Best IVR software

Many of us know the frustration of calling customer service, facing long hold times, and being transferred between departments. Interactive voice response (IVR) software reduces these hassles by routing callers to the right department, offering callback scheduling, and directly answering common questions.

For businesses and contact centers handling high volumes of inbound calls, an IVR is essential. However, not all IVR systems are created equal. Choosing the right one for your business is crucial. Here’s our roundup of IVR providers and software solutions, along with answers to common questions, to help you make an informed decision.

More in this guide:

• What is an interactive voice response (IVR) system?
• How does IVR software work?
• Essential features to look for in an IVR solution
• IVR software comparison chart
• The 5 best IVR systems
• How to choose the right IVR solution
• Frequently asked questions
• Ready to try customizable IVR software?

An interactive voice response (IVR) system is an automated telephony technology that interacts with callers, gathers information, and routes calls to the appropriate recipient. IVR software streamlines customer service operations by efficiently managing high call volumes, reducing wait times, and providing callers with self-service options for faster resolution of their inquiries.

IVR systems use pre-recorded voice prompts and menus to present callers with options, allowing them to use their touch-tone keypad or voice responses to navigate through the system. Depending on the configuration, IVR may:

• Gather caller information
• Route calls based on caller inputs
• Provide information
• Collect payments

IVR can also integrate with other call center tools to enhance its functionality.

Ensure you get the most out of your IVR solution by picking a tool that comes with these features:

• IVR scripting: IVR scripting involves creating pre-recorded messages and prompts that guide callers through the interactive voice response system. These scripts ensure callers can easily navigate the system to reach their desired outcome.
• IVR workflow builders: IVR workflow builders are visual tools that allow businesses to design and customize their IVR systems without extensive programming knowledge. These builders provide a drag-and-drop interface, customization options, and integration with other systems to optimize the caller experience.
• Call routing: Efficient call routing ensures callers reach the most qualified agent or department to resolve their issues quickly. This can be based on factors like agent availability, skills, work capacity, or the call’s priority.
• Integrations: Integrations with CRM systems, help desk solutions, and other business applications allow for seamless data sharing and connectivity. Ask your provider if it offers native integrations or APIs to facilitate this.
• Analytics and reporting: Robust analytics and reporting tools provide insights into call metrics, such as volume, duration, and resolution times. These insights help businesses monitor performance, identify trends, and make data-driven decisions.
• Omnichannel support: Modern customers expect the convenience of communicating through multiple channels beyond just the phone. Businesses need a comprehensive customer service solution that seamlessly integrates various support channels to meet these expectations. For example, an IVR system that can schedule text messages in addition to callbacks offers greater flexibility for customers.

Check out this overview of IVR tools to compare important criteria.

Get a more in-depth understanding of these IVR providers by reading through these profiles.

• Zendesk
• Twilio
• CloudTalk
• Aircall
• GoTo Connect

1. Zendesk

Best for customer service teams

Zendesk offers IVR software that’s scalable, reliable, customizable, and secure. Whether you're a small startup or a large enterprise, our IVR can accommodate your call volume and scale alongside your business. Meanwhile, our cloud-based infrastructure ensures high reliability, providing consistent and uninterrupted service to ensure your customers can always reach you when needed.

Zendesk IVR scripting and workflow builder tools enable you to effortlessly design customized IVR menus, routing workflows, pre-recorded responses to common questions, and prompts tailored to your specific needs. These tools are user-friendly, allowing non-technical users to quickly configure and update IVR settings with ease. Additionally, our IVR solution offers flexibility for integration with other systems, enhancing customization and functionality.

We also offer comprehensive reporting and analytics software, including AI-powered quality assurance capabilities to help businesses monitor call center performance in real time, identify churn risk, and make informed decisions to improve their operations. Zendesk adheres to industry standards and regulations, including GDPR, ensuring that your business remains compliant with legal requirements while maintaining the highest levels of data security.

Finally, our omnichannel customer service solution allows you to handle calls, voicemails, and texts in the same space where you manage emails, chat, and social messaging. Omnichannel routing ensures customers are seamlessly routed to the right agent or department across all support channels based on factors like agent status, capacity, skill, and conversation priority. This can be enhanced with intelligent routing, which leverages AI to direct calls based on intent, sentiment, and language.

Features:

• IVR scripting and workflow builder
• Call routing
• Omnichannel support
• 1,500+ apps and integrations
• Analytics and reporting
• Security and compliance
• Quality assurance
• Generative AI
• Call recording
• Call monitoring
• Call forwarding
• Customized greetings

Pricing: Plans start at $55 per agent/month. A 14-day free trial is available.

Explore more Zendesk pricing plans.

2. Twilio

Best for call center teams with technical expertise

Twilio is a cloud communications platform that enables businesses to build and operate real-time communications applications. Twilio allows developers to integrate various communication methods directly into their applications, such as voice, SMS, chat, email, and video.

Its IVR solution includes virtual agents that deflect calls, gather caller context, and escalate complex issues to agents. Additional self-service options can process orders, pay bills, and schedule appointments. Businesses can also set up notifications to proactively contact customers with account updates or delivery confirmations.

