Compare the Top IVR Software of 2020

Compare the best IVR software currently available using the table below.

  • 1
    LiveAgent Icon

    LiveAgent

    QualityUnit

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 175+ helpful features such as advanced automation features, rules, tags, and 40+ integrations. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

    Starting Price: $15.00/month/user
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  • 2
    Routee Icon

    Routee

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频AMD Telecom

    AMD Telecom S.A. brings automated workflows and intelligent marketing technologies to its trusted global partners, some of the most renowned Fortune 500 companies, since 2000. Routee, the established CPaaS platform subsidiary, provides Web and API cloud solutions that are designed to increase conversion rates, generate new leads and reduce digital costs, through a powerful and versatile automated environment with SMS, Voice, Email Messaging, Two Factor Authentication, Number Lookup, Number Validation, Marketing Automation, and Messaging Apps. WayMore, the marketing automation platform, enables companies to track and control every detail of their customer-centric communications, by segmenting data and intelligently building personalized funnels that can transform any business into a marketing powerhouse.

    Starting Price: $0.01 one-time fee
  • 3
    FluentStream Icon

    FluentStream

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频FluentStream

    Do you want a business phone service that works without costing a fortune in setup or monthly fees? Wouldn't it be nice to focus on your customers instead of spending hours on hold with your provider every time you want to make a small change? Welcome to FluentStream! We're committed to being the easiest business communication system to do business with. We offer no-contract plans with 24/7 client success for every account. Not only will we hold your hand throughout the entire onboarding process, but we'll do everything on your behalf (including the hassle of calling your internet provider). We know how complicated phone setup can be, and we're more than happy to do the heavy lifting so you don't have to. It's all part of being the easiest business to do business with.

    Starting Price: $20.00/month/user
  • 4
    SalesExec Icon

    SalesExec

    ClickPoint Software

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 SalesExec helps salespeople by automating the complex sales follow up process. SalesExec takes the guesswork out of who to call, when to call, email, or send text messages. With guided selling and automated lead prioritization, your salespeople will more efficiently work their leads, with less complexity, helping them to win more deals. SalesExec includes efficiency tools like; local presence dialing to reach and identify 60% more sales opportunities, with automated text SMS, and email nurture to reach customers at the right time in their buying journey. SalesExec will also help your marketing team by capturing and intelligently routing and prioritizing all web leads and phone calls. With SalesExec, your team can handle thousands of leads with ease, ensuring you get maximum ROI from every prospect by enforcing customer outreach and sales followup.

    Starting Price: $55.00/month/user
  • 5
    Genesys PureCloud Icon

    Genesys PureCloud

    Genesys

    Improve the customer experience and enhance employee engagement with PureCloud by Genesys, an all-in-one cloud contact center solution. Simple, feature-packed, and highly scalable, PureCloud connects phone, email, chat and social through one tool. This helps companies keep pace with customer demand on time and in real-time.

    Starting Price: $69.99/month/user
  • 6
    PhoneWagon Icon

    PhoneWagon

    PhoneWagon

    PhoneWagon is the #1 Top-Rated Call Tracking Software. Beautiful, simple, and easy to use. 14-day trial (no credit card). Create a campaign in under 30 seconds with local or toll-free phone numbers. PhoneWagon helps businesses grow by understanding which marketing campaigns deliver the highest return on investment and delivering world-class customer service through our voice and text messaging communications tools. PhoneWagon is a beautiful, easy-to-use call tracking software that helps digital marketing agencies and their clients understand which marketing campaigns are effective. 93% of businesses rely on phone calls to convert leads into paying customers. Marketing agencies are able to prove to their clients that they are driving them valuable inbound phone calls that convert into paying customers. Our white-labeled dashboard enables marketing agencies to keep a consistent brand as they give their clients a beautiful interface to see all their phone calls and texts.

    Starting Price: $10.00/month
  • 7
    Kixie Icon

    Kixie

    Kixie Web

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Start making productive sales calls in minutes with Kixie PowerCall! This reliable, cloud-based interactive voice response (IVR) solution allows users automate their sales processes. Available in the cloud or on-premises deployment, Kixie PowerCall provides users enterprise-grade features that include call recording, one-click dialing, call history, call coaching and reporting, all of which can help improve the call experience and deliver exceptional customer service. The solution also provides agents with a functionality to receive calls remotely on their mobile devices.

