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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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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
3177 Reviews
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Top Picks
  • 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
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  • 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
  • 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
738 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
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
Top Picks
  • 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.
Twilio
4.7
  • 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.
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

  • Tia H.'s review for 8x8 Inc.
    Tia H.
    May 20, 2024
    5.0
    8x8 seamlessly integrated with our CRM and the support was so patient and diligent in walking us through all the new compliance requirements for SMS...
  • Hollie M.
    May 20, 2024
    4.9
    It was a huge undertaking to switch but they made it as easy as could be. When we ran into a hitch, their support was amazing. I couldn't ask for more and...
  • Thomas V.'s review for 8x8 Inc.
    Thomas V.
    May 20, 2024
    1.9
    The actual service is stable and uptime is good. That is where the good ends. 8x8 ownership is only focused on profit and will nickel & dime you for...
  • Kenyon C.
    May 20, 2024
    3.4
    I always have a difficult time reaching a live person for technical support and the online AI support has never been helpful. Once you reach a support tech...

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.

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Richard J.
Founder & CEO, Fanology Social
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