IVR Systems Buyer's Guide: Best IVR Solutions (2025)

• Research Methodology
• Best IVR Systems
• What is IVR?
• How IVR Works
• Benefits of IVR
• Challenges of IVR
• Essential Features
• Best Practices
• How to Choose
• Use Cases
• FAQs

Our Research Methodology

We hand tested top IVR systems in order to compare the most popular providers out there in the areas of usability, reliability, avdvanced features, and overall value. Our tests included building IVR call flows, accessing essential features like custom greetings, contacting customer support, and integrating third party apps.

Here are some other factors we took into account when comparing IVR (Interactive Voice Response) systems:

• Reliability: We evaluated network reliability, guaranteed uptime, redundancy measures, and failover capabilities to prevent downtime
• Security: We reviewed each provider’s available security features, such as data encryption, multi-factor authentication, and fraud detection. We also evaluated compliance with industry regulations like HIPAA and GDPR to ensure data protection and privacy
• Customer Support: We looked at customer support hours and communication channels, onboarding assistance, average response time, and available premium support packages for faster assistance
• Pricing and Plans: We considered each provider’s value per price point, scalable price tiers ideal for any budget, and if key features like multi-level IVR and call routing are included
• Included Features: We looked at advanced IVR capabilities like AI-powered voice recognition, natural language processing (NLP), self-service automation, and sentiment analysis

At-a-Glance Comparison of Best IVR Solutions

The Best IVR Systems for 2025

• Nextiva — Best all-in-one call center IVR solution
• Five9 — Best agent management features and IVAs
• Twilio — Best for developer-friendly IVR customization
• Dialpad — Best for AI-driven IVR and outbound call automation
• Genesys — Best customer journey management and AI chatbots
• NICE CXone — Best omnichannel self-service
• Plum Voice — Best for voice automation and IVR scripting
• 8x8 — Best for team collaboration
• Aircall — Best low-cost IVR for small businesses

Nextiva — Best All-in-one Call Center IVR Solution

Nextiva is an SMB friendly UCaaS and CCaaS provider combining telephony features with social media and review management capabilities. Nextiva is best known for its friendly and effective customer service, affordability, and reliable service.

Nextiva's IVR-powered call center software supports businesses with AI-driven call routing, omnichannel customer engagement, and automation. It integrates voice, SMS, chat, email, social media, and messaging apps like WhatsApp, ensuring seamless customer interactions.

The IVR system includes speech recognition, intelligent call routing, and self-service options to reduce agent workload.

What We Like

Nextiva's IVR platform stood out to us thanks to smart routing which is included in all plans and skills-based routing which is included in the Power Suite plan. We also liked Nextiva's omnichannel capabilities which allow users to build IVR flows across communication channels.

• AI-powered IVR and smart routing: Automate call distribution based on caller intent, past interactions, and real-time data
• Built-in CRM and customer journey mapping: Store caller history, ensuring personalized and context-aware interactions while complying to regulatory standards
• Omnichannel IVR capabilities: Supports voice, SMS, and chat-based IVR workflows to enhance self-service and give customers more options
• Rich automation tools: Workflow automation helps streamline customer support, reducing the need for manual agent intervention
• Advanced analytics and reporting: Tracks IVR performance, customer interactions, and drop-off rates for optimization

What to Know

• Pricing starts at $75 per agent per month
• The automation workflow can be tricky and requires training
• No free trial is available, they do provide a video demo

Cost

Nextiva has three pricing tiers starting at $75 per agent, per month. Usage-based and concurrent pricing models are also available. Choose from single-channel software with voice or digital, or an omnichannel infrastructure on the higher-tier plans. They do not offer a free trial, so be sure this is the right solution before you sign.

Read our review of Nextiva pricing and plans for more information.

Best For

• B2C companies: Nextiva's social media posting and reputation management features make it a great choice for B2C businesses trying to engage with customers on social channels
• Omnichhannel centers: Nextiva inlcudes SMS and email routing, allowing agents to switch between channels seamlessly
• Cost conscious companies: Nextiva's CCaaS platform starts at only $75 per agent, per month, making it one of the more affordable plans for SMBs

Five9 — Best Agent Management Features and IVAs

Five9 is a cloud-based contact center solution for inbound, outbound, and blended teams that need workflow automation and workforce management in addition to voice, chat and messaging service. Five9 offers 6 different types of automatic dialers, cal recording, interaction analytics, and more.

