--- 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 November 3, 2026 On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 218 results ### Compare Products Showing 1 - 25 of 218 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. ### [Intermedia Contact Center](/contact-center/intermedia-contact-center-profile/) - Overall rating: 4/5 - Reviews: 2 - Free trial: Not available - Free demo: Not available #### Overview Intermedia® Contact Center helps businesses deliver fast, personalized customer experiences across every channel. It unifies voice, chat, SMS, and email into one platform, [Read more](/contact-center/intermedia-contact-center-profile/) #### Features ##### Best rated features - Monitoring: 5/5 - Auto-Dialer: 5/5 - Call Transfer: 4/5 - Call Reporting: 4/5 ##### Worst rated features - Call Recording: 3/5 - Reporting/Analytics: 3/5 - Call Whispering: 4/5 - Call Reporting: 4/5 [See all features](/contact-center/intermedia-contact-center-profile/#key-features) --- ### [Zendesk Suite](/product/26892-Zendesk/) - Overall rating: 4.4/5 - Reviews: 4,116 - Starting price: $55.00/month - Best for: Enterprise businesses - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/product/26892-Zendesk/) ##### What users love - Centralized multichannel support platform - Robust and flexible ticketing - Intuitive and user-friendly interface ##### To take in mind - Escalating costs and limited value - Clunky and limited email handling - Missing and complex feature set #### Features ##### Best rated features - Tagging: 5/5 - Batch Communications: 5/5 - Account Management: 5/5 - Configuration Management: 5/5 ##### Worst rated features - Interactive Content: 3/5 - Account Alerts: 3/5 - Geotargeting: 3/5 [See all features](/product/26892-Zendesk/#key-features) #### Pricing ##### Suite Team - Price: $55.00/month ##### Suite Growth - Price: $89.00/month ##### Suite Professional - Price: $115.00/month [See full pricing details](/product/26892-Zendesk/#pricing-and-plans) --- ### [Five9](/call-center/five9-profile/) - Overall rating: 4.2/5 - Reviews: 487 - Starting price: $119.00/month - Best for: Ease of use - Free trial: Not available - Free demo: Available #### Overview 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 [Read more](/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 - Call handling and workflow issues - Frequent call drops and instability #### Features ##### Best rated features - Performance Metrics: 5/5 - Online Voice Transmission: 5/5 - Scheduled Recording: 5/5 - Lead Generation: 5/5 ##### Worst rated features - Quality Management: 1/5 - Progressive Dialer: 1/5 - Integrations Management: 1/5 [See all features](/call-center/five9-profile/#key-features) #### Pricing ##### Digital - Price: $119.00/month ##### Core - Price: $159.00/month ##### Premium - Price: Custom - Pricing available upon request [See full pricing details](/call-center/five9-profile/#pricing-and-plans) --- ### [Ultatel Cloud Business Phone System](/screen-sharing/clarity-business-phone-system-profile/) - Overall rating: 4.7/5 - Reviews: 41 - Starting price: $18.00/month - Free trial: Available - Free demo: Not available #### Overview 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, [Read more](/screen-sharing/clarity-business-phone-system-profile/) #### Features ##### Best rated features - Call Transcription: 5/5 - Activity Dashboard: 5/5 - Call Conferencing: 5/5 - Two-Way Audio & Video: 5/5 ##### Worst rated features - Collaboration Tools: 3/5 - Communication Management: 3/5 - Online Voice Transmission: 3.4/5 [See all features](/screen-sharing/clarity-business-phone-system-profile/#key-features) #### Pricing ##### Essential - Price: $18.00/month - Ideal for: Teams & businesses needing reliable, high-quality calling with core AI insights like ##### Premium - Price: $24.00/month - Ideal for: Businesses seeking robust collaboration tools, deeper call intelligence through a broader ##### Ultimate - Price: $34.00/month - Ideal for: Organizations requiring the most advanced AI capabilities for comprehensive [See full pricing