ### Premium Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/call-center/five9-profile/#pricing-and-plans) ### Product: Ultatel Cloud Business Phone System [Ultatel Cloud Business Phone System](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/) 4.66 [(41)](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary ULTATEL enables people to work together and get the information they need to do their best work, anywhere they are. Our cloud platform brings together phone, video, messaging, texts and business apps, allowing people to connect, meet, and exchange information on any device. We are passionate about using our technology and experience to help businesses address the challenges that matter to them, with an enterprise-grade platform that delivers exceptional service and 99.999% uptime.... [Read more](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/) ### Best rated features: Call Transcription 5.0 Activity Dashboard 5.0 Call Conferencing 5.0 Two-Way Audio & Video 5.0 ### Worst rated features: Collaboration Tools 3.0 Communication Management 3.0 Online Voice Transmission 3.4 [See all features](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#key-features) ### Essential $18.00/month Ideal for: Teams & businesses needing reliable, high-quality calling with core AI insights like voicemail transcription and basic call analysis to enhance communication efficiency. Focus on: Crystal-clear voice, essential messaging, and foundational AI to understand your conversations better.... [Read more](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) ### Premium $24.00/month Ideal for: Businesses seeking robust collaboration tools, deeper call intelligence through a broader AI suite, and enhanced productivity features for everyday operations. Focus on: Advanced call management, integrated AI for sentiment & topic analysis, and seamless team collaboration across devices.... [Read more](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) ### Ultimate $34.00/month Ideal for: Organizations requiring the most advanced AI capabilities for comprehensive conversational intelligence, enterprise-grade control, premium integrations, and top-tier support. Focus on: Maximizing operational efficiency with a full suite of AI tools, real-time analytics, extensive customization, and strategic communication insights.... [Read more](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) ### Product: Amazon Connect [Amazon Connect](https://www.softwareadvice.com/call-center/amazon-connect-profile/) 4.48 [(96)](https://www.softwareadvice.com/call-center/amazon-connect-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Amazon Connect is a cloud-based contact center service that offers omnichannel customer service using machine learning, interactive voice response, and call routing. The service caters to businesses of all sizes looking to enhance their customer experience, reduce costs, and boost contact center efficiency. Amazon Connect provides a unified workspace for contact center agents. This workspace delivers a holistic view of the customer and uses generative AI to assist agents. The service also offers AI-powered analytics and optimization capabilities. Additionally, supervisors and managers can view real-time insights, evaluate agent performance and provide tailored coaching to improve customer satisfaction.... [Read more](https://www.softwareadvice.com/call-center/amazon-connect-profile/) ### Best rated features: API 5.0 Generative AI 5.0 Third-Party Integrations 5.0 Dashboard 5.0 ### Worst rated features: Chat/Messaging 4.0 Real-Time Reporting 4.0 Workforce Management 4.0 [See all features](https://www.softwareadvice.com/call-center/amazon-connect-profile/#key-features) ### Omnichannel Experience Custom Pricing available upon request ### Agent Productivity Custom Pricing available upon request ### Analytics, Insights and Optimization Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/call-center/amazon-connect-profile/#pricing-and-plans) ### Product: Salesken [Salesken](https://www.softwareadvice.com/crm/salesken-profile/) 4.68 [(22)](https://www.softwareadvice.com/crm/salesken-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Salesken is a sales enablement platform that helps businesses leverage artificial intelligence (AI) technology to generate leads and streamline communication with clients through various channels such as calls, emails, chats and web conferences. Professionals can monitor the entire sales pipeline and determine customers' intent to qualify leads. Salesken comes with a dashboard, which enables administrators to monitor sales executives' performance and provide targeted feedback accordingly. Managers can track the entire sales pipeline and maintain a call disposition log to record client interactions. Additionally, it lets businesses transcribe calls, schedule follow-ups and identify prospects' contextual cues. Salesken provides mobile applications for iOS and Android devices, which allow organizations to interact with clients using an in-app dialer. Pricing is available on request and support is extended via an inquiry form.... [Read more](https://www.softwareadvice.com/crm/salesken-profile/) ### Best rated features: Performance Metrics 5.0 Assessment Management 5.0 Archiving & Retention 5.0 Feedback Management 5.0 ### Worst rated features: Auto-Dialer 4.0 [See all features](https://www.softwareadvice.com/crm/salesken-profile/#key-features) ### Basic $99.00/month [See full pricing details](https://www.softwareadvice.com/crm/salesken-profile/#pricing-and-plans) ### Product: Salesforce Service Cloud [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) 4.46 [(826)](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions. Key features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers. Service Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences.... [Read more](https://www.softwareadvice.com/crm/service-cloud-profile/) ### What users love - Centralized and efficient support - Flexible integration capabilities - Comprehensive sales tracking tools ### To take in mind - Outdated and complex interface - Steep learning curve for users - Expensive for small businesses ### Best rated features: File Sharing 5.0 Proactive Chat 5.0 Inventory Management 5.0 Issue Tracking 5.0 ### Worst rated features: Inspection Management 2.0 AI Copilot 2.0 [See all features](https://www.softwareadvice.com/crm/service-cloud-profile/#key-features) ### Free Suite Custom Pricing available upon request Upto 2 users ### Starter Suite $25.00/month ### Pro Suite $100.00/month [See full pricing details](https://www.softwareadvice.com/crm/service-cloud-profile/#pricing-and-plans) ### Product: RingEX [RingEX](https://www.softwareadvice.com/call-center/office-profile/) 4.24 [(1205)](https://www.softwareadvice.com/call-center/office-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary RingEX is a cloud-based business communications solution that offers tools for Messaging, Video