    Starting Price: $15.00/month/user
  • 8
    VoiceGuide IVR Icon

    VoiceGuide IVR

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频Katalina Technologies Pty Ltd

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 VoiceGuide IVR is a fully featured inbound and outbound interactive voice response (IVR) and automatic call distributor (ACD) created by Katalina Technologies. Highly configurable and easy to deploy, VoiceGuide IVR allows for the creation of rich, omnichannel, and personalized interactive experiences. Available as an on-premise or cloud service, VoiceGuides IVR features a graphical call flow designer that provides an intuitive way for creating and managing callflows, thereby allowing call center executives to easily make process changes. Additional features offered by VoiceGuide IVR include speech recognition, text-to-speech conversion, biometric authentication, and multilingual support.

    Starting Price: $99.00/one-time
  • 9
    Ricochet Icon

    Ricochet

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频Speed To Contact

    Ricochet is an all-in-one dialer, CRM, and marketing automation platform for enterprises call centers, and sales and customer service teams. Ricochet enables teams to call leads and close deals much faster; manage all prospects, calls, and emails; route and track inbound phone calls; and streamline time-consuming marketing and sales tasks all from one platform. The solution is also highly customizable to fit a team's specific needs and budget.

    Starting Price: $100.00/month/user
  • 10
    Aircall Icon

    Aircall

    Aircall

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Aircall is the cloud-based phone system of choice for modern brands of 3+ users. By seamlessly integrating with the most popular CRM and Helpdesk tools, we help sales and support teams communicate clearly and efficiently. Admins can instantly add numbers from 100+ countries, scale their teams according to seasonality, and gain deep insights through real time analytics. Accessible by desktop and mobile app, Aircall is trusted by over 3000 companies worldwide. Start a risk-free trial today!

    Starting Price: $30/user
  • 11
    WhatConverts Icon

    WhatConverts

    WhatConverts

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 See What Marketing Converts - WhatConverts is a complete call tracking, lead capture and reporting platform giving marketers the power to “See What Marketing Converts!” Capture phone calls, web forms, chats & eCommerce transactions. Trusted by 10,000+ companies and marketing professionals to track, manage and reports all in one place. Used by marketing professionals to track, manage and report PPC, SEO and Social campaigns. WhatConverts offers a full featured call tracking platform. Our software solution is an All-in-one platform that is a stand alone solution. We also easily integrate with other software platforms to enhanced functionality. Call, Form, Chat and eCommerce tracking is all included. Real-time reporting, lead management, and more in one simple platform. The solution offers a robust set of tracking tools for website chat sessions, eCommerce transactions, custom online events as well as integrated business reporting for quotable leads, total lead

    Starting Price: $30.00/month
  • 12
    Predictive Dialer Icon

    Predictive Dialer

    Nuxiba Technologies

    Nuxiba Technologies has helped increase companies productivity to over 50%, how we have uncomplicated contact center life and have reduced your downtime and costs. Nuxiba has the most complete contact center suite with the best price per agent on the market. With the best technical support, we know why our clients stay with us on average of over 12 years and why we have 45% of the market share. Nuxiba is TPCA compliant and offers end to end services for your Contact Center in the Cloud. Discover why Nuxiba is the only one in the industry to have a three month, money-back guarantee.

    Starting Price: $89/month/agent
  • 13
    RingOver Icon

    RingOver

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频RingOver Group

    RingOver: the 100% cloud-based business phone system for flexible teams to simplify call handling. Obtain virtual numbers in 60+ countries and benefit from free unlimited calls. Sales and support teams can improve their CRM and Helpdesk tools by integrating with RingOver to access call centre features such as click to call dialing, automatic call logging, voicemail and call recording. Using the configuration settings in the team dashboard, admins can ensure their employees in any geographic location stay reachable at all times. Supervisors can also access real-time statistics and analytics data on call trends to improve the performance of their staff. Available via mobile and web apps, RingOver accompanies teams wherever they go.

