In today’s fast-paced business environment, delays are not an option. With rapid communication methods and instant information access, customers expect immediate responses. Implementing IVR software ensures your customers aren’t left waiting.
If you use IVR software, your customers will not be the ones waiting. By using the top IVR systems, you can make customers happier and clear up time for your agents to focus on more challenging issues rather than hastily addressing various questions.
What is IVR software?
Interactive Voice Response (IVR) is a technology that provides callers with a menu of options. They can select by voice or by entering a number on the phone’s number pad. These systems can have one or more menu options.
How does IVR software work?
When used correctly, IVR software can be a real help to businesses that may be facing surges of calls (or simply have lots of calls to handle daily). But how exactly can it be helpful?
- Save agent time: By potentially answering questions early, agents have their time saved. Plus, the system can help guarantee that customers are sent to the right agents.
- Route calls correctly: As we hinted above, by asking clients what they need, you can be confident that they will reach the human assistants. This is so much more efficient than playing a game of call transfer.
- Provide new information: Have you recently changed your hours or started a new sale? Perhaps you have opened a new location. Either way, you can use interactive voice response to ensure callers know that information.
- Receive payment for bills: If a customer is just trying to pay their bill, they can use the IVR menu to input payment information instead of speaking with someone.
The list of 10 best IVR systems
Based on our criteria, these are the best service providers we found for your perusal and consideration:
- MightyCall – best solution all around
- Twilio – best for price flexibility
- NICE – best for AI coaching
- CallHippo – best for powerful features
- Genesys – best for optional AI
- Talkdesk – best for sleek appearance
- CloudTalk – best for international companies
- Dialpad – best for AI integration
- GoTo – best for experience in the business
- Aircall – best for feature flexibility
- Nextiva – best for AI automation
- JustCall -best for remote agent integration
Top IVR software: Comparison
| Name | Lowest Price | Is IVR available on the starting tier? | Key Features |
|---|---|---|---|
| MightyCall | $15 | Yes | Ring groups, call monitoring |
| Twilio | Pay for what you use | N/A | Cross-channel conversations |
| Nice | Pay for what you use | N/A | Robotic Process Automation |
| CallHippo | $32 | No | IVR routing |
| Genesys | $75 | Yes | Callback |
| TalkDesk | $85 | Yes | Virtual Agent |
| CloudTalk | $19 | Some features | Automated call distribution |
| Dialpad | $15 | Yes | Action item capture |
| GoTo | $12 | Yes | Dial plan editor |
| Aircall | $30 | Yes | Simultaneous outbound calls |
| Nextiva | $20 | N/A | AI integration |
| JustCall | $29 | Only single-level | Call routing |
12 best IVR service providers: An Overview
MightyCall
MightyCall is a well-rounded, premium IVR service provider. It removes all the extra fluff and provides users with cloud-based tools to efficiently reach customers and organize incoming calls.
Why we picked it
MightyCall recently expanded its operations to focus on call centers, and a strong IVR platform plays an important role in this. This, in turn, led to the introduction of some exciting new features and the reinforcement of older, trusted ones. This resulted in creating a valuable and trustworthy package for businesses of all sizes, making it one of the most popular IVR solutions on our list.
Best for
MightyCall is generally best for SMBs to call centers.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated:
- Core: $15
- Pro: $23
- Power: $30
- Enterprise: Volume discounts available
Features
Pros & Cons
| Pros | Cons |
|---|---|
| Detailed call routing possibilities allow true flexibility | No video conferencing features |
| Allows for multi-lingual IVR support | No fax |
| Queue callback makes life easier for your agents |
User reviews
G2: 4.5/5
Commenters pointed to the easy-to-use multi-level IVR.
schedule your personalized demo with our amazing team
Twilio
Second on our list is Twilio, which is unique in that it uses a pay-for-what-you-use method. As a result, it is built around offering many separate pieces you assemble yourself.
Why we picked it
Twilio is unique and deserves to be considered one of the best IVR systems on this list because it attempts to do something different. It may not be best for those who want a simple package, but it’s worth looking into.
Best for
Twilio is generally best for solopreneurs and small businesses.