and Phone. Core features of the solution include conferencing, auto-recording and unlimited long-distance and local calling. RingEX is a fully integrated mobile-based phone system that helps keep employees connected via a variety of business and personal devices including smartphones, tablets, desktops and phones. The RingCentral mobile app is integrated with the phone system and keeps employees connected to customers and colleagues from anywhere. Additionally, RingCentral integrates with basic email platforms and other applications such as Salesforce CRM, Box, Dropbox and Google Docs. RingEX gets businesses up and running within minutes. All phones are ready for immediate use and setup. Users can manage their own phone preferences without IT help.... [Read more](https://www.softwareadvice.com/call-center/office-profile/) ### What users love - Flexible calling and device options - Intuitive and simple interface - Rich feature set and customization ### To take in mind - Slow and unhelpful support experience - Inconsistent call reliability and bugs - Opaque contracts and hidden fees ### Best rated features: Virtual Call Center 5.0 Multi-Channel Communication 5.0 Event Triggered Actions 5.0 Monitoring 5.0 ### Worst rated features: Virtual Extensions 1.0 Role-Based Permissions 2.0 [See all features](https://www.softwareadvice.com/call-center/office-profile/#key-features) ### Core $30.00/month $20/month when paid annually. ### Advanced $35.00/month $25/month when paid annually. ### Ultra $45.00/month $35/month when paid annually. [See full pricing details](https://www.softwareadvice.com/call-center/office-profile/#pricing-and-plans) ### Product: Ringover [Ringover](https://www.softwareadvice.com/voip/ringover-profile/) 4.71 [(884)](https://www.softwareadvice.com/voip/ringover-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Ringover is the no.1 business phone system that gives you unlimited calls to 110 countries, video conferencing, SMS and group messaging, call recording, call whispering and more features focused on improving your teams productivity. No expertise needed. Integrate Ringover with major CRMs (Salesforce, HubSpot, Pipedrive etc.) or with your helpdesk tools in just a few clicks. With Ringover, your professional communications are possible anywhere in the world - all it takes is an internet connection. Greatly scaling up in growth and adopted by over 10,000 users, Ringover is on track to become THE leader in European Cloud telephony, primed for rapid international development in the markets for Spain and the United Kingdom.... [Read more](https://www.softwareadvice.com/voip/ringover-profile/) ### What users love - Centralized call tracking and tools - Intuitive interface and setup - Responsive and helpful support team ### To take in mind - Inconsistent audio and device issues - Lag and slow response times - Frequent disconnections and instability ### Best rated features: Contact Database 5.0 Call Scheduling 5.0 Call List Management 5.0 Electronic Signature 5.0 ### Worst rated features: Monitoring 2.8 Call Tagging 3.0 [See all features](https://www.softwareadvice.com/voip/ringover-profile/#key-features) ### Smart $29.00/month This plan provides all-in-one calls, video & chat. ### Power $54.00/month This plan offers analytics, productivity and integrations. ### Advanced $64.00/month [See full pricing details](https://www.softwareadvice.com/voip/ringover-profile/#pricing-and-plans) ### Product: Phonexa [Phonexa](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/) 4.99 [(75)](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Phonexa is an enterprise-grade tracking software for performance, affiliate and partner marketing. The Phonexa Suite is the underlying tech that carries through the consumer lead and call lifecycle, helping performance marketing teams drive ROI for brands across affiliate, partner, and paid channels. Phonexa prioritizes outcomes-based marketing across customer interactions like clicks, calls, form submissions, website behavior, and more. Through its single operating solution, the Phonexa Suite gives D2C publishers, networks, agencies, and brands unprecedented access and control to campaigns, eliminates lack of transparency across lead generation, and automates processes. The Phonexa Suite allows clients to optimize frictionless customer acquisition efforts and analyze the sources that drive qualified pipeline. Phonexa’s global headquarters are based in Los Angeles with additional offices in the United Kingdom, Ukraine, and Canada. The company employs a staff of over 200. For more information, visit www.Phonexa.com.... [Read more](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/) ### Best rated features: List Management 5.0 Visitor Tracking 5.0 Recording 5.0 Conversion Rate Optimization 5.0 ### Worst rated features: API 3.0 Call Transcription 4.0 [See all features](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/#key-features) ### Product: XCALLY [XCALLY](https://www.softwareadvice.com/call-center/xcally-profile/) 4.82 [(130)](https://www.softwareadvice.com/call-center/xcally-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary XCALLY is an on-premise and cloud-based contact center solution that handles multiple channels including voice, chat, SMS, email, fax and others. It caters to inbound, outbound and blended call centers of all sizes. Primary features are contact management, an autodialer, interactive voice response (IVR), real-time monitoring, analytics and reporting. Other features include agent softphone, customizable dashboards, automations, triggers, webchat, a predictive dialer, call recording and application programming interface (API). The agent softphone module allows users to manage their queues according to their skillset. Real-time monitoring provides a real-time view of agent performance and the ability to make changes in case of emergencies. Users can create customized dashboards and reports to suit their needs. It offers integration with Zendesk, Salesforce, Desk, Freshdesk, Sugar CRM, Twilio, Oracle and other applications. XCALLY is offered in a monthly or lifetime pricing options, which vary with concurrent users and IVR channels. It is available globally in 12 languages.... [Read more](https://www.softwareadvice.com/call-center/xcally-profile/) ### Best rated features: Call Scripting 5.0 Manual Dialer 5.0 List Management 5.0 Call Scheduling 5.0 ### Worst rated features: Performance Management 2.0 Call Transfer 3.8 Call List Management 4.0 Reporting & Statistics 4.0 [See all features](https://www.softwareadvice.com/call-center/xcally-profile/#key-features) ### Voice €29.00/month [See full pricing details](https://www.softwareadvice.com/call-center/xcally-profile/#pricing-and-plans) ### Product: PhoneBurner [PhoneBurner](https://www.softwareadvice.com/crm/phoneburner-profile/) 4.78 [(176)](https://www.softwareadvice.com/crm/phoneburner-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary PhoneBurner is an