    Starting Price: $22.00/month/user
  • 14
    Monster VoIP | VoIP Provider & Reseller Icon

    Monster VoIP | VoIP Provider & Reseller

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频Monster VoIP

    Monster VoIP was established to distribute superior voice quality and maximized uptime to customers from here in L.A. to New York to Washington, D.C. to Houston to Dallas to Chicago and beyond, while delivering unparalleled service and customer satisfaction. We started by setting up data centers in Las Vegas, New York, Dallas, and Minnesota to ensure geo-redundancy, with all endpoints multi-registered at all four facilities. (This is just a fancy way of saying that multiple locations means you can expect amazing voice quality and unparalleled business phone uptime.) We then made sure to offer a complete suite of communication tools in one platform. This means you and your team only have to learn our easy-to-use user interface for all of your communication efforts. To make good on our customer satisfaction promise, we then decided to provide personalized setup and ongoing 24/7/365 support to every business VoIP customer that walks through our (virtual) doors.

    Starting Price: $18.99/month
  • 15
    ETS Icon

    ETS

    Occam Networks

    Enterprise Testing Suite (ETS), an automated Testing Solution, enables users to have unlimited testing opportunities. ETS allows users to deploy the solution as an SaaS or an on-premise software depending on the needs of their businesses. ETS enables users to test the entire IVR configurations in hours. ETS allows users to monitor real-time results to find faults and rectify them immediately.

    Starting Price: $1280.00/month
  • 16
    Ytel Icon

    Ytel

    Ytel

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Predicatively dial your contacts and automatically leave voicemails, emails, and text messages - with no special equipment. Ytel is a cloud-based integrated marketing suite solution. Ytel Contact Center assists SMB call centers and businesses in managing multi-channel communications. Ytel features include auto-dialing, call distribution, voice response, and a scripting module. With Ytel, users can gain access to real-time agent reporting for metrics on call performance and lengths. Ytel is also accessible via iOS and Android devices. Develop new communications functionality in any language and get to production faster. Trust in a platform designed for product development with high uptime and high capacity for SMS and voice channels, with the bandwidth to send and receive volume at scale from a single API. Your business has its core competencies - now you need to augment and centralize customer engagement for better operational efficiency.

    Starting Price: $99 per user per month
  • 17
    Zadarma Icon

    Zadarma

    Zadarma

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Business Phone system without heavy hardware and wiring. Zadarma offers VoIP, Cloud PBX, CRM system, website widgets, integration with top CRM systems and much more. Establish your local or international presence with virtual phone numbers from 100 countries around the world starting from just $2 a month.

    Starting Price: $2/month
  • 18
    Retreaver Icon

    Retreaver

    Retreaver

    Retreaver is a cloud-based call center solution that tracks, tags and routes callers to specific agents or departments. We help agencies, marketers and brands analyze their inbound calls, manage caller profiles, dynamically route calls, analyze ROI, track conversions and generate reports. Using real-time tracking on your pages and leveraging powerful CRM databases, you can personalize client experiences, reduce call time and increase customer satisfaction. Retreaver offers the ability to create your own call data properties based off custom tags, these tags become associated with a number or phone call giving you more control over your campaigns and analytics. By optimizing our operating costs we're able to pass those savings unto you. We have no contracts or forced monthly obligations and we offer competitive pricing models for our clients. Contact us for a quote.

    Starting Price: $1.00/month/user
  • 19
     Voximal : VoiceXML  for Asterisk Icon

    Voximal : VoiceXML for Asterisk

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频Ulex Innovative Systems

    Runs over the Asterisk free and open source framework. It adds a capability to extend and manage the Asterisk solution from the VoiceXML standard language.

    Starting Price: $25/month/channel
  • 20
    Go4Clients Icon

    Go4Clients

    Go4Clients

    Automate customer engagement with our Drips technology. Go4Clients latest Drips feature uses a combination of SMS, Voice, Email, and Mobile Landing Pages to interact with your customers. Map out the customer journey and let consumers flow down your sales funnel automatically. Trigger messages with different channels based on a user's actions or no actions.

    Starting Price: $50 per month
  • 21
    Aspect CXP Pro Icon

    Aspect CXP Pro

    Aspect Software

    Implement and maintain personalized IVR with Aspect CXP Pro, a cloud-based interactive voice response platform. Aspect CXP Pro is ideal for large businesses in industries such as manufacturing, government, banking, healthcare, transportation, and retail. Aspect CXP Pro is deployable via on-premise, hybrid, and hosted setups. Aspect CXP Pro provides configurable tools that users can customize to create customer self-service applications. With Aspect CXP Pro, managers and administrators can manage multiple users and clients from a single interface.