Pricing
Unless otherwise stated, all prices shown are per/user per month, paid yearly. Twilio’s pricing is based on what you use, so all pieces are priced separately. For more, check out their website or contact their sales department. However, they have put together some packages.
Features
- SMS texting
- Archive conversations
- Verification (anti-bot software)
- Automated software
Pros & Cons
| Pros | Cons |
|---|---|
| Maximum flexibility offered by customization | The level of customization can be daunting for those who are less tech-friendly |
| Bot detection – a helpful tool in modern times | Putting separate pieces together means you may spend more than you realize |
| The level of customization – including code verification – unique to Twilio |
User reviews
Commenters liked the customization but had concerns over customer support.
NICE
Nice is one of the few IVR vendors who has jumped aboard the AI train. So much so that their sales pitch is based on the fact that they offer it. With AI, agents can receive real-time coaching and help address customer complaints.
Why we picked it
Nice’s AI is something others do not offer. While it may be a bit too early to rely on AI completely, they offer an interesting proposition and one worth looking into. Especially if you have just hired many new hands who may need extra support.
Best for
Nice is best for burgeoning call centers.
Pricing
- Essential Suite: $135 per user per month
- Core Suite: $169 per user per month
- Complete Suite: $209 per user per month
Features
- CX data
- AI help
- UCaaS integrations
Pros & Cons
| Pros | Cons |
|---|---|
| AI is helpful for new employees | Extremely complex service; they even offer a whitepaper to help you understand it |
| Clean looking interface | Vague pricing may be off-putting to those who want a straight answer |
| Clearly, a lot of thought has been put into the product; nothing slap-dash |
User reviews
Commenters liked the AI support.
CallHippo
CallHippo has pricing plans for call centers and smaller offices (like MightyCall) and is a relatively solid, well-rounded company. Although some key features (as we will discuss) are only available on higher tiers, they are still worth a look as they offer some powerful features.
Why we picked it
CallHippo has extensive experience in this sector and is, of course, an IVR system provider. Its dual offering of office-level technology and tech for call centers is helpful for businesses that want to provide customer support based on customer needs.
Best for
It depends on what you are looking for, but CallHippo is generally better for larger offices or smaller call centers.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated, for their Call Center Solutions:
- Bronze: $32
- Silver: $40
- Platinum: $48
Features
- DID group
- Embedded Dialer integration
- Live Call
Pros & Cons
| Pros | Cons |
|---|---|
| Call forwarding is available on the free tier | IVR is not available on the lowest tiers |
| Call tagging helps organize old calls | A multi-level menu tree is only available on the absolute highest tier |
| Can forward calls to multiple devices in order to not miss key ones |
User reviews
Commenters approved of the audio quality.
Genesys
Genesys, like Nice, offers AI. However, while Nice effectively integrated it into all of its plans, Genesys offers it on the side. While this makes it more expensive, it also makes it easier for folks who want a simpler plan.
Why we picked it
Genesys offers the best of both worlds: simple IVR solutions for those who want straightforward help and complex AI opportunities for those who want to be at the cutting edge. This makes them rather unique and worth a look.
Best for
Genesys is better for larger call centers.
Pricing
Unless otherwise stated, all prices shown are per/user per month, paid yearly.
- Cloud CX 1 (Voice): $75
- Cloud CX 2 (Digital + Voice): $115
- Cloud CX 3 (Digital + WEM): $155
- Cloud CX 3 (Digital + WEM + Voice+ AI): $240
Features
- Inbound Voice Routing
- Callback (Software and Web)
- Inbound/Outbound Blending
Pros & Cons
| Pros | Cons |
|---|---|
| Basic IVR system functionality is available on the lowest tier | Extremely complex plans and options |
| For those who know what they want, a plethora of options | All tiers are more expensive than most competitors |
| Speech-enabled IVR service available |
User reviews
Reviewers were very pleased with the quality of the software, though others complained about higher costs.
TalkDesk
TalkDesk has also entered the AI space by offering an AI-powered cloud contact center platform. This platform has cutting-edge technology; however, the software is extremely expensive, like Genesys. Is it one of the best IVR solutions? Let’s see how it compares.
Why we picked it
TalkDesk offers modern technology in a sleek, well-organized package. There is no reason you should not consider it for your business, provided you have the funding for it.
