Our Top Picks

Aspect Logo
Aspect
  • Deployment: Mac, Windows, web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), phone during business hours, online
  • Integrations

Aspect offers an all-in-one IVR application combining proven contact center methods and industry-leading technology. It can handle inbound customer service or outbound communications, matching gathering, and matching customer data with CRM and back-office systems. The software enables information retrieval, voice verification, order status, telephone surveys, and conferencing solutions.

Aspect IVR applications can be activated by DTMF control, menu-driven speech recognition, or natural speech. You can start deployment on-premises or through a public or private cloud environment and move to another method without changing your IVR application settings.

Pros & Cons

Pros

  • Survey management
  • Phone key input
  • Call recording

Cons

  • Pricing isn’t listed online
  • No call routing or call logging
  • No free trial

What Customers Are Saying

Customers like Aspect because it helps them meet their call center requirements, offering advanced reporting tools and reducing costs. They say the feature-rich app lets them move away from manual dialers, increasing efficiency. With enhanced insight, users say they achieve better business results.

Summary

  • Starting Price
    • Custom Quote
  • Free Trial/Demo
    Free Demo
  • Deployment
    Installed - Mac
    Installed - Windows
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Call Recording
    Yes
Features
  • Deployment: Mac, Windows, web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), phone during business hours, online
  • Integrations
Avoxi Logo
Avoxi
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), online
  • Integrations

AVOXI includes cloud-based IVR system tools with every phone number purchased. The software lets you instantly develop and manage multilevel IVR menus from a user-friendly online interface. You can create an unlimited number of personalized menus and greetings for more effective call routing.

Robust analytics, available with user licenses, help you assess how IVR impacts your call metrics. Live and historical reporting covers inbound and outbound agent performance indicators and can be scheduled and shared with managers and agents. It integrates with HubSpot, Bitrix, Salesflare, Zendesk, and other popular platforms.

Pros & Cons

Pros

  • Call routing, logging, and recording
  • Survey management
  • Phone key input

Cons

  • Must purchase phone number to use software
  • No free demo

What Customers Are Saying

Customers love AVOXI because of its comprehensive features, which include voice transcription, role-based access, and member management. They say the app lets customers use the automated attendant module to pass on calls to other extensions without an intermediate operator.

Summary

  • Starting Price
    • AVOXI Contact: $24.99/month/user
    • AVOXI Enterprise: $49.99/month/user
  • Free Trial/Demo
    30-Day Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Online
  • Call Recording
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), online
  • Integrations
Five9 Logo
Five9
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), phone during business hours, online
  • Integrations

Five9 offers small and midsize businesses the functionality of on-premise contact center solutions in an affordable, cloud-based package. It combines visual IVR technologies and advanced voice recognition into self-service solutions that are easy to design and use. The omni-channel Agent Desktop Plus features a universal transaction model that adjusts to interactions by phone, email, chat, or social media.

Five9’s software includes a suite of applications for quality, performance, and workforce management. More than 120 standard report templates come with real-time and historical reporting options. Five9 also features integration tools, such as pre-built web and CRM connectors and cloud APIs.

Pros & Cons

Pros

  • Call routing, logging, and recording
  • Survey management
  • Phone key input

Cons

  • No free trial
  • No free demo

What Customers Are Saying

Users are impressed with Five9 for its reliability and ability to easily manage different tasks such as setting callbacks, recording calls and managing voicemail and incoming calls. Ease of setup, customization, and real-time monitoring are other strengths mentioned by customers.

Summary

  • Starting Price
    • $100/month
  • Free Trial/Demo
    Does not offer a Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Call Recording
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), phone during business hours, online
  • Integrations
Genesys Logo
Genesys Cloud
  • Deployment: Mac, Windows, web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: 24/7 (live rep), online
  • Integrations

Genesys Cloud builds IVR applications that give users more control to deliver personalized and predictive interactions. The company supports on-premise call center migration to the cloud through its PreBridge Cloud program. Its software features pre-built micro-apps for integration with ACD and business systems.

Genesys lets you customize menus and messages for individual customers based on who they are and why they’re calling. The software also harnesses the innovative technologies of conversational IVR, machine learning, and Natural Language Understanding to elevate the customer’s Experience as a Service. Genesys Engage facilitates intelligent channel routing with comprehensive self-service and outbound capabilities.

Pros & Cons

Pros

  • Survey management
  • Phone key input
  • Call routing, logging, and recording

Cons

  • More expensive than competitors
  • No free demo

What Customers Are Saying

Genesys Cloud customers cite integration with other systems, frequent updates, responsive support, and ease of use as some of the core features that make them choose this software. The platform also lets them transfer calls, emails, and WhatsApp messages with ease, they say, as well as recording all calls.

Summary

Genesys Logo
Genesys Cloud
  • Starting Price
    • Genesys Cloud 1: $98/month
    • Genesys Cloud 2: $143/month
    • Genesys Cloud 3: $182/month
  • Free Trial/Demo
    30-Day Free Trial
  • Deployment
    Installed - Mac
    Installed - Windows
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Online
  • Call Recording
    Yes
Features
  • Deployment: Mac, Windows, web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: 24/7 (live rep), online
  • Integrations
Niceincontact Logo
Niceincontact
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), phone during business hours, online
  • Integrations

Nice inContact CXone IVR is a voice self-service solution that leverages natural speech to gather and use caller information to create an optimal customer experience. It's part of a unified cloud-native platform that fully integrates with ACD and the Studio design tool for rapid, efficient call resolutions. The software features automated speech recognition and can convert text to speech in multiple languages.

CXone’s centralized IVR system displays the same interface for all your customers, streamlining each experience with consistent interactions. It lets you easily combine customer data with popular CRMs and custom tools. The software provides a 360-degree view to monitor and manage all your call center’s channels.

Pros & Cons

Pros

  • Call routing, logging, and recording
  • Survey management
  • Phone key input

Cons

  • Pricing isn’t listed online
  • No free trial

What Customers Are Saying

Customers mention quality calls, ease of locating information, and pre-built reports as the principal features of this software. They consider Nice inContact CXone a one-stop center for all their call functions, saying the platform is stable and reliable. Users also like the app's integration with different CRMs such as Oracle Service Cloud and Salesforce.

Summary

Niceincontact Logo
Niceincontact
  • Starting Price
    • Custom Quote
  • Free Trial/Demo
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Call Recording
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), phone during business hours, online
  • Integrations

How We Chose the Best IVR Software

Interactive voice response or IVR software is an automated telephony menu system that enables a phone's dial pad to identify and route callers. It lets you set up or use recorded greetings and gather information about your customers' needs, direct them to the right department, and automate support. Out of the many IVR software vendors on the market, we chose the following companies based on their IVR features, integrations, and reporting features.

IVR Features

IVR platforms often replace human receptionists or customer service agents who would normally answer and direct calls. They should be affordable and include tools that enhance efficiency, such as phone key input, call routing, and call logging. Leading IVR software such as the ones on our list provides these features and comes with round-the-clock live support.

Integrations

Companies often use IVR software along with CRM and help desk systems. Industry leaders implement AI, machine learning, and Natural Language to remain competitive as well. We selected software that offers built-in integrations with a wide range of other tools.

Reports

Detailed reports help users assess and optimize their IVR practices. Companies need robust data analytics to establish benchmarks and monitor performance in terms of call center operation costs and customer satisfaction. Our list includes software with extensive reporting functions to track KPIs and distill data into clear, actionable summaries and graphs.