outbound dialer and call center solution that empowers agents to conduct wildly efficient yet highly personalized outreach, and engage up to 4x more contacts in live conversations. The system offers functionalities that include power dialing, lead management, email follow-up, SMS, sales cadence, performance management and analytics. The PhoneBurner system is a leader in its support of TCPA/FCC compliance and provides cutting edge tools to help teams engage in efficient, effective, and compliant communications. Use the built-in CRM, or integrate with Salesforce, HubSpot, Zoho, monday.com and other leading CRMs and apps. Other features include 1-click voicemails, one-touch emails and SMS, email tracking, custom dispositions, call recording, call transfer, local ID, sales cadence, automatic lead distribution and more. PhoneBurner scales to any size team and can be managed from one central admin portal. Analytics, reporting and live call monitoring/coaching features offer real-time visibility into ongoing activities and calling performance. The platform is cloud-based and requires no installations, setup fees, or contracts. The solution is available on a monthly subscription basis and provides customer support via phone and email.... [Read more](https://www.softwareadvice.com/crm/phoneburner-profile/) ### Best rated features: Reporting & Statistics 5.0 Workflow Automation 5.0 Email Marketing 5.0 Performance Management 5.0 [See all features](https://www.softwareadvice.com/crm/phoneburner-profile/#key-features) ### Standard $165.00/month The plan includes CRM solutions and an powerful dialer. ### Professional $195.00/month The plan includes all features from the standard plan with additional add-ons to help teams grow. ### Premium $215.00/month The plan includes all features from the standard and professional plans plus a dedicated inbound number with text messaging capabilities.... [Read more](https://www.softwareadvice.com/crm/phoneburner-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/crm/phoneburner-profile/#pricing-and-plans) ### Product: CTM [CTM](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/) 4.65 [(159)](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/reviews/) Best for:Features ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary CTM is a conversation analytics software designed to provide tracking and insights for sales and marketing teams. It helps organizations analyze campaign performance and customer interactions to support data-driven decision-making. Businesses, marketing agencies, and sales departments use the platform to gain visibility into customer engagement and optimize their processes. The software includes AI-powered conversation intelligence that analyzes call recordings, transcriptions, and live conversations to extract customer insights. It connects calls, chats, form submissions, and texts to specific advertisements using tracking numbers and dynamic number insertion, enabling accurate lead attribution. Features include lead management with geo, weight, and skill-based routing, a customizable softphone system, and workflow automation tools to streamline sales processes. Reporting tools offer both high-level summaries and detailed campaign and conversion data. The platform adheres to security standards, including SOC 2 compliance, and supports regulatory requirements such as HIPAA, HITECH, GDPR, and CCPA. It offers sub-account structures, white-label options, and custom billing features for agencies managing client accounts.... [Read more](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/) ### Best rated features: Call Tagging 5.0 Campaign Scheduling 5.0 Performance Management 5.0 Data Security 5.0 ### Worst rated features: Multi-Touch Attribution 2.8 Call Scripting 3.0 File Transfer 3.0 [See all features](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/#key-features) ### Product: Bright Pattern [Bright Pattern](https://www.softwareadvice.com/call-center/servicepattern-profile/) 4.75 [(104)](https://www.softwareadvice.com/call-center/servicepattern-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Bright Pattern is a cloud-based contact center software solution which helps businesses manage multichannel service including inbound and outbound voice, email, chat, and social media. Bright Pattern scales from 5 to 10,000 concurrent agents and provides customer relationship management (CRM) integrations to assist with customer support. Bright Pattern supports multiple channels such as voice, chat and web support, social media, and service desks. Customer support teams can access customer information from any web browser, and skills-based call routing can help teams address customer needs by sending support request to the correct team member. Bright Pattern Contact Center also includes automatic call re-routing in case of system issues. If, for example, a server fails while a customer service representative is on a call, Bright Pattern will automatically re-route the call to a new server so that the call does not get dropped.... [Read more](https://www.softwareadvice.com/call-center/servicepattern-profile/) ### Best rated features: List Management 5.0 Predictive Dialer 5.0 Queue Management 5.0 Dashboard 5.0 [See all features](https://www.softwareadvice.com/call-center/servicepattern-profile/#key-features) ### Call Center Standard $0.00/month Voice-Focused Call Center Package Inbound Voice (IVR, ACD) Outbound Voice (5 dialing modes) Includes CRM Integration... [Read more](https://www.softwareadvice.com/call-center/servicepattern-profile/#pricing-and-plans) ### Digital CX $0.00/month Digital-focused contact center package SMS / MMS SMS / MMS Campaigns Web Chat Video Chat Email Social Messengers... [Read more](https://www.softwareadvice.com/call-center/servicepattern-profile/#pricing-and-plans) ### Omnichannel CX $0.00/month Voice and digital contact center package Get everything in the Call Center Standard and Digital CX : Inbound Voice (IVR, ACD) Outbound Voice (5 dialing modes) Includes CRM Integration SMS / MMS SMS / MMS Campaigns Web Chat Video Chat Email Social Messengers... [Read more](https://www.softwareadvice.com/call-center/servicepattern-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/call-center/servicepattern-profile/#pricing-and-plans) ### Product: AVOXI [AVOXI](https://www.softwareadvice.com/voip/avoxi-profile/) 4.80 [(59)](https://www.softwareadvice.com/voip/avoxi-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary AVOXI is a global communications provider specializing in cloud-based contact center and virtual number solutions. Their platform is designed to enhance customer engagement and streamline business operations through features like voice services, call tracking, and comprehensive analytics. AVOXI caters to businesses looking to optimize international communication and provides tools for workforce management and customer interaction. They offer scalable solutions that are particularly beneficial