Best for
Like Genesys, TalkDesk is better for larger call centers.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated:
- CX Cloud Essentials: $85
- CX Cloud Voice Essentials: $105
- CX Cloud Elite: $165
- Experience Clouds: Several Packages
Features
- Voice Engagement
- Studio and Routing
- AI Trainer
Pros & Cons
| Pros | Cons |
|---|---|
| All major interactive voice response features are available in lower tiers | AI is integrated into software, whether you want it or not |
| The lowest tier is packed with features | Very expensive |
| AI is available on the lowest tier |
User reviews
Reviewers loved that it was simple to use once set up. However, it’s noted that the setup process was complicated.
CloudTalk
CloudTalk is another solution that offers AI-powered tools and a variety of classic and unique VoIP features.
Why we picked it
CloudTalk offers many features, but they are unique because they have the largest international numbers available. It’s great for companies that want to stretch overseas or across borders.
Best for
CloudTalk is best for large international call centers.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated:
- Lite: $19
- Essential: $29
- Expert: $49
- Custom: Contact them
Features
- Wallboards
- Smart queueing
- Skill-based routing
Pros & Cons
| Pros | Cons |
|---|---|
| Tools like skill-based routing help clear up clogs/reduce transfers | Unlimited concurrent calls only on the highest plan |
| Automated call distribution is available in the lowest tier | Some users indicate that setting up IVR is difficult |
| Mobile numbers are available for over 160 countries |
User reviews
Reviewers like the amount of features, but IVR reviews were so-so.
Dialpad
Dialpad is a VoIP company renowned for its ease of use and long experience connecting businesses with their customers.
Why we picked it
Like many others on our list, Dialpad has also adopted AI and has managed to integrate it well into their systems. Using their tools, you can have powerful options for reaching your clientele.
Best for
Dialpad is best for SMBs to call centers.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated:
- Standard: $15
- Pro: $25
- Enterprise: Contact them
Features
- AI Recap
- Action item capture
- Global SMS capabilities
Pros & Cons
| Pros | Cons |
|---|---|
| Live agent support is helpful in crunch situations | Perfect uptime only guaranteed on the most expensive plan |
| AI is useful and not simply slapped on | Unlimited ring groups are only available on the highest custom plan |
| Support is available for up to 10 office locations |
User reviews
Commenters liked how smooth the service works (few hangups), but some reported glitches, such as automatic switching to DND during a call.
GoTo
GoTo has extensive experience with VoIP and meeting technology (you may recall their commercials from the 2000s). As they were once known as GoToMeeting, you may have guessed that they prioritize audio and visual meetings.
Why we picked it
Their experience with meetings alone makes them worth being on our best IVR providers list. However, the fact that they are an older company that has also managed to modernize successfully also makes them stand out.
Best for
GoTo is best for smaller businesses.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated:
- Professional: $12
- Business: $16
- Enterprise: Get a quote
Features
- Desk phone compatibility
- Dial Plan Editor
- Call-routing scheduling
Pros & Cons
| Pros | Cons |
|---|---|
| The ability to seamlessly switch from chat to call is unique | Connection issues are particularly problematic for a visually-based service |
| Focus on video calling is helpful for companies desiring a face-to-face touch | Support service has been noted as poor |
| Ease of use | |
| Great security features ensure safe and private conversations |
User reviews
Poor support confused some users, but the easy-to-use interface received strong commendations.
Aircall
We’re almost at the end of our list! Next is Aircall on your quest to find the best IVR software.
Why we picked it
Among all of the options on our list, Aircall particularly focuses on flexibility, which they use to great effect regarding features like simultaneous outbound calls.
Best for
Aircall is best for call centers.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated:
- Essentials: $30
- Professional: $50
- Custom: Call for details
Features
- Power dialer
- Mandatory call tagging
- Que callback
Pros & Cons
Pros & Cons
| Pros | Cons |
|---|---|
| High level of integrations | Definitely one of the pricier options |
| IVR is available on the lowest tier | Call analytics mostly goes back only six months |
| Unlimited simultaneous outbound calls great for larger call centers | |
| User-friendly interface for easy navigation and quick setup |
User reviews
Customers loved customer support but had some issues with occasional bugs.
