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More Details
Editors' Choice
  • 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
4.3
39 Reviews
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Top Picks
  • Integrate Your Data Sources and Business Processes to the IVR using APIs
  • Optimize Your IVR in Real-time with AI to Tailor The Caller Experience
  • Autopilot Platform to Build Voice Assistant Guides for Self-service
  • Omni-channel, Contextual Conversations in a Single Interface.
4.7
15 Reviews
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Best Value
  • Conversational AI automated call routing
  • Machine Learning improves your system with every call
  • Natural Language call steering, queue callback, IVR payments
4.6
3179 Reviews
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  • 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.
4.6
264 Reviews
  • 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
4.2
53 Reviews
  • Automatic Callbacks Across Multiple Contact Centers & Departments
  • Out-of-the-box CRM Integrations with Existing Customer Data
  • Simplified Menu-driven Interface for Easy Updates
4.3
57 Reviews
  • Latest Text-to-Speech and Advanced Speech Recognition Technology
  • Purpose-built For Voice Using Tier 1 Telecom and End-to-end Redundancy
  • 100% Uptime Guarantee in Service Level Agreements (SLAs)
5.0
1 Reviews
  • Built in reporting and analytics tools to analyze the customer journey
  • Build or edit any IVR path using a graphical, intuitive drag-and-drop
  • Intelligently route calls to the most qualified agent
4.3
742 Reviews
  • Direct callers to separate, specialized teams within a department
  • Choose from a curated selection of waiting music or upload your own
  • Set business hours and create customized ring groups
4.2
22 Reviews
Five9
4.3
Editors' Choice
  • 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
Twilio
4.7
Top Picks
  • Integrate Your Data Sources and Business Processes to the IVR using APIs
  • Optimize Your IVR in Real-time with AI to Tailor The Caller Experience
  • Autopilot Platform to Build Voice Assistant Guides for Self-service
  • Omni-channel, Contextual Conversations in a Single Interface.
Nextiva
4.6
Best Value
  • Conversational AI automated call routing
  • Machine Learning improves your system with every call
  • Natural Language call steering, queue callback, IVR payments
Dialpad
4.6
  • 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.
Genesys
4.2
  • 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
NICE CXone
4.3
  • Automatic Callbacks Across Multiple Contact Centers & Departments
  • Out-of-the-box CRM Integrations with Existing Customer Data
  • Simplified Menu-driven Interface for Easy Updates
Plum Voice
5.0
  • Latest Text-to-Speech and Advanced Speech Recognition Technology
  • Purpose-built For Voice Using Tier 1 Telecom and End-to-end Redundancy
  • 100% Uptime Guarantee in Service Level Agreements (SLAs)
8x8 Inc.
4.3
  • Built in reporting and analytics tools to analyze the customer journey
  • Build or edit any IVR path using a graphical, intuitive drag-and-drop
  • Intelligently route calls to the most qualified agent
Aircall
4.2
  • Direct callers to separate, specialized teams within a department
  • Choose from a curated selection of waiting music or upload your own
  • Set business hours and create customized ring groups

IVR Reviews From Our Community

  • Fred P.
    June 17, 2024
    5.0
    I have been using 8x8 for over a year now and I dont have a single complatint. The service just plain works. I have only had to call support on a very minor ...
  • Hayley H.
    June 12, 2024
    5.0
    8x8 is an excellent software to use for your offices phone calls and faxes. Their tech support team is extremely helpful and their software works very well. ...
  • Luis B.
    June 04, 2024
    4.5
    It's a great service provider, they usually answer quick and have a good security system. If any of the lines has problems, they fix them right away...
  • Jake C.'s review for Nextiva
    Jake C.
    May 24, 2024
    5.0
    Nextiva has been amazing to get set up and start using, and it offers all the features we need with upfront transparent pricing. Can't say enough...

The purpose of IVR is to automatically collect essential caller data, provide basic customer support, and/or route callers to the appropriate department without involving a live agent or requiring a live representative to manage calls manually.


IVR is designed to provide 24/7 customer self-service options, increase first call resolution rates, lower customer hold times, improve customer satisfaction, and boost call center productivity.

IVR is used within a variety of industries and for many different reasons, such as: 

  • By call centers and contact centers to provide customer service or accept sales 

  • By debt collectors and banks to accept payments over the phone

  • By retailers to accept orders or provide order updates 

  • By service providers to schedule and manage appointments 

  • By brick-and-mortar stores or other spaces to provide location and hours information

IVR systems costs vary greatly depending on whether you’re purchasing a standalone IVR software, or if you’re purchasing call center or contact center software that includes IVR as a feature. 


Call and contact centers with IVR as a feature can range in price from $20.00/user per month to $150.00+/user per month depending on additional features and the specific provider. 


IVR solutions on their own can range in price from $800.00+ for one hosted phone line to $1,500 and up for an in-house line.

IVR call flow is a predetermined call forwarding and routing path that automatically directs callers to relevant, available agents based on the caller’s responses to pre-recorded IVR prompts. 


For example, IVR call flow ensures that callers with questions about their account statement are directed to the billing department, and not the sales or HR department.

There are several possible call path options if there is not an available agent to assist a caller. 


Admins can set the call flow to automatically end the call with a message like, “There are no available representatives to take your call. Please hang up and try your call again later, goodbye.” 


But simply ending the call is, of course, not preferable if other options are available. 


Admins may opt to have unanswered calls automatically forwarded to voice mailboxes, forwarded to another agent, or even forwarded back to the main IVR menu for additional options.

The difference between IVR and IVA is that IVR is limited to voice calling and usually directs callers to a live agent or provides only basic automated customer support, whereas IVA is an omnichannel Intelligent Virtual Agent that uses machine learning, AI, and NLU to automate complex support requests from start-to-finish.


Instantly compare call center software.

Bottom line quotes from vetted providers.

“GetVoIP’s comparison guides made it easy to summarize services and make an informed and cost-effective decision.”

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Richard J.
Founder & CEO, Fanology Social
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