The 5 Best IVR Software (2024) for better customer service

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IVR, which stands for “Interactive Voice Response software,” is a type of automated call management software for businesses that serves as an interface between the people that call your firm and the rest of the organization. Have you ever called the customer service line of a corporation to obtain assistance with a problem, and a pre-recorded professional voice greeted you and asked you to choose one of the alternatives from the menu? If so, you’ve probably experienced an automated service. An interactive voice response (IVR) system is a piece of software that plays a pre-recorded message and receives input from you.

IVR software will greet any customer who phones your company with a greeting, then offer them with a menu of alternatives from which they can select one, and then record their selection from the menu. This happens whenever a customer calls your company with a question or to obtain some business-related information.

When the caller submits their option, the program then performs further stages based on what the user has picked via the mobile keypad or the voice answer. These steps are based on what the caller has chosen. As a result, it is not an inaccurate statement to assert that the customer is in charge of the IVR, which is one of the reasons why they feel appreciated. If the problem is more complicated and the caller requires additional assistance, the IVR can either provide them with some pre-recorded material based on what it determines they require or forward the calls to a member of the support staff.

What is IVR Software?

IVR stands for “interactive voice response,” and it refers to a type of automated telephone system that engages callers by using pre-recorded messages or text-to-speech technology in conjunction with a dual-tone multi-frequency (DTMF) interface. This gives callers the ability to input information and retrieve it without the assistance of a live person.

If the IVR system is unable to retrieve the information that the caller is seeking for, the programmed menu options can assist in directing callers to the proper representative for assistance in the event that this occurs. IVR software is able to enhance call flow and reduce wait times, resulting to improved overall customer satisfaction. This is made possible by the integration of computer and telephone technology.

Key Features to Look for in IVR Software

The price of an IVR phone system might differ greatly based on the firm that supplies the system and the functions that it includes. Before choosing a choice, it is important to think about the demands of your company, your financial situation, and the requirements of the customers you serve. The price of an IVR phone system can range anywhere from under $1,000 to far into the tens of thousands of dollars for more advanced models.

• Customizable Call Flows: It is very important to be able to create and customize call flows. Look for software that lets you make and change IVR menus, prompts, and routing lines so that they fit the needs of your business.
• Voice Recognition Technology: Voice recognition technology should be very advanced in modern IVR systems. This function lets callers talk to the system in their own words, which makes it easier to use.
• Multi-Level Menus: Make sure the program can handle IVR menus with more than one level. This lets you set up complicated call routing and choices, which makes it easier for callers to use your system.
• Integration: Choose IVR software that works well with your other business tools, such as CRM (Customer Relationship Management) systems, databases, and call center software. Integration makes it easier to get to info and helps improve customer service.
• Call Routing and Queuing: It is important to be able to route calls well so that they go to the right agents or offices. Look for IVR software that has advanced routing choices, such as skills-based routing and priority queuing.

Best IVR Software Comparison Table

Investing in an interactive voice response (IVR) system is beneficial for any company that has the goals of expediting problem resolution and streamlining operational procedures. It’s possible that simply operating a contact center with live agents will not be enough to meet both the short-term and long-term aims of running a contact center, especially now that it’s become clear that the industry is experiencing manpower shortages.

Feature	Core Functionality	Integration Options	AI and Automation	Reporting and Analytics	Notable Customers	Website Link
Ozonetel	IVR, Call Center	Extensive	Yes	Yes	Eureka Forbes, BigBasket	Visit Website
Zendesk Suite	Customer Support	Extensive	Yes	Yes	Airbnb, Slack, Shopify, Uber	Visit Website
Freshdesk	Customer Support	Extensive	Yes	Yes	American Express, Samsung, Myntra	Visit Website
Exotel	Cloud Telephony	Limited	Limited	Limited	Ola Cabs, Swiggy	Visit Website
Aircall	Cloud Phone	Extensive	Limited	Yes	Box, SendinBlue, Canva	Visit Website

Best IVR Software

When it comes to digitally transforming their customer service activities, world-class contact centers rely on top-tier IVR solutions. This includes overhauling the entire contact center with next-gen features such as Omnichannel Cloud and AI-based Conversational Intelligence.

Ozonetel

Feature	Description
Call Center Solutions	Robust call center software and automation
IVR Systems	Interactive Voice Response for call routing
Cloud Telephony	Cloud-based telephony services
CRM Integration	Seamless integration with CRM platforms
Analytics and Reporting	Advanced call analytics and reporting tools
	Visit Website

The Ozonetel IVR software is an all-encompassing, enterprise-grade solution that has a demonstrated track record of enhancing both the operations of contact centers and the overall quality of the customer experience. Self-service, CRM and CTI interfaces, dynamic skill routing, after-office-hours features, speech recognition, and conversational artificial intelligence are just some of the contemporary IVR capabilities offered by this platform. It provides both inbound and outbound interactive voice response systems as well as auto-dialers to automate callbacks to customers who either hang up on calls or wait in queue for longer than a certain restriction has been set.