Nextiva
Nextiva is a cloud-based business communications provider that offers VoIP phone services, unified communications, and customer experience management solutions.
Why we picked it
Nextiva stands out for its comprehensive communication solutions, integrating advanced IVR capabilities with AI-powered features to increase customer interactions.
Best for
Nextiva is ideal for small to medium-sized businesses.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated:
- Digital: $20
- Core: $30
- Engage: $40
- Power Suite: $60
Features
- Advanced IVR
- CRM Integration
- Analytics and reporting
Pros & Cons
| Pros | Cons |
|---|---|
| Comprehensive communication solutions | Slightly higher pricing compared to some competitors |
| Advanced IVR with AI capabilities | Some advanced features require higher-tier plans |
| Scalable pricing plans |
User reviews
Users appreciate Nextiva’s dependable performance and intuitive design. However, there are some complaints about slow response times from support.
JustCall
JustCall is a cloud-based VoIP phone system designed for sales and support teams. It offers advanced IVR, call routing, automation, and CRM integrations.
Why we picked it
JustCall is recognized for its user-friendly interface, rich IVR functionalities, and simple integration capabilities, making it a strong contender in the cloud-based communication space.
Best for
JustCall is best suited for small to mid-sized businesses.
Pricing
All prices shown are per/user per month, paid yearly, unless otherwise stated:
- Team: $29
- Pro: $49
- Business: Custom pricing based on specific requirements
Features
- Smart, multi-level IVR system
- Queue callback
- Power dialer
Pros & Cons
| Pros | Cons |
|---|---|
| User-friendly IVR system | Some aspects need improvement |
| Affordable pricing plans | |
| Multi-location number availability |
User reviews
Features like call recording, transcription, and the ability to review sales team calls are frequently praised. However, some users have experienced delays and connection problems during calls.
How we ranked these 12 IVR solutions
We ranked the best IVR service providers using a variety of metrics, ranging from usability to price to the amount of features they used. Let’s check the entire list:
- Features: How many features do they offer? Are these features useful?
- Price: Is the service affordable or hilariously overpriced?
- Total cost (including add-ons): Some services like to get away with hidden fees. But that didn’t escape our eyes!
- Quality of service: How does customer support help? If the software gets wonky, can you get the support you need to see it through? Or will you just keep sending emails with no response?
- Ease of use: Not everyone is skilled with technology, but all business owners need to use it. Would someone without an IT degree be able to use the program?
- Reliability: Does the service provide a good product that you can count on in high call volume moments? Are calls dropped? Is the audio clear?
Benefits of interactive voice response software
Still not totally sold that a focus on an IVR phone system is something you should have? Here are a few more reasons why it’s a good idea.
More skillful agents
When live agents have people who directly need their help, as opposed to those who have been wrongly sent to them, they will ultimately learn how to do their jobs better. With IVR software, they will waste less time doing work they are not supposed to do.
Happier customers
If someone calls with a simple question, such as whether you have something in stock or if you are closing on Saturdays, they may be somewhat frustrated. This is especially true if they have to wait in line for ten minutes just to get an answer, which could take all of ten seconds.
Greater productivity
After weeding out customers who are incorrectly directed and customers with more manageable issues, agents will have more time to focus on the people who need help.
More services rendered
With organization comes the ability to make more connections and sales. By switching to more convenient systems, you can effectively save yourself money and make more money.
Professionality
Nothing is less professional than having a long line of people on hold, hearing nothing but a beep or the same 30-second music repeatedly. With cloud-based IVR software, you can seem more professional before the caller even speaks to a representative.
Improved customer self-service
Interactive Voice Response (IVR) software empowers customers to resolve simple queries themselves, improving their experience. This self-service option speeds up the process, allowing customers to quickly find answers without waiting for an agent, leading to increased satisfaction and loyalty.
How does IVR software improve customer experience?
A study by Velaro revealed that about 2/3 of people will either wait on hold for a minute – or not at all. If you make people wait without giving them a chance to address their questions, you could be missing out on over half of the people who call you on a given day! You might as well be burning money.
At the same time, when you get them to hold on, they still might not be all that happy. Only 50% of callers in the survey found their menu trees to be “somewhat intelligent.” When you have a system that allows true flexibility, it will seem smarter for customers – thereby improving their experience.