for companies in need of flexible, reliable telephony infrastructure to support global connectivity.... [Read more](https://www.softwareadvice.com/voip/avoxi-profile/) ### Best rated features: Role-Based Permissions 5.0 Real-Time Reporting 5.0 Mobile Access 5.0 Call Reporting 5.0 [See all features](https://www.softwareadvice.com/voip/avoxi-profile/#key-features) ### Launch $0.00 This is a free plan that starts at $0. ### Contact $19.99 Advanced analytic plan that starts at $19.99 per user. ### Engaged Enterprise $39.99 Management plan that starts at $39.99 per user. [See full pricing details](https://www.softwareadvice.com/voip/avoxi-profile/#pricing-and-plans) ### Product: Channels [Channels](https://www.softwareadvice.com/product/99434-Crazy-Call/) 4.83 [(36)](https://www.softwareadvice.com/product/99434-Crazy-Call/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Channels is a customer service solution for call centers and client success teams that offers tools including channel management, live chat, call management, eCommerce integration, contact history, and more. With Channels, users can utilize customer data from connected eCommerce systems such as Magento, Pipedrive, and Shopify in order to gain more context to aid customer queries and service requests. The Channels platform is designed to provide agents with data on customer order history, contact details, order information, and more. The live chat integration functionality allows businesses to connect their existing live chat tool with the Channels system in order to automatically distribute customer conversations to the relevant agents via phone calls when needed. Customer support calls can be managed from anywhere using the Channels mobile apps for Android and iOS, and the Click-to-Call widget allows agents to easily switch between devices without losing customer details. Other call management tools include IVR, automatic routing, call recording, toll-free numbers, and more.... [Read more](https://www.softwareadvice.com/product/99434-Crazy-Call/) ### Basic Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/product/99434-Crazy-Call/#pricing-and-plans) ### Product: wolkvox [wolkvox](https://www.softwareadvice.com/call-center/wolkvox-profile/) 4.64 [(100)](https://www.softwareadvice.com/call-center/wolkvox-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Available Free version: Available Software Advice Summary At Wolkvox, we believe that every interaction with your customers can become a Power Conversation: a relevant, seamless experience that makes a real impact. Our omnichannel, multimodal platform enables the synchronization of intelligent workflows that connect voice, chat, social media, and WhatsApp with advanced AI and integrated CRM solutions. Wolkvox Cloud Contact Center is composed of three applications: Wolkvox Manager, Wolkvox Agent, and Wolkvox CRM. Wolkvox Manager is a tool for administrators, allowing user configuration, functionality activation, and operation monitoring. Wolkvox Agent is the agent’s workspace, providing management of multichannel interactions in one place. Wolkvox CRM helps track customer processes, with a focus on sales, customer service, and collections.... [Read more](https://www.softwareadvice.com/call-center/wolkvox-profile/) ### Best rated features: Real-Time Monitoring 5.0 Monitoring 5.0 Email Management 5.0 Alerts/Notifications 5.0 ### Worst rated features: Workflow Management 3.0 CRM 3.0 Call Transfer 3.0 [See all features](https://www.softwareadvice.com/call-center/wolkvox-profile/#key-features) ### Basic $58.00/month [See full pricing details](https://www.softwareadvice.com/call-center/wolkvox-profile/#pricing-and-plans) ### Product: VoIPstudio [VoIPstudio](https://www.softwareadvice.com/contact-center/voipstudio-profile/) 4.73 [(55)](https://www.softwareadvice.com/contact-center/voipstudio-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary VoIPstudio is a cloud-based call center management solution designed for businesses of all sizes. It offers features that include automatic call distribution (ACD), interactive voice response (IVR), call logs, speech to text and remote offices. The solution suits the needs of organizations in financial services, media, retail and tourism. The solution’s speech-to-text feature sends executives automated email transcript of their voicemail messages. It further helps managers read through their voicemails on email on the go and while attending meetings. Further, its ACD Queues feature automates call distribution among team members to minimize wait time. The pricing is on a monthly subscription basis that suits individual users as well as large enterprises. The platform can be integrated with third-party software such as Avaya One X, Microsoft Dynamics CRM, Cisco, Oracle Sales Cloud and Salesforce. Learn about our review policy: voipstudio.com/review-transparency-policy/... [Read more](https://www.softwareadvice.com/contact-center/voipstudio-profile/) ### Best rated features: Real-Time Analytics 5.0 Communication Management 5.0 Fax Management 5.0 Real-Time Reporting 5.0 ### Worst rated features: Online Voice Transmission 1.0 Call Logging 3.8 API 4.0 [See all features](https://www.softwareadvice.com/contact-center/voipstudio-profile/#key-features) ### VoIPstudio $6.00/month Start a free 30-day trial today, no credit card required. [See full pricing details](https://www.softwareadvice.com/contact-center/voipstudio-profile/#pricing-and-plans) ### Product: Plum Voice [Plum Voice](https://www.softwareadvice.com/product/28437-Plum-Voice-Hosted-IVR/) 4.83 [(30)](https://www.softwareadvice.com/product/28437-Plum-Voice-Hosted-IVR/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Plum Voice powers automated communications solutions - IVR systems, virtual agents, chatbots, messaging campaigns, etc. - to simplify the most frequent customer interactions. By using low-code tools on a secure, PCI- and HIPAA compliant platform, users can build self-service applications that provide an excellent customer experience at a fraction of the cost of live agents while augmenting current staff needs. Our clients range from medium- to large-sized enterprises across a wide variety of industries. We help businesses strike the right balance between self-service automation and excellent customer experiences. With Plum Voice’s cloud platform, developers can choose between Plum DEV to render VXML code, or Plum Fuse low-code tool with drag and drop capability. Both platforms include VoiceTrends to track performance analytics and reporting to maintain and maximize their use through real-time information. Add Plum SecureAssistant or Plum Insight to the package, and you have secure payment and survey options to better support customer experience programs. With the recent addtions of Plum Chat and Plum Message, users can now find all their automated communications appliations in one place. Plum Chat is a chatbot tool that enables customers to communicate, self-service, self-heal