18 Best IVR Software Reviewed In 2024
Best IVR Software Shortlist
Here's my pick of the 10 best software from the 18 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Interactive voice response systems (IVR) are a valuable asset for any company. With the right software, teams can improve call management efficiency and enhance customer interaction. But finding the right IVR software can be challenging, especially with many available options.
Using my experience with customer experience software, I tested and compared several of the top IVR software products available. Then, I compiled my results into detailed reviews to help you find the best software for your needs.
Why Trust Our Software Reviews
We’ve been testing and reviewing customer experience software since 2020. As customer experience managers, we know how critical and challenging it is to decide when selecting software. We invest in deep research to help our audience make better software purchasing decisions.
Need expert help selecting the right tool?
With one-on-one help, we guide you to your top software options. Narrow down your software search & make a confident choice.
We’ve tested over 2,000 tools for customer experience use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & check out our software review methodology.
Best IVR Software Summary
This comparison chart summarizes pricing details for my top IVR software selections, helping you find the best one for your budget and business needs.
| Tools | Price | |
|---|---|---|
| Aircall | From $30/license | Website |
| Voxco | Pricing upon request | Website |
| MightyCall | From $15/user/month (billed annually) | Website |
| Ameyo | Pricing upon request | Website |
| IPscape | Pricing upon request | Website |
| Five9 | From $119/month | Website |
| Sycurio | Pricing upon request | Website |
| C-Zentrix | Pricing upon request | Website |
| Vocalcom | Pricing upon request | Website |
| Zendesk | From $19/agent/month (billed annually) | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow to Choose an IVR Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
| Scalability | Can it grow with your team’s needs? |
| Integrations | Does it integrate with your existing systems? |
| Customizability | Can you tailor it to fit your specific processes? |
| Ease of Use | Is the software user-friendly for your team? |
| Budget | Does it fit within your financial constraints? |
| Security Safeguards | Are there measures to protect your data? |
Best IVR Software Reviews
Below are my detailed summaries of the best payroll software on my shortlist. My reviews offer a detailed look at each tool’s key features, pros and cons, integrations, and ideal use cases to help you find the best one for you.
Aircall is a cloud-based phone system for businesses that manage calls from anywhere. It's ideal for remote teams looking to maintain communication and collaboration.
Why I picked Aircall: Aircall successfully supports remote work environments with features like virtual call centers and flexible routing. The software makes it easy to set up and manage phone systems across several locations, while call monitoring and analytics help your team stay informed about overall performance. Additionally, its user-friendly interface ensures quick adoption by remote teams, making it a practical choice for businesses on the move.
Standout features & integrations:
Features include call queuing, call routing, and voicemail, along with real-time analytics for performance tracking. The platform also provides a user-friendly app, enabling teams to manage calls from anywhere with ease.
Integrations include Salesforce, HubSpot, Slack, Zendesk, Intercom, Microsoft Teams, Pipedrive, Shopify, Zoho CRM, and Freshdesk.
Pros and cons
Pros:
- User-friendly interface
- Real-time call analytics
- Easy remote setup
Cons:
- No offline functionality
- Limited advanced features
Voxco is a versatile IVR solution designed for businesses that conduct surveys and gather customer feedback efficiently. It caters primarily to organizations in market research and customer service.
Why I picked Voxco: Voxco is an omnichannel platform that supports online, phone, and face-to-face surveys, ensuring comprehensive data collection across various modes. Its user-friendly interface provides over 40 question types, advanced logic features, and multilingual support, enabling the creation of engaging and personalized surveys.
Standout features & integrations:
Features include advanced analytics, customizable survey design, and seamless integration with various third-party tools for in-depth insights. Additionally, Voxco provides data security and compliance features, making it suitable for industries with strict data privacy requirements.
Integrations include Salesforce, Microsoft Dynamics, Oracle NetSuite, HubSpot, Google Analytics, Tableau, SAP, Marketo, Adobe Experience Cloud, and IBM SPSS.
Pros and cons
Pros:
- Detailed reporting tools
- Real-time data collection
- Flexible survey customization
Cons:
- Dependency on internet stability
- Requires training for setup
MightyCall is a cloud call center software designed for small and mid-sized businesses. It helps manage inbound and outbound calls with features like automatic call distribution and live analytics.
Why I picked MightyCall: MightyCall caters specifically to SMBs, offering easy setups and exceptional customer support. It offers features like call forwarding, voicemail transcription, and call recording, all without the need for additional hardware. Additionally, the software’s user-friendly interface and competitive pricing make it an ideal choice for small enterprises seeking to enhance their communication capabilities.