With interactive voice response software, you offer people the chance to feel heard and get their questions answered immediately (and have shorter hold times).
How to choose the best IVR service provider
Choosing the right IVR service provider can be challenging. Doing so can help you develop a plan of some key aspects you should consider. Here are a few:
- Figure out what you need to accomplish: Why are you even considering IVR software? Is it something you just heard about, or have you been thinking about it for a while?
- Determine if you will be experiencing a greater call volume: Will you need it in the future? Are you planning on keeping your business and income the size they are, or are you hoping to expand them in the coming years?
- Examine where your team works: Will you stay in the office where you work? With so many teams shifting to work-from-home options, will you also shift to that approach?
- Determine what kind of software is best for you: Do you want software that can only work over traditional landlines, or do you want something more modern, like VoIP software?
- Request more information: Once you have decided on your top IVR phone system, ask them for more information. Find out every piece of info you could need to make an educated decision.
Key features to look for in IVR solution
Call flow customization
Being able to mix and match your own call flow is critical to being able to truly make your business as flexible as you need it to be. Here, you can direct callers where they need to go based on lots of things, including time of day.
Callback
Can’t get to every caller? Don’t worry. With this feature, your callers can simply ask for you to call them back, and agents can either automatically be directed to them when they have time or they can call back at their leisure.
Call queue
Do you have lots of people calling you? With a call queue, you can have them “line up” and take their calls in the order you received them – ensuring that everyone is heard.
CRM integration
Being able to integrate with key apps, like Zendesk or Zapier, can help make your business thrive with productivity and professionalism. If your chosen IVR service provider does not offer key integrations, you might want to look elsewhere.
Call forwarding
Keeping personal and business separate is important for work-life balance. By being able to forward one number to another, you can have a wider presence and keep your personal life personal.
VIP and Block Lists
The best IVR can still be fooled. Without the ability to permanently block certain numbers, you’ll simply waste your agents’ time.
Ring groups
Sometimes, when there are tons of calls, ringing groups can help your team most efficiently handle the incoming volume.
Automatic call distribution
To make sure things don’t get too hectic, the ACD feature lets you set things up and then watch as the calls roll in without having to make constant changes.
Best practices for IVR software setup
So once you have completed your IVR vendor comparison and have picked a multi-level option, you will have to set up the system itself. Fortunately, this is not too hard; we, however, have picked a few things to keep in mind:
- Keep it simple: People will be annoyed if they have to listen to a lot of complicated stuff
- Be easy to understand: Make sure that when you record, you speak clearly into the phone or microphone. Do not record when there is loud music around or other distracting noises.
- Make the options sensical: You should order it for something like “Press 1 for X, Press 2 for Y.” Don’t place things out of order “Press 2 for X, Press 6 for Y,” unless you always have one option for the same number (Like “Press 9 for Agent”).
- Give callers the chance to talk to real people: The point of setting up voice response software is to be able to get answers to callers before they talk to a person or to correctly direct them. However, some people REALLY want to talk to a person, and they should have that option.
- Think about routing: Sometimes, an agent might be temporarily away from their phone. Are there other routes you can set up to get your callers the answers they need?
- Provide agents the ability to easily make themselves unavailable: If someone is directed to an agent but they aren’t there, and as a result, the caller has to wait longer or worse, the call is dropped, then that just will not end well. Instead, take advantage of the options to provide alternatives for callers.
- Allow for callbacks: Some folks really, really do not want to wait. So let them ask for a callback, lessening pressure on your agents and allowing the caller to not wait too long.
- Take note of how the system is working: After a few months, ask your agents how they like the current settings. Would they prefer it another way? Is there some way to make it better? Many IVR solutions offer serious flexibility – you should use them!
The right IVR provider will improve customer experience
Going with the right IVR provider can be one of the most important decisions you make as a businessperson. With the right technology, you can save time for your agents, for your callers, and for yourself – all while providing the best possible service for callers. There’s no shame in realizing it’s time for a change.
And when you’re changing, why not change to MightyCall? With a plethora of key features, incredible uptime, and a commitment to providing IVR solutions, it could be the change you need.