and obtain support in their preferred communication channels - WhatsApp Business, Facebook Messenger, Instagram DM and Twitter DM. Plum Message is an enterprise-level campaign management platform that creates SMS, MMS, Push, and OTT messaging. Plum Voice’s platform is built on a fault-tolerant and scalable cloud architecture which eliminates on-site hardware and support. It is delivered over a Tier 1 telecom infrastructure with built-in redundancy and designed for 99.9% uptime of your voice applications. Plum Voice has gone through rigorous audits to achieve PCI-DSS, SOC2 and HIPAA compliance, and is also a Visa Verified vendor.... [Read more](https://www.softwareadvice.com/product/28437-Plum-Voice-Hosted-IVR/) ### Best rated features: Customizable Reports 5.0 Caller ID 5.0 Call Logging 5.0 Reporting & Statistics 5.0 ### Worst rated features: Call Routing 4.0 [See all features](https://www.softwareadvice.com/product/28437-Plum-Voice-Hosted-IVR/#key-features) ### Basic $200.00/month [See full pricing details](https://www.softwareadvice.com/product/28437-Plum-Voice-Hosted-IVR/#pricing-and-plans) ### Product: Kixie PowerCall [Kixie PowerCall](https://www.softwareadvice.com/call-center/kixie-powercall-profile/) 4.63 [(295)](https://www.softwareadvice.com/call-center/kixie-powercall-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Kixie: AI-Powered Revenue Communication for High-Performing Teams Kixie is a next-generation revenue engagement platform that helps teams connect with leads and customers effortlessly. By combining AI, automation, and seamless CRM integration, Kixie transforms the way businesses handle calling and texting—enhancing productivity while keeping conversations personal and impactful. Effortless CRM Integration for Maximum Efficiency Kixie works natively with top CRMs, allowing teams to get up and running in seconds. No complicated setup, just an intuitive system that enhances workflows, improves response times, and helps teams engage with prospects and customers at scale. Outbound Sales: More Conversations, More Deals Boost outbound sales productivity with Kixie’s powerful dialing and texting automation. Designed to increase connection rates by up to 400%, Kixie equips your team with: ✔️ AI-Powered Local Presence Dialing for better answer rates ✔️ Multi-Line PowerDialer with AI-driven Human Voice Detection ✔️ Spam Risk Reduction to keep calls reaching the right people With Kixie, reps spend less time dialing and more time closing deals. Marketing: Engage and Nurture Leads at Scale Speed matters in marketing outreach. Kixie ensures your team connects with leads instantly and nurtures them effectively through: 📞 Automated calling and texting for immediate follow-up 📩 Personalized, scalable outreach without added manual effort Marketing teams can accelerate conversions while maintaining meaningful engagement. Inbound Sales & Customer Success: Handle High Volumes with Ease Keeping up with inbound calls and messages shouldn’t slow your team down. Kixie streamlines inbound workflows with: 🔹 Intelligent CRM-Based Call Routing for seamless customer connections 🔹 Shared SMS Inboxes & Auto-Responses for faster team collaboration 🔹 Call Queues & IVR to improve customer experience and reduce wait times By automating the busywork, Kixie helps Inbound Sales & CS teams triple productivity while maintaining a human touch. RevOps & Leadership: Gain Insights, Optimize, and Scale Revenue Operations and Sales Leaders can track performance in real time with advanced analytics, including: 📊 AI-powered Conversation Intelligence for coaching and strategy refinement 🎧 Live Call Monitoring & Coaching to support reps in the moment 📈 Data-Driven Reporting to identify growth opportunities With Kixie, leaders get the tools they need to build, scale, and refine high-performing teams. 🚀 Ready to take your revenue team to the next level? Get started today with a free trial at kixie.com.... [Read more](https://www.softwareadvice.com/call-center/kixie-powercall-profile/) ### Best rated features: SIP Trunking 5.0 Sales Activity Management 5.0 Call Queues 5.0 Third-Party Integrations 5.0 ### Worst rated features: Automatic Outbound Dialer 1.0 Call Conferencing 3.0 Call Scheduling 3.0 [See all features](https://www.softwareadvice.com/call-center/kixie-powercall-profile/#key-features) ### Integrated Custom Pricing available upon request ### Professional Custom Pricing available upon request ### Outbound PowerDialer Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/call-center/kixie-powercall-profile/#pricing-and-plans) ### Product: TalkChief [TalkChief](https://www.softwareadvice.com/call-center/talkchief-profile/) 4.94 [(18)](https://www.softwareadvice.com/call-center/talkchief-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary TalkChief isn't just a business phone system; it's your partner in enhancing communication for call centers, startups, enterprises, and nonprofits. Designed to simplify interactions across remote teams and with customers, TalkChief focuses on user-friendly features that prioritize your unique needs. Imagine a world where spam numbers and bots are effortlessly blocked, where each agent has their own caller ID, and where welcoming inbound calls is a personalized experience. TalkChief brings this vision to life, making communication smoother and more human. Key features such as automated notifications, call recording, interactive voice response (IVR), and skill-based routing empower you to navigate communication challenges effortlessly. Dive into detailed reports, track key performance indicators (KPIs) on intuitive dashboards, and use filters to easily find specific conversations. With TalkChief, administrators have the tools to tailor communication strategies for maximum impact. Managers can take advantage of dynamic call routing, directing calls to team members based on language, location, and other individual traits. This personalized touch ensures that your team operates at its best. TalkChief doesn't just stop at communication; it integrates seamlessly with third-party helpdesk, collaboration, and customer relationship management (CRM) systems. This interconnected approach ensures that your communication ecosystem aligns perfectly with your existing tools and processes. Available through convenient monthly or annual subscriptions, TalkChief provides robust support via FAQs, live chat, a knowledge base, and various online resources. It's more than a business phone system; it's a personalized communication solution tailored to elevate your business experience.... [Read more](https://www.softwareadvice.com/call-center/talkchief-profile/) ### Best rated features: Softphone 5.0 Call Conferencing 5.0 Employee Activity Monitoring 5.0 Multi-Channel Management 5.0 [See all features](https://www.softwareadvice.com/call-center/talkchief-profile/#key-features) ### Essential $8.00/month All what your startup need to start making calls ### Growth $13.00/month A