The software includes analytics tools that provide data on call performance, customer behavior, and agent effectiveness. The global conferencing feature allows for video meetings with geographically dispersed teams or customers. Businesses can also use the mobile app to manage their contact centers on the go.

Features:

• IVR scripting and workflow builder
• Call routing
• Omnichannel support
• Integrations
• Analytics and reporting
• Security and compliance
• Mobile app
• Global conferencing

Pricing: Twilio Flex plans start at $1 per active user/hour. A 5,000-hour free trial is available.

Recommended reading: Learn how Twilio Flex integrates with Zendesk.

3. CloudTalk

Best for sales-focused call centers

CloudTalk is a cloud-based IVR platform for sales, service, operations, and IT teams. Its queuing system automatically manages customer calls and distributes them to the appropriate agents based on pre-defined rules and agent availability. Additionally, CloudTalk offers international phone numbers, allowing businesses to establish a local presence in multiple countries.

Omnichannel capabilities let businesses connect with customers through their preferred channels, be it voice calls, SMS messages, or chat conversations. CloudTalk also helps secure information with two-factor authentication and data encryption, complying with the GDPR.

Features:

• IVR scripting and workflow builder
• Call routing
• Omnichannel support
• Integrations
• Analytics and reporting
• Security and compliance
• International phone numbers
• Smart queueing

Pricing: Plans start at $25 per user/month, billed annually. A 14-day free trial is available.

Recommended reading: Learn how CloudTalk integrates with Zendesk.

4. Aircall

Best for education companies

Aircall is another cloud-based IVR solution for business communication with solutions for education, marketing, healthcare, and financial service companies. Businesses can use a visual editor to set up their IVR system with a phone number, message, and hold music. Users can also customize IVRs to work differently depending on the time of day.

Its call recording features allow businesses to record and store calls for quality assurance, training, and compliance. Businesses can build reports that include insights into call metrics such as call volume, duration, and agent performance.

The software also includes service level agreement (SLA) management, which helps businesses maintain customer service standards by setting and tracking performance targets. Aircall also has over 100 pre-built integrations, allowing connectivity with various CRM systems, help desk solutions, and other business tools.

Features:

• IVR scripting and workflow builder
• Call routing
• Integrations
• Analytics and reporting
• Security and compliance
• Service level agreements
• Call recordings

Pricing: Plans start at $30 per license/month, billed annually. A seven-day free trial is available.

Recommended reading: Learn how Aircall integrates with Zendesk.

5. GoTo Connect

Best for screen sharing

The GoTo Connect IVR software enables businesses to create recorded menus and prompts to introduce customers and callers to their call centers. GoTo Connect allows customers to opt for self-service for simple issues or connect to an agent for more nuanced problems. Its call routing tool can distribute calls based on caller ID, time of day, agent skills, and availability.

If a call cannot be immediately answered, the auto-queue callback functionality places the customer in a virtual queue and then calls them back when an agent becomes available. Additionally, the video conferencing service allows users to conduct video calls in situations where visual communication is beneficial. Users can share screens while conducting video calls on their desktops and mobile phones, controlling what is visible to the participants. GoTo Connect also offers features like post-call surveys that businesses can send to customers.

Features:

• IVR scripting and workflow builder
• Call routing
• Omnichannel support
• Integrations
• Analytics and reporting
• Security and compliance
• Customer surveys
• Auto-queue callback
• HD video conferencing

Pricing: Contact GoTo for pricing.

Recommended reading: Learn how GoTo Connect integrates with Zendesk.

The type of IVR phone system and call center software you need depends on the nature of your business and what you plan to use the system for. To ensure you select the most suitable interactive voice response software, consider prioritizing these characteristics beyond just basic features:

• Generative AI: Generative AI can automatically transcribe calls and generate concise summaries of conversations. This reduces the time agents spend on manual note-taking and documentation during call wrap-up, allowing them to focus more on engaging with customers. AI-powered QA systems can score all calls in real time based on predefined criteria, providing consistent and objective evaluations. They can flag calls at risk of customer churn by analyzing language, tone, and sentiment, enabling proactive intervention. Additionally, these systems identify performance gaps by highlighting areas where agents can improve.
• Ease of use and fast setup: Easy-to-use IVR software means less time and money spent training employees or relying on IT specialists for configuration. When you can set it up quickly, your company can start realizing the software’s value sooner.
• Flexibility and customizability: Creating IVR interactions that align with your brand and customer base—including personalized greetings, menu options, and self-service workflows—can improve the customer experience.
• Total cost of ownership (TCO): A low TCO ensures that your expenses remain predictable and manageable over time without the need for numerous costly add-ons for features like omnichannel support. IVR software with a low TCO should be easy to manage without hiring developers to maintain and operate the solution.
• Security and compliance: IVR tools often handle sensitive customer data like account numbers or PINs. Choosing software with robust customer data protection safeguards this information and builds trust with your customers. Software that adheres to relevant regulations, like GDPR, ensures your business avoids hefty fines and reputational damage from non-compliance.

Balancing these characteristics with the key features identified in the roundup can increase your chances of finding a long-term partner.