Five9's AI-driven IVR system leverages Intelligent Virtual Agents to automate customer interactions, reducing the need for live agents. Five9’s system provides natural language processing (NLP) for self-service and integrates with CRM platforms to personalize experiences and keep customers engaged and invested.

What We Like

What we liked most about Five9's IVR platform was how it helps companies lower wait times almost immediately by implementing self service options for customers. We also liked the advanced AI-powered capabilities such as predictive routing and sentiment analysis.

• AI-powered IVAs for self-service: IVAs handle routine and standard customer requests, reducing agent workload and freeing up agents for complex tasks
• Omnichannel IVR support: Includes voice, chat, SMS, and social messaging automation
• Predictive call routing: Use AI to route calls based on agent availability, skills, and customer intent
• Speech and sentiment analysis: Improve customer interactions by identifying key trends and emotions
• Seamless CRM integration: Connect with Salesforce, Zendesk, and other platforms for a unified customer experience

What to Know

• Requires customization to maximize value
• IVR scripting and configuration can be daunting for new users
• Higher-tier features will require additional fees

Cost

Five9 offers five plans starting at $119 monthly per user, with an annual commitment. Choose from digital-only, voice-only, and omnichannel options. While Five9 does not offer a free trial, it provides an app demo to get a feel for the user experience.

To learn more, see our review of all Five9 pricing.

Best For

• Sales teams: Five9 is great for sales teams and outbound call centers as it includes many option for automated dialing and outbound campaign management
• Companies that want to increase employee engagement: Five9 offers several tools for improving employee engagement such as gamification, agent assist, and real-time dashboards

Twilio — Best for Developer-Friendly IVR Customization

Twilio offers a flexible, API-driven IVR solution ideal for businesses needing custom IVR workflows and deep integrations. With Twilio Studio, users can design IVR flows using a drag-and-drop editor or code-based customization.

Twilio is a CPaaS provider, allowing users to build a completely custom communications system using APIs and integrations. Twilio Flex which is Twilio's flagship product combines the ease of an out-of-the-box communication system with the flexibility of pay-as-you-go pricing plans and custom integrations.

What We Like

What we love about Twilio is how flexible and customizable the platform is, allowing users to build omnichannel IVR flows from the ground up with triggers, commands, and conditions. Twilio's flexible pricing scheme also makes it easy to scale in both volume and features.

Other things we like about Twilio include:

• Highly customizable IVR: Build tailored voice and messaging workflows with Twilio Studio
• Pay-as-you-go pricing: No monthly fees—only pay for usage, making it cost-effective for startups
• Supports voice, SMS, and chatbot IVR: Multi-channel self-service options for modern customer engagement
• Advanced AI and speech recognition: Integrates with Google Dialogflow and IBM Watson for conversational AI
• Scalable for any business size: From startups to enterprises, Twilio can adapt to growing needs, it’s a very modular platform designed to grow with its users and their needs

What to Know

• Requires technical expertise or developer support
• Lacks built-in CRM or workforce management tools
• Pricing becomes expensive with high call volumes

Cost

Twilio offers pay-as-you-go pricing, so rates will vary by destination and length of calls. For example, US outbound calls start at just $0.013 per minute. Volume discounts are also available.

To learn more, see our review of Twilio pricing.

Best For

• Tech savvy companies: Companies with dedicated IT employees will love using the Twilio platform and tailoring it to fit the way that your business works exactly
• Low call volume companies: Twilio's pay-as-you-go plan is ideal for startups and other low call volume companies to save on communication costs

Dialpad — Best for AI-driven IVR and Outbound Call Automation

Dialpad’s AI-powered IVR enhances customer self-service, leverages automated call routing, and overall improves outbound sales efforts. Its voice recognition capabilities ensure accurate call handling, and real-time AI assist gives agents in-conversation suggested responses.