flexible voice solution that fits modern business needs ### Professional $17.00 Advanced solution to boost productivity and performance [See full pricing details](https://www.softwareadvice.com/call-center/talkchief-profile/#pricing-and-plans) ### Product: uContact [uContact](https://www.softwareadvice.com/call-center/ucontact-profile/) 4.49 [(81)](https://www.softwareadvice.com/call-center/ucontact-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary uContact is a Cloud & Omnichannel solution that enables its users to manage all their voice and text interactions in the same place. This way, it makes agents' work simpler, more organized, and -why not- more enjoyable too; and helps increase your Contact Center's productivity levels by 300%. Thanks to uContact's market-leader dialers, bots, WhatsApp and social media integrations, IVR, real-time dashboards, and many other features, our clients can provide a better Customer Experience to their own customers in every interaction, through every channel. And the best thing is, with its Drag-and-Drop development tools, uContact is made to adapt to each clients' needs. This beautiful, secure, and reliable platform was created +10 years ago by Integra CCS, after identifying the lack of a truly all-in-one solution for the Contact Center industry. Now, we have clients in more than 25 countries and manage an estimated 500 million annual interactions. Jump to uContact and reinvent yourself.... [Read more](https://www.softwareadvice.com/call-center/ucontact-profile/) ### Best rated features: VoIP Connection 5.0 Chat/Messaging 5.0 Real-Time Monitoring 5.0 Voice Mail 5.0 ### Worst rated features: Call Scheduling 3.0 [See all features](https://www.softwareadvice.com/call-center/ucontact-profile/#key-features) ### Product: NUACOM [NUACOM](https://www.softwareadvice.com/call-center/nuacom-profile/) 4.77 [(30)](https://www.softwareadvice.com/call-center/nuacom-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary NUACOM is a call center and business VoIP solution that helps manage business operations using softphones, IVR, auto-attendant, conferencing room, number porting and more. The centralized platform allows supervisors to maintain wallboard of agents' activities and record inbound and outbound conversations in compliance with GDPR regulations to improve outcomes. Key features of NUACOM include call queue management, analytics, encryption, user localization, performance tracking, and data monitoring. It includes a smart call transfer functionality, which lets employees forward calls to a specific agent or a group and manually or automatically switch calls from desk phones to mobiles. Additionally, the IVR design tool enables administrators to configure greeting messages, menus or call workflows and record crucial data including custom call ID, number-name, phonebook and more. NUACOM uses API and Zapier to integrate with several third-party applications such as Salesforce, Hubspot, Pipedrive, Agile CRM, amoCRM, Streak and more.... [Read more](https://www.softwareadvice.com/call-center/nuacom-profile/) ### Product: UJET [UJET](https://www.softwareadvice.com/telemarketing/ujet-profile/) 4.57 [(140)](https://www.softwareadvice.com/telemarketing/ujet-profile/reviews/) Best for:Features ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary UJET is a cloud-based call center application that integrates with customer relationship management (CRM) solutions. It offers both voice and chat channels for customers to reach their support agents. Users can connect with agents via the application, online and on the phone via interactive voice response (IVR). In-app communications with customers provide key customer and account details to agents before they take calls. The online channel provides on-demand live chat with customer support agents. The IVR feature provides skilled agents and an interactive dashboard. UJET also lets users and customers share photos, videos and screenshots in real time. UJET offers integrations with Salesforce, Zendesk, Desk and Kustomer. Customer support is offered via online chat, a knowledge base and over the phone.... [Read more](https://www.softwareadvice.com/telemarketing/ujet-profile/) ### Best rated features: Queue Management 5.0 CRM 5.0 Voice Mail 5.0 Automated Routing 5.0 [See all features](https://www.softwareadvice.com/telemarketing/ujet-profile/#key-features) ### Basic $80.00/year [See full pricing details](https://www.softwareadvice.com/telemarketing/ujet-profile/#pricing-and-plans) ### Product: MaxContact [MaxContact](https://www.softwareadvice.com/call-center/maxcontact-profile/) 4.73 [(33)](https://www.softwareadvice.com/call-center/maxcontact-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary MaxContact is the AI-powered customer engagement platform that transforms customer conversations into measurable business outcomes. Built around industry-leading intelligent dialling technology and smart automation, we help teams connect with the right customers at the right time, while AI-powered capabilities drive consistent performance improvements. Our platform delivers exceptional results - from 200-300% increases in contact rates to doubling sales teams conversion rates. Whether driving sales, improving retention, or optimising debt recovery, MaxContact empowers businesses to scale performance predictably. Trusted by growing companies handling millions of interactions annually and backed by 5-star UK-based support, MaxContact proves that smart technology amplifies human potential rather than replacing it.... [Read more](https://www.softwareadvice.com/call-center/maxcontact-profile/) ### Best rated features: Email Management 5.0 Auto-Dialer 5.0 Data Security 5.0 Customer Database 5.0 ### Worst rated features: Automated Routing 3.8 Queue Management 4.0 [See all features](https://www.softwareadvice.com/call-center/maxcontact-profile/#key-features) ### Generic £80.00/month [See full pricing details](https://www.softwareadvice.com/call-center/maxcontact-profile/#pricing-and-plans) 1 [2](https://www.softwareadvice.com/call-center/ivr-system-comparison/?page=2)[3](https://www.softwareadvice.com/call-center/ivr-system-comparison/?page=3)[4](https://www.softwareadvice.com/call-center/ivr-system-comparison/?page=4)[5](https://www.softwareadvice.com/call-center/ivr-system-comparison/?page=5) ... [11](https://www.softwareadvice.com/call-center/ivr-system-comparison/?page=11) ## Popular Comparisons [ LiveAgent vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/109980-liveagent/)[ Ringover vs RingEX ](https://www.softwareadvice.com/call-center/office-profile/vs/ringover/)[ Freshdesk vs Salesforce Service Cloud ](https://www.softwareadvice.com/crm/freshdesk-profile/vs/service-cloud/)[ Five9 vs Talkdesk ](https://www.softwareadvice.com/call-center/five9-profile/vs/talkdesk/)[ VoIP.ms vs CallHippo ](https://www.softwareadvice.com/call-center/callhippo-profile/vs/voipms/)[ Genesys Cloud CX vs NiCE CXone ](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/vs/incontact-hosted-call-center-software/)[ Aircall vs CloudTalk ](https://www.softwareadvice.com/call-center/aircall-profile/vs/cloudtalk/) ## Your Guide to Top IVR Software, November 2024 Software Advice uses reviews from real software users to highlight the top-rated IVR products in North America. [Learn how products are chosen](https://www.softwareadvice.com/legal-page/frontrunners-methodology/) #### Explore FrontRunners - [VoIP.ms](https://www.softwareadvice.com/voip/voipms-profile/) - [UJET](https://www.softwareadvice.com/telemarketing/ujet-profile/) - [Ringover](https://www.softwareadvice.com/voip/ringover-profile/) - [Nextiva Contact Center](https://www.softwareadvice.com/product/20035-Nextiva-Call-Center/) - [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) - [Kixie PowerCall](https://www.softwareadvice.com/call-center/kixie-powercall-profile/) - [Phonexa](https://www.softwareadvice.com/marketing/phonexa-call-logic-profile/) - [XCALLY](https://www.softwareadvice.com/call-center/xcally-profile/) - [VoIPstudio](https://www.softwareadvice.com/contact-center/voipstudio-profile/) - [CallHippo](https://www.softwareadvice.com/call-center/callhippo-profile/) - [wolkvox](https://www.softwareadvice.com/call-center/wolkvox-profile/) - [CallTrackingMetrics](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/) - [Talkdesk](https://www.softwareadvice.com/call-center/talkdesk-profile/) - [Genesys Cloud CX](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/) - [RingByName](https://www.softwareadvice.com/call-center/ringbyname-profile/) - [Acefone](https://www.softwareadvice.com/cloud-communication/acefone-profile/) - [Five9](https://www.softwareadvice.com/call-center/five9-profile/) - [uContact](https://www.softwareadvice.com/call-center/ucontact-profile/) - [CXone Mpower](https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/) - [Convirza](https://www.softwareadvice.com/call-center/convirza-profile/) - [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) - [RingCX](https://www.softwareadvice.com/call-center/ringcentral-contact-profile/) - [8x8 Work](https://www.softwareadvice.com/voip/8x8-x-series-profile/) - [JustCall](https://www.softwareadvice.com/call-center/justcall-profile/) - [RingEX](https://www.softwareadvice.com/call-center/office-profile/) “Usability” includes user ratings for Functionality and Ease of Use. “Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money. Reviews analysis period: The reviews analysis period spans two years and ends the 15th of the month prior to publication. Interactive voice response (IVR) systems are a foundational technology for [inbound contact centers](https://www.softwareadvice.com/call-center/). They allow callers to complete tasks over the phone, either via voice response or numerical keypad input. IVR software can dramatically streamline the performance of a contact center—particularly when used in conjunction with [customer relationship management (CRM)](https://www.softwareadvice.com/crm/) software. But it isn’t the best fit for all business models. IVR systems offer complex, specialized functionality, and are packaged in different ways by different vendors. That’s why we’ve written this guide to help you better understand which systems will work best for your needs. In it, we’ll cover the following topics: [What Is IVR Software?](#WhatIsIVRSoftware) [Benefits of Using IVR Software](#BenefitsofUsingIVRSoftware) [Common Functionality](#CommonFunctionality) [IVR Systems vs. Auto-Attendants](#IVRSystemsvsAutoAttendants) [Best-of-Breed Systems vs. Contact Center Suites](#BestofBreedSystemsvsContactCenterSuites) ## What Is IVR Software? IVR software accomplishes two major goals: - It helps callers help themselves through “self-service.” These systems provide automated menus that allow callers to complete tasks without assistance from support agents. - In conjunction with an automated call distribution (ACD) system, an IVR system helps route callers to the right support agent when their needs can’t be met by self-service options. (An ACD system parks incoming calls in a queue until agents are available to answer, and then distributes calls to agents using rules that factor in agent skills, performance metrics, etc.) For instance, if a caller says or enters the numerical option for “billing” using the IVR system, they’ll be routed into the call queue (controlled by the ACD system) for an agent in that department. IVR systems follow a branching menu structure known as a “menu tree.” The top-level menu may include options for, say, “support” and “billing.” If the caller selects “support,” they’ll be funneled into a submenu that contains numerous self-service options for support issues (e.g., instructions on how to reset a device). If these options don’t meet the caller’s needs, the caller will be routed to a support agent. #### Branching Prompts in an IVR Menu Tree As mentioned, the IVR menu tree also assists in call routing through integration with ACD systems, which use callers’ spoken or touch-tone responses as they navigate the IVR system to route calls to the right agent. ## Benefits of Using IVR Software Customers may not know what the term “IVR” means—but they do know what they like and don’t like, and many perceive IVR technology as annoying and difficult to use. So why does your call center need an IVR system in the first place? The answer is that IVR can cut down on the number of calls agents have to handle by enabling callers to resolve certain issues through self-service options. By reducing the overall number of calls your contact center handles, you can slash your top expense: personnel. Moreover, even though consumers tend to dislike IVR technology, they probably aren’t thinking through the alternative: a drawn-out interaction with a support agent. When we interviewed call center benchmarking expert Bruce Belfiore about IVR design best practices, he noted that some consumers (particularly younger callers) prefer to avoid interacting with a support agent whenever possible. These callers actually prefer IVR and other self-service technologies. Additionally, even if an IVR system isn’t able to fully meet a caller’s needs, it can still automate the initial steps of collecting information and routing the caller to the right group of agents. Without an IVR, these steps would need to be handled by human workers—increasing the number of transfers (and, most likely, the caller’s level of frustration) before getting the call to the right agent. Simply think back to the times you’ve been bounced around like a ping-pong ball between multiple contact center agents who couldn’t answer your question, and you’ll quickly realize the value of IVR. ## Common Functionality The following list of IVR capabilities includes standard offerings of most systems. This list also includes more advanced capabilities offered by niche vendors or enabled via integrations with other contact center applications:

Visual IVR designer

A drag-and-drop graphical user interface for designing IVR call flows (the branching menus through which callers pass as they select options for support, sales, billing etc.).

Automated speech recognition (ASR)

Allows callers to speak responses instead of using touch-tone input. Frequently requires the use of third-party ASR software, though many IVR vendors partner with ASR vendors to deliver a complete solution. Some systems allow for voiceprint authentication (comparing audio data from a call with a model of the caller’s voice) to verify caller identity.

Text-to-speech (TTS)/common data speaker

Text-to-speech enables the system to read information from databases out loud for customers (payment history, account balances, etc.), as opposed to simply playing recorded prompts. Also assists in the development of IVR menu prompts. A common data speaker is a more basic capability that only allows highly structured data, such as dates and numbers, to be converted into speech.

Multilingual support

Enables the IVR menu structure to play prompts and recognize spoken responses in multiple languages.

Data retrieval from Web server

Allows customer data to be retrieved from a Web server in order to verify response input (e.g., checking a spoken account number against a stored account number) and otherwise assist agents.

Computer telephony integration (CTI)

Data collected from the IVR system (e.g., a customer’s name) is displayed on an agent’s screen to help the agent better assist the caller.

ACD integration

Data collected from the IVR is used to prioritize calls within queues and to distribute calls to various agent skill groups (if the ACD system offers skills-based routing). Users can also enable options such as hold music and estimated wait times to keep callers on the line.

Customer satisfaction surveys

IVR surveys can collect voice or touch-tone responses from callers about their levels of satisfaction with the agent or the IVR system itself. These responses are fed into contact center reporting tools for visibility into key performance indicators.

Outbound IVR/notification system

Outbound notifications such as surveys, appointment reminders, and account alerts can be delivered to customers via voice, email, fax, SMS text, etc. Voice notifications include IVR self-service options that can help the caller resolve the issue (e.g., pay an unpaid bill).

Visual IVR

Allows customers to navigate a visual representation of an IVR menu on a website or within a native app running on a desktop, laptop or smartphone. This is a new technology many vendors don’t yet offer, though a handful of niche vendors specialize in adding visual IVR capabilities to solutions from major contact center vendors.

_Visual IVR designer in_ [Five9](https://www.softwareadvice.com/call-center/five9-profile/) ## IVR Systems vs. Auto Attendants Businesses frequently think they need an IVR system when they actually only need an auto attendant. IVR systems are sophisticated solutions that are offered on a stand-alone basis or as components of integrated contact center suites. Auto attendants, on the other hand, are standard components of office phone systems. The basic difference between an auto attendant and an IVR system is: An auto attendant merely routes callers to extensions in a business’s directory, whereas an IVR provides callers with automated self-service options. Auto attendants also tend to lack advanced features such as speech recognition. Nearly every office with a phone system uses some kind of auto attendant, but in most cases, only contact centers use IVR systems. You can consult our guide to auto attendants for more information on what they do and how they differ from IVRs. ## Best-of-Breed Systems vs. Contact Center Suites Vendors offer IVR systems two different ways: as “best-of-breed” systems sold on a stand-alone basis, or packaged within integrated suites of contact center applications. Stand-alone IVR solutions are designed to be integrated with systems businesses have already deployed, such as: - [CRM systems](https://www.softwareadvice.com/crm/) - [Contact center systems](https://www.softwareadvice.com/call-center/) - Standard business phone systems (also known as Private Branch eXchange or PBX systems) By opting for a stand-alone IVR, organizations can avoid replacing the above systems, which frequently represent significant expenditures. PBX integrations allow IVR data to be used in call routing and enable call recording, among other capabilities. Integrating an IVR and a standard business phone system can provide benefits, such as improved call routing. However, IVR systems usually need to be integrated with a suite of dedicated contact center applications in order to maximize those positive results. In a contact center environment, data collected by the IVR can be pushed to agents’ computer screens or fed into reporting tools. The IVR integrates with the ACD system to provide sophisticated call routing. Finally, customers who don’t want to interact via voice have other options with a multi-channel contact center solution. ### Related IVR Software - [Call Center Software](https://www.softwareadvice.com/call-center/) - [Speech Recognition Software](https://www.softwareadvice.com/speech-recognition/) - [Survey Software](https://www.softwareadvice.com/survey/)