  • 22
    IVR with Speech Recognition Icon

    IVR with Speech Recognition

    Five9

    Five9's Interactive Voice Response (IVR) Software is a phone-based customer self-service system that helps businesses automate customer interactions while maintaining exceptional service. Powered by advanced invoice recognition technology, Five9 IVR Software allows agents to focus their energy and time on higher-value interactions in order to boost customer satisfaction scores. Simple and easy to use, Five9 IVR Software provides bill payment, appointment reminders, debt collections, order status, data queries, and more.

  • 23
    A.C.E. Platform Icon

    A.C.E. Platform

    Verascape

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 ACE Platform is a combination of IVR and SMS technologies that provides real-time data for companies. The Automated Customer Engagement (ACE) platform is cloud-based, which enables users to service their customers 24/7. With ACE Platform, users are able to immediately engage their callers in a productive dialogue.

    Starting Price: $0.40
  • 24
    CX Assurance Platform Icon

    CX Assurance Platform

    Cyara

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 The award-winning Cyara CX Assurance Platform helps companies accelerate customer experience development, increase quality across all digital and voice channels, and assure customer journeys end-to-end. The Cyara Platform supports the entire software development lifecycle for customer experience, from design to functional and regression testing, user acceptance testing, load testing and production monitoring. We test from the customer’s perspective, ensuring that you identify issues that impact the customer’s experience from across the complex set of technology used to deliver that experience. www.cyara.com

  • 25
    uContact Icon

    uContact

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频Integra CCS

    We believe in making agent’s work simpler, organized and more enjoyable. We are convinced that this is the only way to achieve real customer satisfaction. We help our customers to achieve this by making our software platform an All-in-One, simple and flexible solution. As we know every customer is unique, we created development tools for them to be able to personalize everything.

    Starting Price: $50.00/month/user
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IVR Software: What Does It Do?

An IVR, or interactive voice response system, is mostly used inside of inbound contact centers and allows callers to do tasks over the phone through numerical keypad input or through voice response. IVR software simplifies a contact center’s performance when it's used alongside CRM, or customer relationship management software.

This guide will explore all of the IVR systems that are available, and the details about each type of IVR variation, including VoIP IVR.

欧美人与动欧交视频|亚洲日本香蕉视频观看视频There are two goals that IVR software accomplishes:

First, it uses self-service which helps callers by providing automatic menus that allow them to complete tasks without help from support agents.

IVR systems work alongside automated call distribution systems, or ACDs, to route calls to the correct support agent should their needs not be met through the available self-service options. ACD systems put all incoming calls into a queue until an agent is available to answer them. The calls are then distributed to other agents using performance metrics that identify an agent’s skills and abilities. For example, if a caller enters or says the option for billing through the IVR system, they will be put into an ACD-controlled queue for someone in that specific department.

IVR systems have a menu tree structure which is a type of branching menu. The top menu includes options for billing or support. If the caller chooses the support option, they will be routed to a submenu with a variety of support options to choose from, like instructions for resetting a device. If these options aren’t satisfactory to the caller, they will be connected to a support agent.

IVR Menu Tree Branch Prompts

欧美人与动欧交视频|亚洲日本香蕉视频观看视频As previously discussed, the IVR menu tree routes calls with ACD systems through integration. This uses a caller’s touch-tone or spoken responses to connect them to the correct agent.

IVR Software Benefits

Consumers don’t think about what IVRs are, or what they even do, for that matter. All they’re concerned about is what they like and don’t like about them and how annoying they are to use a majority of the time. With all of this in mind, one may wonder why their call center needs an IVR system at all.

欧美人与动欧交视频|亚洲日本香蕉视频观看视频IVRs cut down on the amount of calls agents have to deal with at one time by allowing callers to use self-service options to resolve any issues they might have. The fewer calls there are, the fewer personnel will need to be hired which will save call center businesses a lot of money.

In addition, even if most customers don’t like IVR technology, they aren’t really thinking about the lengthy interaction they would spend with a support agent. It is true that IVR systems don’t meet a customer’s needs a lot of the time. But it’s not this horrible thing everyone makes it out to be. IVRs can collect information and transfer callers to the agents that will be able to assist them with their issues. Humans would have to perform all of these tasks if IVRs were not in place. There would be more transfers, which would most certainly frustrate the caller before they are finally transferred to the correct representative.

People being transferred from one customer service agent to another can be especially frustrated if the people they’re speaking to don’t know the answer to the question they need answered. This is why IVRs are so important in call centers.