Dialpad’s all-in attitude towards AI makes it a forward-facing solution with all the bells and whistles (at an additional cost). Dialpad offers some of the most innovative AI-powered features including custom moments, sentiment analysis, keyword tracking, coaching moments, and more.

What We Like

Dialpad's IVR system stands out due to the sophistication of its AI-powered routing which is able to process natural language and respond via voice or text in natural language. We were also impressed with Dialpad's outbound IVR capabilities and CRM integrations.

• Real-time AI assistance: Live transcription and suggested responses improve customer service and increase first call resolution rates
• AI-powered IVR routing: Understands natural language requests to efficiently connect customers to the right agent
• Seamless CRM integration: Connects with Salesforce, HubSpot, and Microsoft Dynamics
• Outbound IVR automation: Automates customer follow-ups and reminders via voice or SMS
• Cloud-based scalability: Easy deployment for businesses of any size

What to Know

• Advanced AI features are only available in premium plans
• The IVR customization interface is less flexible than competitors like Twilio
• No built-in workforce management tools

Cost

Dialpad offers three plans from $80 to $150 monthly per user with an annual commitment. All plans include video meetings and let you choose from voice-only, voice plus one digital channel, or complete omnichannel cloud contact center.

See our detailed Dialpad pricing review for more info.

Best For

• Service teams: Dialpad's AI-powered coaching capabilities, CSAT scoring, and deep insights make it a great choice for customer service teams
• Teams trying to reduce AHT: Dialpad's smart call routing and automated transcriptions and call summaries make it a great platform for improvig productivity and decreasing AHT

Genesys — Best Customer Journey Management and AI chatbots

Genesys Cloud CX offers a feature-rich IVR system with AI-driven chatbots, intelligent routing, and self-service automation. It enhances customer journey management by analyzing interactions across all touchpoints to identify where your customers are most engaged and likely to reach you from.

With prices starting at only $75 per agent, per month, Genesys is also affordable for call centers of all sizes. An innovative AI token system allows companies to focus only on the advanced features they need such as predictive routing, native voice bots, and speech analytics.

What We Like

Genesys provides everything you need for implementing a dynamic self-service system with predictive routing, omnichannel support, and custom chatbots.

• AI-powered IVR with predictive routing: Uses machine learning to optimize call distribution
• Omnichannel support: Includes voice, chat, SMS, email, and social media integration
• Customizable self-service bots: Automate common queries with AI chatbots
• Advanced customer journey analytics: Tracks interactions for improved personalization
• Real-time performance monitoring: Provides actionable insights on IVR usage and efficiency

What to Know

• Higher-tier features (knowledge bases, live agent Co-Pilot) come at a premium cost
• Implementation is complex for businesses without dedicated IT teams

Cost

Genesys Cloud offers five plans that range from $75 to $155 monthly per user, with an annual commitment. They offer voice-only, digital-only, and omnichannel plans, plus a demo version to try everything out. AI and self-service virtual agents are available as add-ons.

For more information, check out our Genesys review.

Best For

• SMBs: Genesys has affordable pricing plans and all plans include essential features speech-enabled IVR and callbacks
• Growing companies: Genesys is a great platform for scaling as the AI experience tokens allow compnaies to experient with different advanced features such as Copilot, virtual supervisor, etc.

NICE — Best Omnichannel Self-service

NICE CXone provides a powerful IVR solution with AI-driven self-service and omnichannel engagement capabilities. Choose from digital-only and voice-only plans with core routing features, or add advanced tools like AI forecasting, agent performance insights, quality management tools, and omnichannel analytics.

Voice of the Customer (VoC) analytics capture sentiment across interactions, self-service, and IVR menu choices to provide a 360-degree view of customer experience.

What We Like

NICE CXone offers a number of different feature-bundled pricing options so companies can choose what advanced tools they want included speech analytics, sentiment tracking, virtual agents, and more. NICE CXone makes it easy to scale and add more AI-powered functionality as your company grows.