details](/screen-sharing/clarity-business-phone-system-profile/#pricing-and-plans) --- ### [Salesken](/crm/salesken-profile/) - Overall rating: 4.7/5 - Reviews: 22 - Starting price: $99.00/month - Free trial: Available - Free demo: Not available #### Overview Salesken is a cloud-based AI sales platform built for sales teams at small, mid-size, and large enterprises across industries such as finance, education, real estate, and [Read more](/crm/salesken-profile/) #### Features ##### Best rated features - Performance Metrics: 5/5 - Assessment Management: 5/5 - Archiving & Retention: 5/5 - Feedback Management: 5/5 ##### Worst rated features - Auto-Dialer: 4/5 [See all features](/crm/salesken-profile/#key-features) #### Pricing ##### Basic - Price: $99.00/month [See full pricing details](/crm/salesken-profile/#pricing-and-plans) --- ### [Salesforce Service Cloud](/crm/service-cloud-profile/) - Overall rating: 4.5/5 - Reviews: 833 - Starting price: $25.00/month - Best for: Mid-size businesses - Free trial: Available - Free demo: Not available #### Overview Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service [Read more](/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 #### Features ##### Best rated features - Reminders: 5/5 - Proactive Chat: 5/5 - File Sharing: 5/5 - Job Management: 5/5 ##### Worst rated features - Inspection Management: 2/5 - AI Copilot: 2/5 [See all features](/crm/service-cloud-profile/#key-features) #### Pricing ##### Free Suite - Price: Custom - Pricing available upon request - Upto 2 users ##### Starter Suite - Price: $25.00/month ##### Pro Suite - Price: $100.00/month [See full pricing details](/crm/service-cloud-profile/#pricing-and-plans) --- ### [Ringover](/voip/ringover-profile/) - Overall rating: 4.7/5 - Reviews: 893 - Starting price: $29.00/month - Best for: Small businesses - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/voip/ringover-profile/) ##### What users love - Comprehensive call tracking features - Intuitive and user-friendly interface - Responsive and helpful support team ##### To take in mind - Inconsistent audio and device issues - Occasional lag and slow response - Frequent connectivity interruptions #### Features ##### Best rated features - Call Scheduling: 5/5 - Contact Database: 5/5 - CRM: 5/5 - Electronic Signature: 5/5 ##### Worst rated features - Monitoring: 2.8/5 - Call Tagging: 3/5 [See all features](/voip/ringover-profile/#key-features) #### Pricing ##### Smart - Price: $29.00/month - This plan provides all-in-one calls, video & chat. ##### Power - Price: $54.00/month - This plan offers analytics, productivity and integrations. ##### Advanced - Price: $64.00/month [See full pricing details](/voip/ringover-profile/#pricing-and-plans) --- ### [Phonexa](/marketing/phonexa-call-logic-profile/) - Overall rating: 5.0/5 - Reviews: 76 - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/marketing/phonexa-call-logic-profile/) #### Features ##### Best rated features - List Management: 5/5 - Visitor Tracking: 5/5 - Recording: 5/5 - Conversion Rate Optimization: 5/5 ##### Worst rated features - API: 3/5 - Call Transcription: 4/5 [See all features](/marketing/phonexa-call-logic-profile/#key-features) --- ### [PhoneBurner](/crm/phoneburner-profile/) - Overall rating: 4.8/5 - Reviews: 177 - Starting price: $165.00/month - Best for: Ease of use - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/crm/phoneburner-profile/) #### Features ##### Best rated features - Email Marketing: 5/5 - Workflow Automation: 5/5 - Search/Filter: 5/5 - Performance Management: 5/5 ##### Worst rated features - Call Scripting: 2.3/5 [See all features](/crm/phoneburner-profile/#key-features) #### Pricing ##### Standard - Price: $165.00/month - The plan includes CRM solutions and an powerful dialer. ##### Professional - Price: $195.00/month - The plan includes all features from the standard plan with additional add-ons to help teams grow. ##### Premium - Price: $215.00/month - The plan includes all features from the standard and professional plans plus a dedicated inbound [See full pricing