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#1 Rated
  • Conversational AI automated call routing
  • Machine Learning improves your system with every call
  • Natural Language call steering, queue callback, IVR payments, and more
4.9
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Build Complex IVR & IVA Call Handling and Messaging
  • Easy-to-Configure Confirmations and Error Prompts
  • Provide Options for Bill Payment, Locations, Debt Collections and More
  • Smoothly Transition from the IVR System to an ACD System
  • Increase Efficiency with Real-time Analytics & Dashboards
4.6
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IVR Speech Recognition - Provides Touch-tone (DTMF) or Speech Input
  • Route calls and change pre-set rules easily on your own
  • Built-in analytics tell you which menu options are being used the most
  • Set up IVR greetings in Spanish, Chinese, French, and more.
4.5
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IVR Platform is Fully Integrated, and Built In-House
  • Automatic Callbacks Across Multiple Contact Centers & Departments
  • Out-of-the-box CRM Integrations with Existing Customer Data
  • Simplified Menu-driven Interface for Easy Updates
4.1
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Single Platform: Centralized IVR System with CXone ACD
  • Verify Caller's Identity Automatically Reducing Customer Frustration
  • Secured Self-service Touch Tone Payment Transactions to Enhance Privacy
  • Visual IVR Touchscreen Navigation Available for Customer Convenience
3.8
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Self-Service Conversational IVR with Natural Language Understanding
  • Interactive Flow Designer Lets You Visualize IVR Flow Structure & Outcome
  • Out-of-the-box Components that Trigger Call Flow Actions such as Callbacks
  • Real-time Error Flagging, Advanced IVR Metrics and AI-driven Insights
3.5
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IVR Studio Provides a Clear Data Visual of the Customer Journey
Nextiva
4.9
#1 Rated
  • Conversational AI automated call routing
  • Machine Learning improves your system with every call
  • Natural Language call steering, queue callback, IVR payments, and more
See Plans
Five9
4.6
  • Easy-to-Configure Confirmations and Error Prompts
  • Provide Options for Bill Payment, Locations, Debt Collections and More
  • Smoothly Transition from the IVR System to an ACD System
  • Increase Efficiency with Real-time Analytics & Dashboards
See Plans
Dialpad
4.5
  • Route calls and change pre-set rules easily on your own
  • Built-in analytics tell you which menu options are being used the most
  • Set up IVR greetings in Spanish, Chinese, French, and more.
See Plans
NICE CXone
4.1
  • Automatic Callbacks Across Multiple Contact Centers & Departments
  • Out-of-the-box CRM Integrations with Existing Customer Data
  • Simplified Menu-driven Interface for Easy Updates
See Plans
Genesys
3.8
  • Verify Caller's Identity Automatically Reducing Customer Frustration
  • Secured Self-service Touch Tone Payment Transactions to Enhance Privacy
  • Visual IVR Touchscreen Navigation Available for Customer Convenience
See Plans
Talkdesk
3.5
  • Interactive Flow Designer Lets You Visualize IVR Flow Structure & Outcome
  • Out-of-the-box Components that Trigger Call Flow Actions such as Callbacks
  • Real-time Error Flagging, Advanced IVR Metrics and AI-driven Insights
See Plans
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What is IVR and How Does it Work?

Interactive Voice Response phone systems are software tools that interact with callers by collecting information and caller intent. The system then directs callers to the best agent or department to suit their needs.

IVR systems utilize either keypad presses or voice responses from callers to help connect them with their specific needs. These systems collect information such as who the caller is, the issue they are having, the product they have purchased, or the department they wish to speak to.

Just about everyone has dealt with IVR whether or not they realize it. Older systems would rely specifically on touch-tone keypresses, but cloud solutions have added intelligent voice recognition and even artificial intelligence.

The overall idea of an IVR is to make calls as easy, efficient and simple as possible for clients and agents alike. With a system like this one collecting information and directing calls, callers are directed to the specific department they need in a shorter amount of time, thus improving the customer experience.

These systems allow agents to handle the same issues from the same department, as opposed to forcing agents to master every single department and subject. Agents will provide better support and callers will receive the help they need with less hassle. Some of these solutions collect verification information or context, providing agents with crucial details to help solve inquiries faster.

An IVR essentially acts as a switchboard or a virtual receptionist for your business.

What To Look For in IVR Systems

Not all hosted IVR solutions are created equally, and not every single solution will contain the same features. Take a look below at some of the most critical aspects of an IVR system to better understand what your business should keep an eye out for when searching for a provider.

  • Natural Language Capabilities -
    Old school interactive voice response systems relied specifically on keypad presses, requesting callers to hit a specific button for the department they need or issue they are trying to resolve. Modern IVR technology now comes with Natural Language capabilities, enabling your system to listen to callers as they speak directly to the system. This helps provide a more natural experience for callers and lets your IVR system ask for more complex information that a keypress could not represent.
  • Inbound or Outbound Support -
    Hosted systems may lend themselves to inbound calling, but that isn’t necessarily the case. Some hosted IVR solutions can also work with outbound calls, providing personalized messages to callers and allowing them to interact with the system. IVR systems integrate with dialers and ACD systems to optimize wait times, and customer calls for omnichannel call centers. Finding the right tool only requires understanding the needs of your cloud contact center.
  • Self-Service IVR Options -
    Self-service goes hand in hand with automation. Your IVR must support self-service options to enable automated customer support. These self-service options will enable customers to interact with your system to solve issues without needing agent intervention, allowing agents to focus on more complex issues and enabling callers to receive the help they need on their own accord.

 

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