• AI-powered self-service IVR: Reduces agent workload by automating common customer requests
• Omnichannel capabilities: Supports voice, chat, SMS, and email IVR interactions
• Quality management tools: Speech analytics and sentiment tracking for customer experience improvements
• Predictive analytics for customer interactions: Optimizes IVR workflows based on historical data
• Workforce engagement management (WEM): Ensures optimal staffing for peak call times

What to Know

• Best suited for enterprises rather than small businesses
• Pricing is higher than some alternatives

Cost

NICE CXone offers seven plans ranging from $71 to $249 monthly per user with an annual commitment. Low-tier plans include voice-only, digital-only, and omnichannel options, while high-tier plans add advanced features like AI and the Enlighten suite.

For more information, check out our NICE pricing guide.

Best For

• Digital only teams: NICE CXone offers a very affordable digital-only platform with omnichannel routing and 30+ channels starting at just $71 per agent, per month
• Enterprises focused on improving CX: Upper tier NICE CXone pricing bundles allow users to capture VOC as part of IVR and quality workflows with AI-driven analytics and customer journey orchestration

Plum Voice — Best for Voice Automation and IVR Scripting

Plum Voice is a customizable, enterprise-grade IVR solution made for businesses that require advanced voice automation and flexible IVR scripting. What sets it apart is its AI-driven voice recognition, speech analytics, and PCI-compliant payment processing, oriented towards industries like finance, healthcare, and customer service.

With a focus on no-code and low-code development, Plum Voice enables companies to design and deploy interactive, customer-centric experiences without a learning curve. Plum Fuse allows users to build IVR systems using a low code or no code graphical user interface.

What We Like

Plum Fuse allows companies to build a bespoke IVR solution without any coding knowledge requirements. Plum Fuse's user friendly GUI allows for granular customization and offers over 35 prebuilt templates.

• No-Code and Low-Code IVR Development: Plum Voice offers an intuitive drag-and-drop builder, VoiceTrends, for designing call flows, along with API-driven IVR scripting for more complex automation
• Advanced Speech Recognition and NLP: Its AI-powered voice recognition supports natural language processing (NLP), for conversational speech instead of touch-tone input
• Omnichannel Self-Service Capabilities: In addition to voice IVR, Plum Voice integrates with SMS, chatbots, and digital channels, creating a universal self-service experience
• PCI-Compliant Voice Payments: A standout feature is its secure, automated payment processing, allowing customers to complete transactions through voice prompts without live agent intervention

What to Know

• Businesses that require deep customization will need coding knowledge for API integrations and IVR scripting
• Plum Voice does not offer public pricing, requiring businesses to request a custom quote based on usage and features
• Unlike competitors like Genesys or NICE CXone, Plum Voice does not have extensive AI chatbots

Cost

Plum Voice follows a custom pricing model, which varies based on your call volume, AI automation feature wishlist, and security needs. Businesses must contact Plum Voice for a personalized quote.

For more information, check out our Plum Voice pricing guide.

Best For

• Companies that need a custom IVR system: Plum Voice is a great platform for building a completely custom IVR solution from the ground up
• Companies that already have a business VoIP system: Plum Voice works as a standalone IVR system that can integrate with any third party communications platform

8x8 — Best for Team Collaboration

8x8’s IVR system combines intelligent call routing with team collaboration tools, making it ideal for internal communication and customer support teams. All plans include IVR, queueing, call recording, CRM integrations, analytics, and customer journey visibility.

Meetings have interactive features like polls and breakout rooms. Higher-tier plans add CX analytics and coaching support tools, with add-ons for auto dialer capabilities.

What We Like

8x8 is a sophisticated cloud communication system that combines IVR capabilities with highly reliable and secure VoIP service, AI-powered analytics, team chat, and robust video conferencing.

• AI-powered IVR with skills-based routing: Ensures customers connect with the most qualified agent.
• Multi-level IVR system: Customizable self-service menus let customers resolve their issues on their own schedule and keep call queues low
• Built-in video conferencing and messaging: Facilitates internal team collaboration and intradepartmental communication
• Real-time IVR analytics: Provides insights into call trends, agent productivity, and self-service performance

What to Know

• IVR design interface lacks a true no-code visual builder, requiring some technical setup
• Advanced analytics and omnichannel IVR features are available only on higher-tier plans
• Some users report occasional latency issues in international calls, depending on network conditions

Cost

8x8 offers two contact center plans as well as communication APIs. 8x8 does not publicize pricing options or a free trial for these plans, but they offer a demo video.