Typical Features of an IVR

A list of different IVR capabilities has been provided, which include most of the standard offerings a person would find in a majority of systems. The list also contains capabilities by niche vendors that are more advanced or supported via incorporations with other call center applications:

Optical IVR Creation

This user interface is graphical in nature and drags and drops IVR call flows. These are the branching menus callers go through when they’re selecting the option they want, such as billing, sales, or support.

Automatic Dialogue Recognition

This feature lets callers speak their responses into the phone instead of pressing a number. ASR software is required often, but most IVR vendors partner exclusively with ASR vendors to provide a complete resolution. Voiceprint authorization is allowed on some systems, which compares models of a caller’s voice with audio data from a call.

Common Data Speakers and Text-To Speech

Information can be read from databases to customers out loud, such as account balances or payment history, through text-to-speech instead of playing pre-recorded prompts. It also contributes to the expansion of IVR menu prompts. Data speakers only allow numbers or dates, which are considered to be highly structured pieces of data, to be converted into dialogue.

Multiple Language Support

Multiple language support permits IVR menu structures to play prompts that can be recognized in multiple spoken languages.

Web Server Data Retrieval

This function retrieves data from an online server to authenticate response input such as checking spoken account numbers against stored account numbers, which can assist call center representatives.

Computerized Telephone Integration

欧美人与动欧交视频|亚洲日本香蕉视频观看视频Data, such as a customer’s name, is displayed on a representative’s screen so they can assist the caller better.

ACD Incorporation

欧美人与动欧交视频|亚洲日本香蕉视频观看视频The IVR collects data that prioritizes calls within the queues, then distributes them to a variety of agent skill groups if skills-based training is offered through the ACD system. Other options can be enabled by users including projected wait times and hold music in an attempt to keep callers on standby.

Customer Fulfillment Surveys

Customer fulfillment surveys are collected by IVRs through touch-tone or voice responses from callers. They ask the customers how satisfied they were with their experience with the IVR system or the agent. The responses are reported to the contact center and made visible as key performance indicators.

Voice Notification Systems/Outbound IVR Notifications

Account alerts, appointment reminders, and surveys via outbound notifications can be transmitted to customers via text message, fax, e-mail, or voice. IVR self-service voice notifications include options that can assist the customer with the issue they are trying to resolve such as paying a bill.

Visual IVRs

欧美人与动欧交视频|亚洲日本香蕉视频观看视频Visual IVRs help customers navigate a visual IVR menu on a website or an application on a desktop, smartphone, or laptop. Most vendors don’t offer this type of technology yet because it’s still relatively new; however, there are a small number of vendors who specialize in adding these types of capabilities to contact centers.

Automated Attendants vs. IVR Systems

Companies often believe they need IVR systems when in some cases, an auto-attendant may be more useful and easier to use. IVR systems are either offered as integrated contact center components or by themselves (stand-alone). They are also quite sophisticated. Auto attendants incorporate standard components into office phone systems.

One of the main differences between IVR systems and auto attendants are that IVRs use automation for self-service options, while auto attendants simply route callers to extensions inside of a business directory. Auto attendants do not have advanced features like speech recognition. Nearly every office uses an auto-attendant of some kind with their phone system, but contact centers are the only places where IVR systems are utilized.

The auto-attendant guide includes more information about them and how they contrast with IVRs.

Contact Center Suites vs. Best-of-Breed Systems

欧美人与动欧交视频|亚洲日本香蕉视频观看视频There are best-of-breed IVR systems available that are sold by themselves or offered as a package through incorporated suites of contact center applications.

欧美人与动欧交视频|亚洲日本香蕉视频观看视频By themselves, IVR solutions are manufactured to integrate with business systems that have been already installed including:

The above systems wouldn’t have to be replaced if a stand-alone IVR is used, which could save a significant amount of money. IVR data can still be used in routing calls and support call recording through PBX integrations.

Incorporating standard business phone systems with IVRs can be beneficial (i.e., enhanced call routing). But it’s important to keep in mind that in order for positive results to be achieved, IVR systems have to be integrated with a contact center application suite.

Data collected by IVRs in call center environments can be fed into reporting tools or sent to a representative’s computer screen. ACD systems are integrated into the IVR to deliver advanced call routing capabilities. Last, but not least, customers who would prefer not to interact with an IVR through voice can explore the other options that a multi-channel contact solution offers.

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