Showing 1-20 of 97 products
PureCloud by Genesys is an on-premise and cloud-based call center solution for businesses of any size and industry. Key modules include Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer,... Read more
Recent recommendations: 10 recommendations
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... Read more
Plum Fuse is a cloud-based interactive voice response (IVR) solution that helps businesses automate customer interactions and business processes through their voice channel. Voice applications built with Plum technology provide users... Read more
Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) and... Read more
Recent recommendations: 4 recommendations
Verascape is a cloud-based call center solution that caters to businesses in a variety of industries. Key features include call logging, call recording, a progressive dialer, call scripting, escalation management and voice recognition. Verascape... Read more
Voxco IVR is an automated voice response survey system that streamlines the delivery of self-completion surveys to a broad audience. It can operate on an inbound, outbound, or a flexible mixed method basis. In survey mode, respondents... Read more
VoiceGuide IVR by Katalina Technologies offers creation tools for inbound and outbound interactive voice response (IVR). The solution offers on-premise or cloud deployment and an open-source architecture for integration with other... Read more
Ytel is a cloud-based integrated marketing suite that caters to SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications. The solution offers features including automated... Read more
Kixie PowerCall is a cloud-based interactive voice response (IVR) solution that helps users automate their sales processes. It can also be deployed on-premise. Kixie PowerCall offers users one-click dialing, call recording, call history,... Read more
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... Read more
Recent recommendations: 1 recommendations
Aircall is a cloud-based business phone and call center system that helps manage and streamline customer support and sales engagement operations. Designed for offices and teams in remote areas, it enables users to integrate software... Read more
Recent recommendations: 5 recommendations
FluentStream is a business phone solution designed for companies of all sizes. It offers call monitoring, telemarketing, IVR and reporting features within an integrated suite. The solution is available both in cloud-based and on-premise... Read more
Bitrix24 is a call center solution that helps businesses organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, capture and store lead data,... Read more
KOOKOO CloudAgent is a cloud contact center solution that works both standalone or blended with your existing trunk/legacy solution. Advanced tools enable intelligent call routing, inbound lead management, abandoned call management,... Read more
Recent recommendations: 15 recommendations
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,... Read more
Recent recommendations: 12 recommendations
For quickly growing businesses looking to efficiently scale their support teams, Dialpad Support provides a cloud-based call center with access to real-time customer insights. Dialpad allows users to onboard quickly and focus on delivering... Read more
Recent recommendations: 9 recommendations
Nextiva's Business VoIP solutions offer telephony services for small businesses with functionality that eliminates the need for a traditional phone system. The packages include VoIP phone systems, scalable PBX trunks, online faxing... Read more
Recent recommendations: 6 recommendations
OfficeConnect by UniVoip is a cloud-based phone system that offers features including auto-attendant, call paging, conferencing, email integration, one-touch speed dial and call recording. The platform is targeted towards mid to large-sized... Read more
Recent recommendations: 6 recommendations
XenCALL is a cloud-based call center solution for companies of all sizes in a variety of industries. Key features include automatic call distribution, interactive voice response, auto dialing, scheduling, performance analytics and... Read more
Recent recommendations: 5 recommendations
Sharpen’s cloud-native platform is a SaaS contact center solution for midsize to large enterprise businesses. As an all-in-one solution, the platform provides businesses the ability to communicate with customers by SMS, MMS, live... Read more
Recent recommendations: 3 recommendations
Interactive voice response (IVR) systems are a foundational technology for inbound contact centers. 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) 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:
IVR software accomplishes two major goals:
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.
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.
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.
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|