Check out our 8x8 pricing guide for more information.

Best For

• International enterprises: 8x8 is expensive compared to competitors but it offers a high level of call quality and includes unlimited international calling in over 40 countries
• Remote and hybrid teams: 8x8's robust video meetings solution includes whiteboarding, screen sharing and more, and its team chat platform allows for file and image sharing

Aircall — Best low-cost IVR for small businesses

Aircall is a user-friendly cloud-based IVR and phone system designed for small to mid-sized businesses. With affordable pricing and an intuitive interface, Aircall is an excellent choice for companies that need quick IVR setup without complex integrations.

It supports multi-level call routing, voicemail transcription, and AI-powered call analytics, making it a cost-effective solution for customer support teams. Accessible on desktop or mobile, Aircall has inbound and outbound tools to support a wide variety of use cases.

What We Like

What we liked most about Aircall was its affordable prices. Starting at just $30 per agent, per month, it offers some of the lowest prices in the IVR and CCaaS space while still providing solid service and innovative features.

• Simple & Fast IVR Setup: Aircall features an easy-to-use drag-and-drop IVR builder, allowing businesses to create and edit call flows quickly and intuitively
• Affordable Pricing for SMBs: Compared to enterprise IVR providers, Aircall offers budget-friendly pricing with transparent costs and no hidden fees
• AI-Driven Call Routing & Analytics: Smart call routing based on caller intent, time zones, and agent availability improves customer experience
• Seamless Integration with Business Apps: Connects with HubSpot, Salesforce, Zendesk, Slack, and more
• Mobile & Remote Work-Friendly: With mobile apps for iOS & Android, Aircall is ideal for teams working remotely or on the go

What to Know

• Aircall lacks AI chatbots, speech analytics, and deep automation tools found in enterprise IVR solutions
• International rates can add up quickly compared to providers like 8x8
• Large contact centers needing multi-channel IVR, AI-driven analytics, and workforce management may find Aircall too basic

Cost

Aircall offers three monthly plans ranging from $30 to over $50 per user. All plans include voice calling and SMS but lack some channels–like web chat, video, and social media messaging. The provider offers a seven-day free trial.

See our Aircall pricing guide for more information.

Best For

• Startups on a tight budget: Aircall has some of the lowest prices in the contact center software space but it still offers companies a solid IVR flow builder
• Blended centers: Aircall offers some great features for outbound call centers such as power dialer, voicemail drop, as well as advanced inbound features like mandatory call tagging and automated logging

What is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) is an automated VoIP phone system feature using pre-configured call menu prompts to collect customer input via touch-tone keypad or spoken responses, either connecting the caller to the best available live agent or resolving the issue without a representative.

IVR, sometimes called a virtual receptionist, enables 24/7/365 customer self-service, improves call center efficiency, and frees up agents by eliminating manual call management.

Single or multi-level IVR auto attendants automate routine business processes like customer data collection and basic customer service requests.

If the caller’s issue requires live agent assistance, IVR ensures customers connect only to fully-prepared, qualified representatives that can review their IVR input before accepting the call.

IVR generally offers the following capabilities:

• Answering calls
• Presenting options via voice or keypad menus
• Capturing and analyzing keypad or voice input
• Routing to agents or systems based on predetermined conditions and triggers

• AI-powered predictive call routing
• Automated call tagging and logging
• Offering queue call backs
• Self-service tools such as chatbots and voice bots
• Natural language processing and speech analytics
• Sentiment analysis
• Real-time analytics

How IVR Works

IVR works by evaluating customer responses to call menu prompts and then automatically guiding callers through custom call flow paths based on their answers.

The step-by-step IVR call management process is:

Step One: Call Flow Configuration

A call flow is a predetermined path that callers are guided through based on their responses to custom IVR call menu prompts. Call flows quickly connect callers to the best available agent or the ideal call queue, ring group, department, voicemail box, or IVR sub-menu.

Admins can customize call flows via call routing, business hours, or according to real-time call center activity.

