Vendor
Rank
Five9
#1
NICE inContact
#2
Genesys
#3
Aspect
#4
Plum Voice
#5
ChaseData
#6
VoiceGuide
#7
User Reviews
4.5
Read Reviews
4.4
Read Reviews
4.4
Read Reviews
0
No Reviews
5.0
Read Reviews
4.9
Read Reviews
0
No Reviews
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Provider Overview
Monthly Costs RangeRequires QuoteRequires Quote3 tiers, ranging from $69.99 - $129.99Requires QuoteRequires QuoteSmall Business $89, Professional $139, Enterprise $169VoiceGuide Personal $59/line, Professional $99/line, Enterprise $199/line, Professional+Dialer $249/line, Enterprise+Dialer $349/line
Requires Contract
No
No
No
Yes
No
No
No
Types of Call Center Solutions OfferedInbound, Outbound, BlendedInbound, Outbound, BlendedInbound, Outbound, BlendedInbound, Outbound, BlendedInbound, OutboundInbound, Outbound, BlendedInbound, Outbound
Customizable Plans
Yes
Yes
Yes
Yes
Yes
Yes
No
Setup Fee
Yes
Fees Vary
No
Free Setup
Yes
Varies By Plan
Yes
Varies By Plan
No
N/A
No
No
Number Port Fee
Yes
Yes
No
No
N/A
No
No
No
N/A
International Calling Options
Yes
Yes
Yes
No
Yes
Yes
No
Money Back Guarantee
No
N/A
No
N/A
No
N/A
No
N/A
No
N/A
Yes
Free Trial
No
N/A
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Available Features & Services
Automatic Callback
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Automatic Speech Recognition
Yes
Yes
Yes
Yes
Yes
Yes
Yes
ACD
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Call Queues
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Call Recording
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Cloud APIs
Yes
Yes
Yes
Yes
Yes
Yes
Yes
CRM Integration
Yes
Yes
Yes
Yes
Yes
Yes
Yes
CTA Screen Pop
Yes
Yes
Yes
Yes
No
No
Yes
Drag & Drop Configuration
Yes
Yes
Yes
Yes
Yes
No
Yes
IVR Scheduling
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Multiple Scripts
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Reporting & Analytics
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Self Service Support
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Skills Based Routing
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Survey Management
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Text-to-Speech
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Voicemail
Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Network
Number of Data CentersUnder 104414430N/A
Fully Redundant Network
Yes
Yes
Yes
Yes
Yes
Yes
No
Service Level Agreement
Yes
Yes
Yes
Yes
Yes
No
Yes
Uptime Guarantee
Yes
99.99%
Yes
99.99%
Yes
99.99%
Yes
100%
Yes
100%
Yes
99.99%
Yes
100%
Realtime System Status Monitoring
Yes
Yes
Yes
No
No
No
No
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Customer Support & Service
Hours of Operation24/7/36524/7 emergency care, 12p-5p standard customer care. Care plus increases to 24/7 customer care, plus a dedicated rep24/7/36524/7/365N/A8am to 6pm ESTN/A
Telephone Support
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Instant Chat
Yes
Yes
No
Yes
No
Yes
No
FAQs Section
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Online Ticket Submissions
Yes
No
Yes
Yes
Yes
Yes
Yes
In Person Training
Yes
Yes
Yes
Yes
No
No
No
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Requires Quote
4.5
Read Reviews
Get Quote
Requires Quote
4.4
Read Reviews
Get Quote
3 tiers, ranging from $69.99 - $129.99
4.4
Read Reviews
Get Quote
Requires Quote
0
Read Reviews
Get Quote
Requires Quote
5.0
Read Reviews
Get Quote
Small Business $89, Professional $139, Enterprise $169
4.9
Read Reviews
Get Quote
VoiceGuide Personal $59/line, Professional $99/line, Enterprise $199/line, Professional+Dialer $249/line, Enterprise+Dialer $349/line
0
Read Reviews
Get Quote

Call Center Software Reviews from Users:

  • I have utilized Five9 for the past 10...

    I have utilized Five9 for the past 10 years with 2 prior employers and recently acquired a call center for...

    - Randi R.
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  • Even though we're a small call center,...