Standout features & integrations:
Features include real-time analytics, call queuing, and multilevel IVR systems. The software’s live call monitoring allows your team to oversee calls as they happen, ensuring quality control. Similarly, additional features, such as advanced auto-dialers, help you manage high volumes of calls efficiently.
Integrations include Salesforce, Zoho CRM, HubSpot, Microsoft Teams, Slack, Google Workspace, Outlook, Zendesk, Freshdesk, and Wix.
Pros and cons
Pros:
- Quick setup process
- Secure data encryption
- Multi-level IVR system
Cons:
- Few industry-specific solutions
- Dependence on internet stability
Ameyo is a contact center software solution designed for businesses focused on enhancing customer engagement. It caters to various industries by providing tools that improve customer interaction and satisfaction.
Why I picked Ameyo: Ameyo succeeds in customer engagement with features like omnichannel communication and personalized customer journeys. The platform allows your team to interact with customers through multiple channels, ensuring consistent service. Similarly, the software’s real-time analytics help you understand customer needs and tailor services accordingly.
Standout features & integrations:
Features include predictive dialing, intelligent routing, and CRM integrations to enhance agent productivity. Additionally, Ameyo includes analytics and reporting capabilities for tracking and optimizing customer engagement efforts.
Integrations include Salesforce, Microsoft Dynamics, Zendesk, Freshdesk, Zoho CRM, HubSpot, Oracle NetSuite, SAP, Slack, and Google Workspace.
Pros and cons
Pros:
- Personalized customer journeys
- Omnichannel communication
- Strong customer engagement tools
Cons:
- Requires ongoing management
- Setup can be complex
IPscape is a cloud-based contact center solution designed for businesses that manage customer interactions while ensuring compliance with data regulations. It's tailored for organizations operating in regulated industries.
Why I picked IPscape: IPscape emphasizes compliance with data laws, making it suitable for industries with strict data handling requirements. It offers features such as secure call recording, PCI DSS-compliant payment processing, and strong data storage solutions. Additionally, their VaultSCAPE platform ensures encrypted, long-term storage of call recordings, aiding organizations in meeting industry-specific regulations and maintaining customer trust.
Standout features & integrations:
Features include customizable call flows, real-time monitoring, and detailed analytics.
Integrations include Salesforce, Microsoft Dynamics, Zendesk, ServiceNow, Oracle NetSuite, HubSpot, Slack, Google Workspace, Amazon Web Services, and Twilio.
Pros and cons
Pros:
- Tailored call flows
- Real-time monitoring
- Secure data storage
Cons:
- Learning curve for new users
- Requires technical expertise
Five9 is a cloud-based contact center solution for managing customer interactions across multiple channels. It’s ideal for mid-sized to large businesses looking to enhance customer engagement.
Why I picked Five9: Five9 excels in omnichannel integration, allowing your team to handle voice, email, chat, and social interactions from a single platform. The software provides key features including visual IVR and intelligent routing to help manage customer queries effectively. Additionally, its analytics tools provide insights into customer interactions, which can improve service delivery.
Standout features & integrations:
Features include call forwarding, voicemail-to-email, and a visual call flow editor for easy call management. It also provides toll-free and local phone numbers, team collaboration tools, and integrations with CRM systems.
Integrations include Salesforce, Microsoft Dynamics 365, Zendesk, ServiceNow, Oracle NetSuite, SugarCRM, HubSpot, RingCentral, and Zoom.
Pros and cons
Pros:
- Flexible routing options
- Advanced analytics tools
- Omnichannel communication
Cons:
- Occasional technical glitches
- Complex initial setup
Sycurio is an IVR system designed to facilitate secure payment processing for businesses. It primarily serves industries that require stringent data protection during customer transactions.
Why I picked Sycurio: Sycurio specializes in securing payment transactions across various channels, including phone, digital, and in-person interactions. By ensuring that sensitive payment data never enters your organization’s systems, Sycurio significantly reduces the complexity and cost of maintaining PCI DSS compliance. This approach not only safeguards customer information but also enhances the overall payment experience.
Standout features & integrations:
Features include speech recognition for accessibility, real-time transaction monitoring, and flexible deployment options such as cloud, hybrid, or on-premises setups.
Integrations include Salesforce, Microsoft Dynamics, Oracle NetSuite, SAP, Amazon Web Services, Google Cloud, Stripe, PayPal, Worldpay, and Adyen.
Pros and cons
Pros:
- Secure tokenization process
- Real-time transaction oversight
- Strong data protection
Cons:
- Dependency on internet stability
- Complex integration processes
C-Zentrix is an IVR system designed for businesses that require tailored communication solutions. It serves diverse industries seeking to enhance their customer interaction strategies.