Step Two: Collecting Customer Input

When a customer places an inbound call to your business, the IVR system automatically plays the greeting and begins collecting customer responses. Customers can respond to IVR prompts via touch tone responses or verbally spoken responses.

Step Three: Analyzing Customer IVR Input

The IVR system then analyzes customer responses and follows preset call flow paths to route the caller to the ideal destination.

IVR processes touch tone responses using dial tone pitch recognition and can evaluate spoken responses using Natural Language Processing (NLP) and keyword analysis.

Step Four: Automatic Call Distribution

Once the IVR system determines where the call should be sent, it initiates the Automatic Call Distribution (ACD) process. ACD automatically sends callers to their ideal destination or places them in the correct queues/call flow paths without needing manual call transfers from a live agent.

Step Five: Resolving the Customer Interaction

Once the call is sent to the ideal destination, customers can resolve their issues entirely, either with automated virtual agents or by speaking to a live representative.

If no agent is available to take the call, the IVR system can:

• Send the caller back to the main IVR menu or to voicemail
• Forward the call to another call queue, phone number, agent, or call flow path
• Let the customer schedule an automated callback

Benefits of IVR

IVR allows companies to offer 24/7 customer service while diagnosing issues and bottlenecks quickly. IVR also boosts customer retention rates, can increase upselling and cross-selling opportunities, and simplifies the expensive, time-consuming refund process to be more cost-effective.

Happier, More Prepared Live Agents

Agents can review all customer IVR input before accepting the live call. Thanks to IVR, agents can review customer account records, CRM data, conversation history, and relevant knowledge base data. An agent can transfer the call to another, more qualified live representative if necessary. IVR platforms enhanced with AI conduct real-time customer sentiment analysis provide automated Agent Assist CTI screen pops from internal wikis.

IVR also keeps more live agents available to place outbound sales calls and prioritize VIP/high-priority customer service needs. All these improvements increase employee engagement and decrease turnover rates as disengaged agents are 84% more likely to look for a different job.[*]

Increased Call Center Efficiency

89% of customers say they expect companies to have self-service options.[*] IVR provides on-demand, 24/7/365 customer self-service, allowing callers to reach out on their own schedules instead of being limited to standard business hours.

IVR also shortens Average Handle Time (AHT) by eliminating/decreasing customer hold times, giving agents instant access to essential interaction data, and creating a more efficient call queue process with estimated wait times and the option to schedule an automated callback

Cost Savings

Some IVR systems include advanced security features like voice recognition, account passwords, and biometric data to ensure sensitive customer information is protected and costly data breaches are avoided.

Additionally, IVR dramatically increases First Call Resolution (FCR) rates by automating the majority of customer service interactions and connecting callers to the most qualified available agent without endless call transfers. IVR’s FCR rates are amongst the highest among all contact channels at 74%.[*]

Finally, IVR eliminates the need to hire additional agents and decreases the average cost per call. It also eliminates the need for additional on-premises hardware, and is accessible on desktop and mobile devices (as well as compatible VoIP phones.) IVR technology can reduce customer service costs by up to 30%.[*]

Challenges and Limitations of IVR

IVR systems are able to automate call answering and routing, and can often even handle answering questions and performing simple processes, relieving pressure on agents, reducing call waiting times, and improving overall customer experience. There are, however, some limitations of IVR and some challenges to implementing an IVR system that you should be aware of.

Those challenges include:

• Lack of human touch: Some customers become aggravated when they are anticipating speaking with a human and end up hearing a list of menu options. Make sure to offer a pathway to speak to a live agent in order to keep those customers happy
• Complex menus: Long menus or multiple levels may seem like they offer more organization but they can be frustrating and confusing for customers. Do not have more than two menus for customers to list to and keep option descriptions short
• Speech recognition errors: AI is getting more accurate all the time but there is always a possibility of speech recognition errors especially if a customer has an accent or speech impediment. Offering a keypad option will solve this problem
• High abandonment rates: Implementing an IVR system may result in a temporary spike of abandoned calls due to customers being caught off guard or glitches in IVR call flows. After a few weeks this should normalize as IVR menus are tweaked and customers become more familiar with them
• Maintenance and setup costs: IVR systems can be expensive and they take some dedicated time for set up and employee onboarding. IVR menus will also have to be updated regularly. In the long run, however, a successful IVR system will save your business money by improving the productivity and effectiveness of agents

Essential Features of an IVR System

The best IVR systems go beyond basic call routing, offering advanced features like intelligent call distribution, real-time agent assistance, and seamless CRM integrations. Below are the key IVR system features that help businesses create a more efficient and customer-friendly call-handling process.

