Top 10 IVR Software for Call Centers to Boost Efficiency & Support

When selecting an IVR system for your call center, look for features like queue management, omnichannel support, 24/7 self-service, and IVR scripting. These features help to meet your business needs and improve customer satisfaction.

Queue management helps organize and prioritize incoming calls by placing them in a virtual waiting line. This improves efficiency, reduces customer frustration, and properly addresses calls.

Call forwarding redirects incoming calls to another number or department when the primary agent or line is unavailable. It ensures that every call is answered and handled by the available agent, improving customer service and minimizing delays. 

Call routing in an IVR system directs calls to the right department or agent based on specific rules. It can route calls by skills, time of day, location, or priority. It helps connect callers to the right person quickly, improving customer experience.

24/7 self-service options allow callers to access information without speaking to an agent. This feature includes menu options like checking account balances, making payments, or finding answers to common questions. 

24/7 customer support provides convenience, reduces wait times, and ensures support is always available.

Multi-level IVRs enable callers to self-select their needs through a series of menu options to reach the appropriate service or department. It reduces the burden of handling basic queries.

It organizes options into different levels, such as language selection, account type, or specific inquiries. This approach makes it easier for callers to find what they need and improves overall efficiency in handling calls.

IVR scripting is the pre-recorded voice prompts that guide callers through the interactive voice response system. It ensures callers can navigate the system to reach their desired outcomes, enhancing their experience with clear instructions and relevant options.

IVR workflow builders are visual tools that enable businesses to create and modify IVR systems. It provides a drag-and-drop interface and customization menu to optimize the caller experience.

Calilio, JustCall, Nextiva, RingCentral, and AirCall are the best call center IVR software for self-service tasks like bill payments, account inquiries, or customer support. This software helps to optimize call handling and routing, improving customer experience and call center operations.

Calilio offers a reliable and easy-to-use IVR system for call centers of all sizes. Its user-friendly design allows teams with limited technical skills to manage it efficiently and improve call handling for faster solutions.

The advanced IVR with conversational AI, custom hold music, voicemail transcriptions, and queue callback features helps enhance the customer experience and improve call management.

Pros and Cons

JustCall is a cloud-based call center software with an IVR calling solution that helps businesses handle customer calls efficiently. It offers easy-to-set-up IVR systems that automatically route calls to the right department or agent based on pre-defined rules.

JustCall offers customizable IVR menus, call forwarding, and call tracking features to optimize call center operations. JustCall integrates with popular CRM platforms, making it ideal for businesses looking to improve customer service and efficiency.

Pros and Cons

Twilio is a cloud-based platform allowing businesses to build and operate real-time communications applications. It allows you to communicate with customers through multiple channels for a better experience.

Twilio’s IVR solution uses AI-powered virtual agents to manage calls, collect caller information, and forward complex issues to live agents. The platform includes features like call routing, agent escalation, self-service automation, and advanced analytics tools.

Pros and Cons

RingCentral is a VoIP phone system offering a comprehensive IVR system for businesses of all sizes. Its IVR system can be easily integrated with tools like messaging, video calls, and team collaboration platforms.

RingCentral’s IVR system includes features like multi-level auto-attendant, custom text-to-speech IVR prompts, up to 250 configurable IVR menus per account, and call routing. The IVR system supports multiple languages, which helps businesses serve customers worldwide.

Pros and Cons

Talkdesk is a cloud-based call center solution with a customizable IVR system designed to enhance customer service experiences. It enables smooth omnichannel communication, supporting voice, email, chat, SMS, and social media.

Talkdesk offers features like call routing, voice analytics, call scripting, call forwarding, and call queue. These features help to enhance customer engagement and boost operational efficiency.

Pros and Cons

Aircall is a cloud-based IVR solution offering a customizable IVR system. It can be integrated with existing CRM, helpdesk solutions, and project management tools. It focuses on simplicity and scalability, which works well for remote businesses and teams in different locations.

Aircall offers features like multi-level IVRs, IVR scripting, call routing, custom filters, and call recordings. It also provides customizable IVRs with a user-friendly visual editor, making it easy for teams to create and manage automated phone menus without technical knowledge.

Pros and Cons

Zendesk's IVR software adapts to businesses of all sizes, handling call volume efficiently as your needs expand. Its cloud-based infrastructure ensures reliable and uninterrupted service.

Zendesk offers features like IVR scripting, workflow builder, customizable IVR menus, AI-powered analytics, and call recording. These easy-to-use tools help non-technical users to set up and update IVR settings without trouble.

Pros and Cons

CloudTalk is a cloud-based calling platform designed to improve the efficiency of customer support and sales teams. Its advanced IVR helps improves the customer journey, ensuring faster resolutions, better customer satisfaction, and reduced operational costs.

Cloud Talk provides omnichannel support, which allows businesses to communicate with customers through different channels. It includes features like smart queuing, analytics, and reporting, and IVR scripting. It also provides a smart call management tool to automatically organize incoming customer calls and send them to the best available agent.

Pros and Cons

MightyCall is an IVR service provider that offers cloud-based call center software. You can manage MightyCall IVR directly from the mobile app on iOS or Android, allowing you to set up call routing, voice menus, and more.

It provides features like customizable voice menus, call routing, voicemail, call queues, dial-by-name, and customizable greetings. This makes it an excellent choice for businesses seeking a reliable and easy-to-use IVR solution.


Pros and Cons

Nextiva is a cloud-based phone system that helps businesses manage a high volume of calls. It allows companies to easily create and manage IVR systems, improving customer experience and reducing agent workload.

Nextiva offers features like call routing, multilingual IVR, customizable IVR menus, and 24/7 support. This helps to enhance customer satisfaction and improve first-call resolution rates. The system integrates smoothly with popular CRM platforms like Zoho, HubSpot, Oracle Sales Cloud, and SugarCRM.

Pros and Cons

IVR software is essential for optimizing call center operations and upgrading customer experiences. Improving IVR features such as call routing and personalized greetings helps optimize call management and enhance overall efficiency. With various solutions, choosing the right IVR software can improve high call volumes and provide better customer service.
 

Interactive Voice Response(IVR) in call centers is an automated system that routes calls, provides pre-recorded messages, and offers self-service options, improving efficiency and reducing wait times.

Calilio, MightyCall, RingCentral, and Nextiva are among the best IVR software. However, the best choice depends on business needs.

The primary purpose of an interactive voice response system is to allow incoming callers to access information through a voice response system of pre-recorded messages without speaking to an agent.