details](/crm/phoneburner-profile/#pricing-and-plans) --- ### [XCALLY](/call-center/xcally-profile/) - Overall rating: 4.8/5 - Reviews: 130 - Starting price: €29.00/month - Best for: Value for money - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/call-center/xcally-profile/) #### Features ##### Best rated features - Call Scripting: 5/5 - Manual Dialer: 5/5 - List Management: 5/5 - Call Scheduling: 5/5 ##### Worst rated features - Performance Management: 2/5 - Call Transfer: 3.8/5 - Call List Management: 4/5 - Reporting & Statistics: 4/5 [See all features](/call-center/xcally-profile/#key-features) #### Pricing ##### Voice - Price: €29.00/month [See full pricing details](/call-center/xcally-profile/#pricing-and-plans) --- ### [CTM](/voip/calltrackingmetrics-profile/) - Overall rating: 4.7/5 - Reviews: 159 - Starting price: $79.00/month - Best for: Features - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/voip/calltrackingmetrics-profile/) #### Features ##### Best rated features - Call Tagging: 5/5 - Campaign Scheduling: 5/5 - Performance Management: 5/5 - Data Security: 5/5 ##### Worst rated features - Multi-Touch Attribution: 2.8/5 - Call Scripting: 3/5 - File Transfer: 3/5 [See all features](/voip/calltrackingmetrics-profile/#key-features) --- ### [AVOXI](/voip/avoxi-profile/) - Overall rating: 4.8/5 - Reviews: 59 - Starting price: $0.00 - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/voip/avoxi-profile/) #### Features ##### Best rated features - Role-Based Permissions: 5/5 - Real-Time Reporting: 5/5 - Mobile Access: 5/5 - Call Reporting: 5/5 [See all features](/voip/avoxi-profile/#key-features) #### Pricing ##### Launch - Price: $0.00 - This is a free plan that starts at $0. ##### Contact - Price: $19.99 - Advanced analytic plan that starts at $19.99 per user. ##### Engaged Enterprise - Price: $39.99 - Management plan that starts at $39.99 per user. [See full pricing details](/voip/avoxi-profile/#pricing-and-plans) --- ### [VoIPstudio](/contact-center/voipstudio-profile/) - Overall rating: 4.7/5 - Reviews: 56 - Starting price: $6.00/month - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/contact-center/voipstudio-profile/) #### Features ##### Best rated features - Real-Time Analytics: 5/5 - Communication Management: 5/5 - Fax Management: 5/5 - Real-Time Reporting: 5/5 ##### Worst rated features - Online Voice Transmission: 1/5 - Call Logging: 3.8/5 - API: 4/5 [See all features](/contact-center/voipstudio-profile/#key-features) #### Pricing ##### VoIPstudio - Price: $6.00/month - Start a free 30-day trial today, no credit card required. [See full pricing details](/contact-center/voipstudio-profile/#pricing-and-plans) --- ### [wolkvox](/call-center/wolkvox-profile/) - Overall rating: 4.6/5 - Reviews: 100 - Starting price: $58.00/month - Best for: Customer support - Free trial: Available - Free demo: Not available #### Overview 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, [Read more](/call-center/wolkvox-profile/) #### Features ##### Best rated features - Real-Time Monitoring: 5/5 - Monitoring: 5/5 - Email Management: 5/5 - Alerts/Notifications: 5/5 ##### Worst rated features - Workflow Management: 3/5 - CRM: 3/5 - Call Transfer: 3/5 [See all features](/call-center/wolkvox-profile/#key-features) #### Pricing ##### Basic - Price: $58.00/month [See full pricing details](/call-center/wolkvox-profile/#pricing-and-plans) --- ### [TalkChief](/call-center/talkchief-profile/) - Overall rating: 4.9/5 - Reviews: 18 - Starting price: $8.00/month - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/call-center/talkchief-profile/) #### Features ##### Best rated features - Softphone: 5/5 - Call Conferencing: 5/5 - Employee Activity Monitoring: 5/5 - Multi-Channel Management: 5/5 [See all features](/call-center/talkchief-profile/#key-features) #### Pricing ##### Essential - Price: $8.00/month - All what your startup need to start making calls ##### Growth - Price: $13.00/month - A flexible voice solution that fits modern business needs ##### Professional - Price: $17.00 - Advanced solution to boost productivity and performance [See full pricing