• Custom Greetings: Use text-to-speech or record and upload IVR scripts and menu prompts (some providers offer professional recording services)
• Drag-and-Drop Call Flow Design: Intuitive, easy-to-use call flow design tool with a drag-and-drop interface lets admins create and edit custom business rules and routing strategies, set the maximum number of rings/transfers, set maximum hold/wait times, and add/edit call groups
• Call Forwarding: If an agent doesn’t answer at their primary phone number, call forwarding automatically sends incoming calls to additional agent phone numbers/extensions/devices without disconnecting the caller–ideal for mobile and remote teams
• Call Routing: Choose from a variety of call routing strategies like skills-based routing, time-based routing, priority routing, relationship-based routing, list-based routing, round robin routing, intelligent call routing, language-based routing, and more
• Call Transfer: Manual/automatic cold (immediate) or warm transfers (the first agent gives the new agent essential information about the call before completing the call transfer)
• Call Queueing: If all agents are busy, customers are transferred to call queues and provided with estimated wait times, real-time call queue position updates, hold music, and/or custom announcements until connected to a support team member
• Ring Groups: Custom agent groups (by department, skillset, schedule, etc.) receive inbound calls via sequential ringing (list-based routing) or simultaneous ringing (all phone numbers in the call group ring at the same time, the first agent to answer gets the call.) Ideal for increasing first call resolution rates and eliminating hold times
• Call Scripting/Internal Wikis: Create custom agent call scripts and canned responses and set trigger rules for real-time, in-call Agent Assistance. Create searchable internal wikis for agents–databases containing information about company products/services, policies, escalation matrixes, etc.
• Automated Callbacks: Instead of waiting on hold or in a call queue, customers can schedule an automated callback to receive a call from a qualified representative at their chosen date/time (callbacks are automatically placed in outbound agent call queues)
• CRM Integrations: Live CTI CRM screen pops automatically display integrated CRM data like agent notes, interaction history, order/account information, account value, etc.
• Call Recording+Transcription: On-demand or automatic call recording with pause-resume recording to protect sensitive client data, plus searchable recording transcripts ideal for evaluating call center agent performance and identifying customer service trends
• Outbound IVR: Automatically place outbound calls that play pre-recorded messages (voicemail drop), send alerts/appointment reminders/billing reminders, etc. Ideal for customer surveys, political campaigns, nonprofits, etc.

IVR Best Practices

A well-designed IVR system enhances customer satisfaction by providing quick and efficient call handling. However, a poorly structured IVR can frustrate callers and lead to abandoned calls. To maximize its effectiveness, businesses should focus on keeping call menus concise, offering a direct path to live agents, and continuously refining IVR workflows based on real-time analytics. Below are some best practices to ensure your IVR system provides a seamless and user-friendly experience.

• Keep call menus short and simple: Avoid lengthy IVR greetings (aim for under 1 minute), directing callers to IVR sub-menus instead. Your initial IVR call menu should only include essential information like language options, business hours/location, and easy-to-follow prompts free from business jargon
• Offer a live agent connection: Always give customers the option to speak to a live human agent at any point during the IVR process (by pressing a button or saying “agent”)
• Review IVR analytics and recordings: Frequently listen to call recordings and generate reports to identify less successful call menu options and roadblocks, popular topics, missed call ratios and customer hangups,  customer journey trends, popular call times, effective routing strategies and call groups, etc.
• Edit call flow paths: Edit and optimize IVR call paths–especially in real-time–according to current call volumes, specific incidents, available number of agents, etc.
• Consider outbound IVR: Outbound IVR is ideal for sales teams, improved lead list penetration, mass customer alerts, automated callbacks, and voicemail drops (when paired with outbound auto dialers)

How to Choose an IVR System

In order to choose the best available IVR application for your team, customers, and overall business needs, you'll need to clearly define your business goals and then research providers that fit into your budget looking specifically for the features you need and the level of call quality and security you require. The following guidelines will help you find the best solution for your company.