Why I picked C-Zentrix: C-Zentrix stands out for its extensive customization options, allowing businesses to tailor their contact center solutions to specific workflows, customer interactions, and industry needs. It provides flexible API integrations, custom reports, and adaptable user interfaces that make it easy to personalize the platform. This level of customization ensures that businesses can create a contact center solution that aligns precisely with their operational goals and customer service standards.
Standout features & integrations:
Features include omnichannel support across voice, email, chat, and social media, along with powerful call center solutions.
Integrations include Salesforce, Microsoft Dynamics, Zoho CRM, HubSpot, Freshdesk, Zendesk, Oracle NetSuite, SugarCRM, Pipedrive, and Slack.
Pros and cons
Pros:
- Innovative engagement features
- Personalized customer interactions
- Dynamic call scripting
Cons:
- Learning curve for new users
- Initial setup complexity
Vocalcom is a call center software that enhances customer interactions through various communication channels. It benefits businesses that operate in multiple languages and need to manage diverse customer bases.
Why I picked Vocalcom: Vocalcom enables seamless customer interactions across various channels, including phone, email, SMS, live chat, and social media. This unified platform allows agents to manage communications efficiently, regardless of the customer’s language preference, ensuring a consistent and personalized experience.
Standout features & integrations:
Features include an intuitive drag-and-drop IVR system, intelligent call routing, predictive dialing for outbound campaigns, and seamless CRM integration to personalize customer engagements.
Integrations include Salesforce, Microsoft Dynamics, Zendesk, Oracle NetSuite, SAP, HubSpot, Google Analytics, Slack, Dropbox, and Mailchimp.
Pros and cons
Pros:
- Intelligent call routing
- Real-time performance analytics
- Automatic language detection
Cons:
- May need technical expertise
- Complexity in customization
Zendesk is a customer support platform designed for businesses that want to enhance customer service operations. Support teams generally use it to handle customer inquiries through multiple channels.
Why I picked Zendesk: Zendesk is tailored for customer support teams, offering top features like ticketing and call management. The platform streamlines customer interactions by organizing them into a single view for your team. Your team can also track and manage customer issues efficiently with its intuitive dashboards. These features, combined with Zendesk’s flexible reporting tools, allow your team to monitor performance and improve service delivery all in one software.
Standout features & integrations:
Features include a self-service knowledge base, live chat support, and robust analytics tools to monitor performance metrics. Additionally, Zendesk provides automation capabilities to streamline workflows.
Integrations include Salesforce, Slack, Shopify, Mailchimp, HubSpot, Google Analytics, Trello, QuickBooks, WordPress, and Jira.
Pros and cons
Pros:
- Detailed voice analytics
- Customizable reporting
- Efficient ticket management
Cons:
- Requires training for setup
- Limited advanced features
Other IVR Software
Here are some additional IVR software options that didn’t make it onto my shortlist, but are still worth checking out:
- TCN
Best for large call centers
- Genesys Cloud CX
Best for scalability
- Twilio
Best for developer customization
- Talkdesk
Best for AI-driven routing
- CloudTalk
Best for international calling
- Dialpad
Best for voice intelligence features
- RingCentral
Best for intelligent virtual agents
- Ada CX
Best for automated customer service
IVR Software Selection Criteria
When selecting the best IVR software to include in this list, I considered common buyer needs and pain points like integration capabilities and ease of setup. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Handle incoming calls
- Route callers to appropriate departments
- Provide self-service options
- Record customer interactions
- Support multilingual options
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- Natural language processing
- Advanced analytics dashboards
- Voice biometrics for security
- Customizable call flows
- Pre-recorded messages
- Integration with CRM systems
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive user interface design
- Ease of navigation
- Minimal learning curve
- Customization capabilities
- Mobile accessibility
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Interactive product tours
- Access to comprehensive documentation
- Personalized onboarding sessions
- Webinars and workshops
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 support availability
- Multichannel support options
- Responsiveness of the support team
- Access to a dedicated account balances manager
- Quality of self-service resources
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing structure
- Features offered at each pricing tier
- Flexibility in pricing plans
- No hidden costs
- Discounts for long-term contracts
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Positive feedback on reliability
- User satisfaction with features
- Complaints about system downtime
- Praise for customer support
- Overall user experience ratings
Trends In IVR Software
In my research, I sourced countless product updates, press releases, and release logs from different IVR software vendors. Here are some of the emerging trends I’m keeping an eye on:
- Voice Recognition Advancements: Enhanced voice recognition and interactive voice responses make it easier for users to use systems naturally. This trend improves the accuracy of recognizing different accents and dialects, providing a more personalized experience.
