Top 6 IVR Service Providers of 2024 : Features, Pros & Cons, Pricing

Senior Writer: Sindhu Bharathi

Reading Time: 7 Minutes

Published : March 26, 2024

As customers increasingly expect speedy service, agents face an ongoing challenge of consistently delivering prompt solutions. IVR service providers help you navigate this relentless demand.

Ultimately, quick service best satisfies the customer. In fact, for every 1% increase in customer satisfaction, there’s a 5% rise in customer retention rates. 

To help you leverage these benefits, we have curated this guide on Interactive Voice Response incorporating the 6 best software with features, pros, cons, and pricing. 

What is an Interactive Voice Response Software? 

IVR software is a technology that enables businesses to interact with prospects and customers via a pre-recorded or AI-enhanced message using voice and dual-tone multi-frequency inputs.

Such IVR solution providers gauge caller’s needs as per their choices on the menu and route them to a relevant agent (based on skill set or input).

This is non-negotiable for large enterprises with huge customer bases. Why? 

Because top companies have a regular influx of queries. IVR software either solves the query without an agent or ensures that the right agent caters to them. This way, agents save hours by handling relevant and critical queries only. 

Pro-tip

Inefficient call routing and long hold times can frustrate customers, leading to lost business opportunities. Interactive Voice Response Software can change that by helping you efficiently handle high call volumes and route customers to the right agent. With interactive menus that aid in delivering personalized interaction, you can significantly improve your brand image using DialerHQ.

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The best IVR solution providers often allow customers to schedule calls, check account balances, clear bills, and more without any agent interruption. 

6 Best IVR Service Providers in 2024

Choosing your Interactive Voice Response (IVR) service out of the thousands available in the market can be confusing. But not anymore with this buyer’s guide on Interactive Voice Response service providers. It has all the elements you need to make an informed decision –

1. DialerHQ

DialerHQ is the best IVR software that offers comprehensive features for businesses wanting to streamline their customer interactions without much effort. This business phone system handles and re-routes inbound calls accurately, enhancing operational effectiveness and improving customer satisfaction. 

Pricing 

• Custom pricing, contact sales

2. CallHippo

CallHippo is an intelligent IVR software that empowers your support team to deliver the best service and provide the desired solutions to customer queries timely. Its single and multi-level IVR helps call centers or contact centers create a unique brand experience for customers.

Pricing 

• Starter: $18/user/month
• Professional: $30/user/month
• Ultimate: $42/user/month

3. CloudTalk

CloudTalk is an unparalleled IVR service provider that promises to solve customers’ queries faster than ever. This call center software integrates with most of your preferred customer service software, ensuring that you make the most of your IVR. 

Pricing 

• Starter: $25/user/month
• Essential: $30/user/month
• Expert: $50/user/month
• Custom: Contact sales 

4. Exotel

Exotel is a smart IVR service provider that offers personalized and fast responses to your customers. Appropriate usage will enable you to save money and boost customer happiness simultaneously. 

Pricing 

• Custom: Contact sales 

5. Genesys Cloud

Genesys Cloud aims to improve contact center management and customer engagement. This IVR service provider ensures customers get personalized support whenever and however they want with its powerful feature stack. 

Pricing 

• Genesys Cloud CX-1 (Voice) – $75
• Genesys Cloud CX-2 (Digital) – $95
• Genesys Cloud CX-2 (Digital + Voice) – $115
• Genesys Cloud CX-3 (Digital + WEM) – $135
• Genesys Cloud CX-3 (Digital + WEM + Voice) – $155

6. Twilio Flex

Twilio Flex is a customizable IVR software that’s built on APIs. Your development team can easily customize it by setting IVR menus and adding self-service options. This scalable IVR call service provider helps you enhance customer satisfaction and reduce operational costs. 

Pricing 

• Per-hour pricing: $1/active user hour
• Per-user pricing: $150/user

How does IVR Software Work?

IVR software works by processing customer queries without any agent interruption via AI conversations or option selection. Here are the steps a typical IVR software follows –

1. Call answering: Firstly, IVR software greets the caller with an AI-generated or pre-recorded message. 
2. Menus: Now, the IVR starts asking questions or showing menu options for the caller to explore and select based on their needs. 
3. User input: Next, the caller must respond to the menu by entering the designated number or explaining their reason for calling. In the case of multi-level menus, you can collect additional information.
4. Action: After collecting the required information, the IVR analyzes the caller’s inputs to identify the reason for calling. Now, the IVR takes suitable action, like directing the call to a relevant agent or department.