Define Business Needs and Goals

Determine what you need your IVR system to do. Common use cases include automating customer service interactions, and connecting users to personnel to resolve high-level issues. If your company is small, has low call volume, or operates mainly out of a brick and mortar location, you may not need complex IVR flows, and a simple solution with greetings, menus and call routing will do.

You will also want to consider the level of customization you will require for your IVR system and whether your team will need a low-code or no-code platform for building flows. Finally, you will also want to choose a provider that can scale with you if your needs change or your business grows.

Consider Pricing+Value

Set a budget according to your desired number of users and included features. Consider cost savings associated with annual vs monthly payment options, volume discounts, available add-ons (IVAs, chatbots, etc.), scalability, and contract lengths. Most providers offer various pricing tiers with increasing number of features. Some providers include higher levels of security in higher tiers or more customer support channels.

You will want to compare not only the lowest price of each provider but what is included in each tier and whether there are any additional fees you will incur in pursuing all the features and benefits that you need.

Review Features + Compatible Integrations

You will want to ensure that your IVR system is compatible with the tools your company is already using. Look for APIs and integrations with existing hardware and third-party business software such as video conferencing applications, team collaboration tools, CRM platforms, etc. that your business uses.

When it comes to features, it is helpful to make a list of the features that you need to reach your goals and another list for those features that you would like to have if they fit in your budget.

Features to look for include:

• Queue call back
• Call recorded
• Automated call tagging
• IVR analytics
• Custom greetings
• Natural language processing
• Virtual agents
• Multiple menus/levels
• No-code flow builder

Evaluate Provider Security+Support

After you've narrowed down your list of providers, you will want to ensure the solutions offer a high level of call quality, reliability and security. For businesses in the healthcare or financial sectors, you may require additional levels of security such as HIPAA compliance.

Look for IVR systems with a 99.9% minimum uptime guarantee, PCI and GDPR compliance, and call encryption. Prioritize providers with 24/7 customer service across multiple customer support channels (voice calling, email, live chat, etc.)

Some other security features to look for:

• Single sign on (SSO)
• two factor of multi-factor authentication (2FA or MFA)
• Multiple global points of presence (POPs)
• Firewalls
• End-to-end encryption (E2EE)
• Redundancy and failover plans
• Service level agreement (SLAs)

Request A Demo

When you've finally narrowed your list down to one or two providers, it's time to request a free trial or demo. A hands-on experience will give you an understanding of the platform’s ease of use, learning curve, feature quality, and overall functionality and reliability. Some providers offer 7, 14, or even 30 day free trials. Use this time to make sure your team is comfortable building IVR flows, answering calls from the queue, and operating other features such as call recording, screen pops, AI assist, etc.

IVR Use Cases by Industry

IVR has a wide variety of use cases, offering benefits to customers and small businesses in remote and in-person workplaces in industries like:

Popular IVR use cases by industry include:

• Healthcare: Appointment management, billing and health insurance, completing patient forms, vaccination and prescription management, HIPAA-compliant medical record management, healthcare staff scheduling, outbound healthcare alerts. IVR market value in the healthcare industry alone is expected to grow to $6.7 billion by 2026.[*]
• Banking and Financial: Account balance updates, suspicious activity/fraud alerts, card activation, credit card statements and billing, debt collection, etc.
• Education: Outbound campus alerts, online and in-person enrollment, tuition payment collection/reminders, admissions and application management, faculty scheduling, classroom attendance and grade submissions, test results, etc. Adoption of IVR in the education sector is expected to reach $6.73 billion by 2030.[*]
• Software/Tech: automated and live agent IT support and customer service, system-wide server alerts, product registration
• Retail: Order confirmation and tracking, delivery management, sales and promo alerts, customer service, brick-and-mortar shop location/hours, subscription management, refund/return management, etc.
• Service Providers: Appointment management, customer survey and review collection, service renewal or maintenance service reminders, update contact information, field service management, etc.

FAQs

We’ve answered the top IVR FAQs below.