- AI-Powered Personalization: AI is used to tailor interactions based on customer history and preferences. This trend is helping businesses offer a more customized service, which can increase customer satisfaction and loyalty.
- Security Enhancements: With increasing data breaches, vendors focus on improving security features like voice biometrics. This trend ensures that sensitive information is protected, giving users peace of mind.
- Cloud-Based Flexibility: Many IVR solutions are moving to the cloud, offering greater scalability and flexibility. This trend allows businesses to adjust their call-handling capabilities without investing in additional infrastructure.
- Integration With IoT Devices: Some IVR systems are beginning to integrate with Internet of Things (IoT) devices. This trend allows for more innovative use cases, such as using voice commands to control smart home devices or gather data from connected sensors.
What Is IVR Software?
IVR software is a technology that interacts with callers, gathers information, and routes calls to the appropriate recipients. Customer service representatives, call center agents, and support teams use these tools to enhance customer interactions and improve call management.
Key features like voice recognition, AI-driven personalization, and security enhancements help offer tailored experiences, protect data, and manage calls efficiently, allowing businesses to handle large volumes of calls while maintaining high-quality customer service.
Features of IVR Software
When selecting IVR software, keep an eye out for the following key features:
- Security Enhancements: Protects sensitive customer information through features like voice biometrics and encryption.
- Cloud-Based Flexibility: Provides scalability and adaptability to changing business needs without hardware investments.
- Call Routing: Directs inbound calls or callback messages to the appropriate department or live agent, improving efficiency and response times.
- Multilingual Support: Offers interaction capabilities in multiple languages to cater to diverse customer bases.
- Real-Time Analytics: Provides insights into call patterns and performance metrics to help improve customer service.
- Customizable Call Flows: Lets businesses design their call processes to fit specific needs and business hours, improving user experience.
- Transaction Monitoring: Keeps track of payments and transactions to ensure security and accuracy in financial interactions.
Benefits of IVR Software
Implementing IVR software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved Customer Experience: Features like voice recognition and AI-driven personalization can help you offer more personalized and efficient service.
- Cost Savings: Automating call handling and reducing the need for human agents can significantly lower operational costs.
- Enhanced Data Security: With enhancements like voice biometrics, your customer's sensitive information is better protected.
- Increased Efficiency: Call routing, text-to-speech, and real-time analytics help your team manage high call queue volumes and improve service speed.
- Scalability: Cloud-based flexibility allows your business to scale services up or down without additional infrastructure costs.
- Broader Reach: Multilingual support enables you to serve a global customer base, breaking language barriers.
- Better Decision-Making: Access to real-time analytics and detailed reporting provides insights to help optimize operations and strategy.
Costs and Pricing of IVR Software
Selecting IVR software requires understanding the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in IVR software solutions:
Plan Comparison Table for IVR Software
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic customer call routing, limited analytics, and basic support. |
| Personal Plan | $10-$30/user/month | Call routing, voice recognition, and basic analytics. |
| Business Plan | $40-$70/user/month | Advanced routing, multilingual support, and security features. |
| Enterprise Plan | $80-$150/user/month | Customizable call flows, AI-driven personalization, and real-time analytics. |
IVR Software FAQs
Here are some answers to common questions about IVR software:
What are the limitations of IVR?
IVR systems can have limitations like restricted language and voice recognition capabilities, which might frustrate some users. Sometimes, long wait times and a lack of personalization can lead to customer dissatisfaction. It’s essential for your team to regularly update the system to minimize these issues and improve customer experience.
How does IVR software work?
IVR software uses an automated phone system to interact with callers through voice or keypad inputs. It answers incoming calls and provides menu options for users to choose from. This setup helps your team manage calls efficiently and offers cost-effective support by directing calls to the correct department or resource.
How can I make my IVR better?
Improving your IVR involves giving hold time estimates, offering call-back options, and customizing hold music. You should also provide inclusive language support and regularly test the system to meet customer needs. These practices can enhance the user experience and streamline operations.
How can IVR systems enhance customer service?
IVR systems can improve customer service by offering quick and efficient call routing, reducing the need for human intervention. They allow your team to focus on more complex queries, improving overall service quality. Additionally, features like real-time analytics provide insights into call trends, helping you optimize service delivery.
Can IVR systems be integrated with other business tools?
Many IVR systems can integrate with CRM and other business tools to provide a unified view of customer interactions. These integrations allow for better data management and customer insights. Connecting your IVR with other platforms allows your team to streamline workflows and improve customer engagement.
What’s Next?
For more information about customer experience optimization, subscribe to our newsletter.