Let’s understand this process with an example. Suppose a caller selects the support option on the IVR menu. The software will redirect the caller to self-service options under the support section. If the IVR gets input from the caller that their needs are not met, it transfers the call to the support team for a quick resolution.

Following this process, the IVR aims to achieve the following objectives –

• Empower customers to resolve their queries without any agent assistance. 
• Routes customer calls to a relevant agent when self-service options fall short of fulfilling the caller’s needs. 

What are the Different Types of IVR Systems?

IVR has distinct types that offer unique functionalities targeting specific business needs. Here are the 3 major types of IVR systems –

1. IVR for self-service 

This IVR identifies and routes callers to the right agent that can best resolve their queries without any agent effort. It only transfers calls to live agents for critical queries or when callers’ needs are not met and require tailored assistance. This enables businesses to manage high call volumes at a minimal cost. 

2. Hosted IVR

Hosted IVR empowers you to offer 24/7 customer service to your customers even during off hours. By doing so, you can easily improve customer satisfaction and loyalty without incurring any added outsourcing costs. 

3. Agent-assisted IVR

Agent-assisted IVR enables businesses to connect their existing IVR systems to voice recognition technology. This IVR as a service allows agents to redirect pre-recorded messages without customers knowing that the agent is involved. This way, business calls deliver consistent customer service without incurring high costs.

11 Features of IVR

While choosing an IVR as a service, you must be aware of the core features you can expect and how they can potentially add value to your business. Why? Because that’ll help you choose your feature stack wisely. 

Let’s dive into the features that top IVR companies offer – 

1. Drag and drop flow design to edit or update the call flow design, like adding new numbers or agents without developing complex code or logic flow.
2. Call forwarding to divert incoming calls to multiple devices or number or numbers, eliminating the need for the caller to dial different numbers separately.
3. CRM integration to provide agents with caller information or history using CRM call pops that appear instantly with the incoming call.
4. Call queueing to organize your calls by assigning callers to specific agents or departments based on needs or skills. This eliminates the need to put callers on hold. 
5. Auto-queue callbacks to allow callers to automatically receive a callback when the agent is ready to speak with them. This way, they don’t have to wait in the queue, enhancing their experience.
6. Inbound support to play pre-recorded messages when callers reach out to your business. 
7. Outbound support to disseminate information by sending pre-recorded messages via email and calls. 
8. Call routing to direct inbound calls based on pre-defined criteria. 
9. Call recording to log calls for future reference to evaluate and improve customer service quality and IVR or call path effectiveness. 
10. Call scripts to provide agents with pre-written instructions that they can follow to best cater to customers’ needs and issues. 

You May Also Read : Best Cold Calling Scripts with Examples

11. Pre-recorded messages to answer frequently asked questions and business hours without involving an agent.

7 Best Practices to Setup IVR

IVR best practices are critical to delivering the best customer service and reducing churn rate. In fact, 93% of customers are likelier to purchase again from companies that deliver great customer service.

Leverage this customer behavior by adopting these best practices –

1. Ensure that the call menus and pre-recorded prompts are short and clear. 
2. Add an option of switching to a live agent at all stages of the IVR menu. 
3. Regularly update your call scripts and menus. 
4. Make sure that your IVR integrates with CRM so that customer data is easily accessible to you.
5. Give callers or customers an option to request a callback. 
6. Offer multiple routing methods when the first relevant agent is unavailable. 
7. Ensure your IVR solutions have reporting and analytics features to best identify customer satisfaction levels, staffing needs, and incorrect routing.

Wrapping Up

Adopting a robust IVR system is critical to your business success as the quick support it offers helps you deliver with minimum effort and cost. Such IVR providers are able to offer instant support with IVR features like call routing, automatic call distribution, pre-recorded messages, and more listed above. 

On top of that, to make the most of IVR technology, make sure it has all the required features and perfectly fits your budget. Our buyer’s guide consists of 6 such IVR providers that you must explore. 

The wiser choice is to straightway turn to one of the best IVR system providers in the market i.e., DialerHQ. It lets you handle inbound calls without agent involvement and keeps customers satisfied. So, go ahead and start your free trial today!

Sindhu Bharathi

Sindhu Bharathi is an inquisitive learner and prolific B2B/SaaS writer with experience of working in diverse industries. She has a demonstrated history of delivering well-researched, original content. From generating long-form articles, blogs, and white papers to social media copies, she pivots her skills to resonate with the medium and deliver compelling content that has the power to captivate the audience.

Updated : March 26, 2024

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