    Even though we’re a small call center, Five9 provides the support and attention we need. The Five9...

    - Jake N.
    More Reviews
  • We switched to Five9 for our call...

    We switched to Five9 for our call center telephone needs and we couldn’t be happier! It gives us the...

    - Ricky W.
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What To Look For in IVR Providers

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.

1. 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 solutions now come 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 even lets your IVR system ask for more complex information that could not be represented by a keypress.

2. Inbound or Outbound Support

Hosted IVR systems may seem like they lend themselves to inbound calling specifically, but that isn’t necessarily the case. Some hosted IVR solutions can work with outbound calls as well, providing personalized messages to callers and providing them the opportunity to interact with the system.

3. Self-Service IVR Options

Self-service goes hand in hand with automation, and its critical that your IVR system supports self-service options to enable automated customer support. These self-service options will enable customers to interact with your IVR system to solve issues without the need for agent intervention, allowing agents to focus on more complex issues and enabling callers to receive the help they need on their own accord.

4. Integrations with CRM

Call Centers and CRM solutions go hand in hand, and so do IVR systems. When an IVR solution integrates with a CRM application, critical customer information and be automatically injected into the CRM, enabling much greater organization and saving agents time, allowing them to handle calls instead of inputting data.

5. Drag and Drop Configuration

IVR solutions can be rather complex, and it may seem like they could be impossible to setup. Try looking for a provider that offers drag and drop configuration. Instead of learning specific code or if-then statements, your IVR call center can setup a call flow and menu options for the system by simply dragging and dropping and linking together different aspects, visually.

Furthermore, you should take into account the size of your business. For example, if you need an IVR system for small business, you will need to consider one that is lower in price but still offers the features that you need.

IVR Features to Consider

Depending on the specific needs of your business, the features you will be searching for will of course differ. However, there are a few key functionalities that are critical to all IVR systems, and you should not invest in a system that does not offer these features.

1. Built in Automatic Speech Recognition

Automatic Speech Recognition is an impressive technology in its own right, and it stands as a strong compliment to any IVR system. ASR enables your IVR solution to identify words spoken by callers, in real time. The spoken word can even be translated into text for a full transcript of the conversation, to be provided to the agent when they answer a call. ASR enables your IVR to expand beyond simple keypress functions, and allows clients to almost have conversations  with the system.

2. Intuitive Script Designer

IVR systems must be given a script, so they know what to say and how to interact with callers. Some script designers can be clunky, confusing and just down right complex. You will want to find a provider that offers an intuitive script designer, one that is easy to grasp and puts the user experience at the forefront. This is where drag and drop configuration comes in, enabling your business to setup scripts in a matter of minutes.

3. Queue Callback

No one wants to have to sit with a phone next to their ear, waiting on hold for what feels like forever. Queue callback is a great feature that providers your callers with the option to have an agent call them back when their place in the queue is finally reached. This is a great quality of life improvement that can help lead to improved caller satisfaction.

4. Call Queues and Ring Groups

A critical aspect of IVR systems is how your agents and departments will be grouped together. Call queues help your business stay organized, by grouping callers into different queues for different departments or agents. Ring groups allow you to have multiple phones ring at once when one single number or extension is dialed, which enables your business to distribute incoming calls among different agents.

5. Skills-based Routing

Going even further beyond call queues and ring groups, skills-based routing enables your business to direct callers to the best agent for the inquiry, based specifically on that agent’s skill level. This way, expert agents can handle more complex issues. Callers will simply be directed to the best agent for their issue.

Final Thoughts

IVR systems have quickly become a must have for any small to medium business that is looking to optimize their call center operations. Generally, IVR systems will be offered by call center software providers, but that doesn’t mean all solutions are created equally. Try to search for an IVR system that integrates directly with your existing call center software. This well ensure setup is a breeze, and you do not run into any major issues down the road.

If your business is searching for a new call center platform, always ensure that an IVR is included within that solution. While callers may become frustrated with them, IVR systems are still an incredibly critical aspect of maintaining an organized, efficient and productive call center. It is easy to be swayed by the lowest price, or the longest feature list, but its more important to find exactly what your business needs, and a provider that can deliver that.

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