details](/call-center/talkchief-profile/#pricing-and-plans) --- ### [NUACOM](/call-center/nuacom-profile/) - Overall rating: 4.8/5 - Reviews: 30 - Starting price: €9.99/month - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/call-center/nuacom-profile/) --- ### [MaxContact](/call-center/maxcontact-profile/) - Overall rating: 4.7/5 - Reviews: 33 - Starting price: £80.00/month - Free trial: Available - Free demo: Not available #### Overview MaxContact is the AI-powered customer engagement platform that transforms customer conversations into measurable business outcomes. Built around industry-leading intelligent [Read more](/call-center/maxcontact-profile/) #### Features ##### Best rated features - Email Management: 5/5 - Auto-Dialer: 5/5 - Data Security: 5/5 - Customer Database: 5/5 ##### Worst rated features - Automated Routing: 3.8/5 - Queue Management: 4/5 [See all features](/call-center/maxcontact-profile/#key-features) #### Pricing ##### Generic - Price: £80.00/month [See full pricing details](/call-center/maxcontact-profile/#pricing-and-plans) --- ### [CallShaper](/call-center/call-shaper-profile/) - Overall rating: 4.9/5 - Reviews: 16 - Starting price: $75.00/month - Free trial: Not available - Free demo: Not available #### Overview CallShaper is a cloud-based call center management solution suitable for small to midsize businesses. Key features include lead management, real-time reporting, agent monitoring [Read more](/call-center/call-shaper-profile/) #### Features ##### Best rated features - Call Recording: 5/5 - Caller ID: 5/5 - Call Routing: 5/5 [See all features](/call-center/call-shaper-profile/#key-features) --- ### [UJET](/telemarketing/ujet-profile/) - Overall rating: 4.6/5 - Reviews: 140 - Starting price: $80.00/year - Best for: Customer support - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/telemarketing/ujet-profile/) #### Features ##### Best rated features - Queue Management: 5/5 - CRM: 5/5 - Voice Mail: 5/5 - Automated Routing: 5/5 [See all features](/telemarketing/ujet-profile/#key-features) #### Pricing ##### Basic - Price: $80.00/year [See full pricing details](/telemarketing/ujet-profile/#pricing-and-plans) --- ### [Voiso](/call-center/voiso-profile/) - Overall rating: 4.7/5 - Reviews: 30 - Starting price: $1.00 - Free trial: Available - Free demo: Not available #### Overview Voiso is a cloud-based contact center software for sales and support teams that use phone calls, SMS, messengers, and social media to engage customers. Voiso's dialers and [Read more](/call-center/voiso-profile/) #### Features ##### Best rated features - Manual Dialer: 5/5 - Call Scripting: 5/5 - Alerts/Escalation: 5/5 - Campaign Management: 5/5 ##### Worst rated features - Alerts/Notifications: 4/5 - Multi-Channel Communication: 4/5 [See all features](/call-center/voiso-profile/#key-features) #### Pricing ##### Core - Price: $24.00/month - For teams that need essential voice, SMS, routing, and admin tools, with CRM integration and mobile ##### PRO - Price: $52.00/month - For teams that need advanced dialers, omnichannel, automations, AI speech analytics, and API access. ##### Customer - Price: $1.00 - For complex requirements, including custom integrations, compliance needs, and tailored onboarding. [See full pricing details](/call-center/voiso-profile/#pricing-and-plans) --- ### [uContact](/call-center/ucontact-profile/) - Overall rating: 4.5/5 - Reviews: 81 - Starting price: $59.99/month - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/call-center/ucontact-profile/) #### Features ##### Best rated features - VoIP Connection: 5/5 - Chat/Messaging: 5/5 - Real-Time Monitoring: 5/5 - Voice Mail: 5/5 ##### Worst rated features - Call Scheduling: 3/5 [See all features](/call-center/ucontact-profile/#key-features) --- ### [LiveVox](/crm/livevox-profile/) - Overall rating: 4.7/5 - Reviews: 32 - Starting price: $5,000.00/month - Free trial: Not available - Free demo: Not available #### Overview LiveVox (Nasdaq: LVOX) is a powerful, next generation contact center platform that powers more than 14 billion interactions a year. They seamlessly integrate omnichannel [Read more](/crm/livevox-profile/) #### Features ##### Best rated features - IVR: 5/5 - Caller ID: 5/5 - Call Scheduling: 5/5 - Manual Dialer: 5/5 ##### Worst rated features - Data Import/Export: 3.5/5 - CRM: 3.7/5 [See all features](/crm/livevox-profile/#key-features) --- ### [VCC Live](/call-center/vcc-live-profile/) - Overall rating: 4.7/5 - Reviews: 27 - Starting price: $60.00/month - Free trial: Available - Free demo: Not available #### Overview VCC Live is a cloud-based call center solution designed for call and contact centers of all sizes. The solution offers multiple contact center solutions, communication channels and [Read more](/call-center/vcc-live-profile/) #### Features ##### Best rated features - Auto-Dialer: 5/5 - Call Monitoring: 5/5 - Quality Management: 5/5 - Automated Routing: 5/5 ##### Worst rated features - Call Scripting: 4/5 - Collaboration Tools: 4/5 - Alerts/Escalation: 4/5 [See all features](/call-center/vcc-live-profile/#key-features) #### Pricing ##### Standard - Price: $60.00/month ##### Professional - Price: $85.00/month ##### Multichannel - Price: $105.00/month [See full pricing details](/call-center/vcc-live-profile/#pricing-and-plans) --- ### [Dialing Innovations Call Center Application Suite](/call-center/dialing-innovations-profile/) - Overall rating: 4.8/5 - Reviews: 14 - Starting price: $10.00/month - Free trial: Not available - Free demo: Not available #### Overview Dialing Innovations offers a call center solution designed for outbound, inbound, omnichannel and blended midsize and large call centers. The solution can be deployed in the cloud [Read more](/call-center/dialing-innovations-profile/) --- ### [Talkdesk](/call-center/talkdesk-profile/) - Overall rating: 4.5/5 - Reviews: 734 - Starting price: $85.00/month - Best for: Enterprise businesses - Free trial: Available - Free demo: Not available #### Overview Talkdesk provides a modern, AI-native customer experience platform that helps customer service, sales, and support teams operate a human-AI hybrid workforce across voice and [Read more](/call-center/talkdesk-profile/) ##### What users love - Intuitive and flexible user interface - Consistent and clear call experience - Responsive and helpful support team ##### To take in mind - Reliance on strong internet connectivity - Inconsistent audio and device compatibility - Frequent and disruptive call disconnections #### Features ##### Best rated features - Callback Scheduling: 5/5 - Workflow Automation: 5/5 - Voice Mail: 5/5 - Customizable Reports: 5/5 ##### Worst rated features - Alerts/Notifications: 2.7/5 [See all features](/call-center/talkdesk-profile/#key-features) #### Pricing ##### Digital Essentials - Price: $85.00/month - Digital Engagement, email,chat, SMS, social channels, dashboards, reports, APIs and more. Key ##### Voice Essentials - Price: $105.00/month - Voice engagement, Routing, dashboards, reports, APIs, and more. Key features include: -CXA -Voice ##### Elite - Price: $165.00/month - Insights, mitigate risks of a distributed workforce, & choose from one of four add-ons. Everything [See full pricing details](/call-center/talkdesk-profile/#pricing-and-plans) --- 1 [2](https://www.softwareadvice.com/call-center/ivr-system-comparison/?__ai_markdown=true&page=2)[3](https://www.softwareadvice.com/call-center/ivr-system-comparison/?__ai_markdown=true&page=3)[4](https://www.softwareadvice.com/call-center/ivr-system-comparison/?__ai_markdown=true&page=4)[5](https://www.softwareadvice.com/call-center/ivr-system-comparison/?__ai_markdown=true&page=5) ... [9](https://www.softwareadvice.com/call-center/ivr-system-comparison/?__ai_markdown=true&page=9) ## Popular Comparisons [ LiveAgent vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/109980-liveagent/)[ Ringover vs Nextiva ](https://www.softwareadvice.com/compare/2683-Nextiva/vs/120988-ringover/)[ Bitrix24 vs Salesforce Service Cloud ](https://www.softwareadvice.com/nonprofit/bitrix24-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: | Feature | Description | | --- | --- | | 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/)