You also have the option of selecting IVR features that allow you to design and modify your IVR flow using a drag-and-drop interface rather than writing any code. Your company can take advantage of the omnichannel platform provided by Ozonetel by diverting calls from IVR to WhatsApp or other digital channels in a smooth manner. In addition, you may use Ozonetel’s cutting-edge AI (Artificial Intelligence) to fully automate your interactive voice response system.

Zendesk

Feature	Description
Help Desk	Robust help desk ticketing system
Knowledge Base	Create and manage a knowledge base
Live Chat	Real-time customer support via chat
CRM Integration	Seamless integration with CRM systems
Multichannel Support	Support across email, chat, and more
	Visit Website

The customer care and support software offered by Zendesk is equipped with an integrated contact center that can field any incoming phone calls. It is possible for agents to take care of calls while simultaneously managing their other lines of communication within the same workplace. They are provided with complete information on the customer’s past via this cloud-based support solution, which helps them to solve even the most challenging and time-sensitive circumstances more rapidly.

Freshdesk

Feature	Description
Ticketing System	Efficient ticket management system
Knowledge Base	Create and maintain a knowledge base
Multi-Channel Support	Support across various communication channels
Automation	Automate repetitive tasks
Reporting	Comprehensive reporting and analytics
	Visit Website

Freshworks was the previous name for the cloud-based interactive voice response (IVR) software that is now known as Freshdesk. Freshdesk, formerly known as Freshworks, is designed to assist small and medium-sized businesses in interacting with their consumers in the most cost-effective manner possible. The interface is simple to use and makes it possible for small and medium-sized enterprises (SMEs) to set up their own virtual call center with only a few clicks, all without having to spend a dime on any phone gear. This feature is popular in more than 90 countries. Through its application programming interface (API), Freshdesk is able to link with a number of CRM and helpdesk systems; this enables support teams to collaborate effectively without disrupting workflow.

The customer support team is able to communicate with users on their desktop computers, laptop computers, and even their Android and iOS mobile phones through the use of Freshdesk. The team will be able to function remotely while being closely connected in this way. Because it provides in-depth reporting and an analytics tool, it enables managers to gain real-time insight into how their employees are performing as well as the questions and concerns that customers have.

Exotel

Feature	Description
Cloud Telephony	Cloud-based telephony solutions
IVR Systems	Interactive Voice Response for call routing
SMS Integration	Send and receive SMS messages
Call Analytics	Detailed call analytics and insights
API Integration	Easily integrate with other applications
	Visit Website

You will be able to tailor the Interactive Voice Response (IVR) menu to fit the requirements of your business with the assistance of Exotel’s Interactive Voice Response (IVR) software. Additionally, you will be able to automate your business communication in an efficient manner by utilizing the multi-level IVR number structure.

You have the option to use a drag-and-drop feature rather than having to manually design your own IVR sequence. This eliminates the need for you to do so. If you apply the IVR call blaster integrated software that is offered by Exotel, you will be able to gather client reactions at scale without the need for agents to be involved.

Aircall

Feature	Description
Virtual Phone System	Cloud-based virtual phone system
Call Routing	Intelligent call routing and distribution
Integrations	Integration with popular business apps
Analytics	Real-time call analytics and reporting
Mobile App	Access and manage calls on the go
	Visit Website

Aircall is a platform that is hosted in the cloud and provides sales and customer support teams with assistance in streamlining and controlling their contacts with customers. It assists its users in easily establishing a transparent communication channel with their clients or consumers in more than one hundred and fifty countries worldwide. In order to make it possible to manage the after-sales calls, it is designed to include the IVR features within the customer relationship management (CRM) and the helpdesk software used by small and medium-sized organizations.

How to Choose a Best IVR Software?

When searching for the most suitable Interactive Voice Response (IVR) software for your company, you will need to take a number of aspects into consideration. This will enable you to select a solution that not only satisfies your unique requirements but also offers your clients a satisfying interaction. The following is a step-by-step tutorial that will assist you in selecting the appropriate IVR software:

• Define Your Goals: First, write down what you want to accomplish with your IVR system. Think about what jobs you want it to do, such as routing calls, sharing information, setting up appointments, or processing orders.
• Know Who You’re Talking To: Know who you want to reach and what they like. To make an IVR system that is easy for people to use, you should think about things like their language, location, and communication habits.
• Budget: Figure out how much you can spend on IVR software. Prices can vary a lot based on what the solution can do and how it can be used. Maintenance and help costs should also be taken into account.
• Scalability: Make sure the IVR software can keep up with the growth of your business. In the future, you may need to be able to handle more calls and add more features to the system.
• Integration: Check to see if the IVR system can work well with the tools and systems you already have, such as CRM software, databases, or call center solutions. This connection can help you run your business more smoothly and give better customer service.
• Use: Choose an IVR system that is simple to set up and run. A simple system will save time and cut down on how much training is needed.

Questions and Answers