Interactive Voice Response (IVR) software is popular for businesses looking to streamline their customer experience.
According to a report by Business Wire, the global IVR market is expected to reach $2.61 billion by 2025, with a Compound Annual Growth Rate (CAGR) of 10% within this period.
When looking to purchase an IVR solution for your business, there are several important features to consider, such as the ability to upload your own audio, ease of use, integrations, and price.
In this article, we’ll explore the top IVR features for small and medium-sized businesses, how to choose the right IVR software and provide a list of the best IVR software available in the market.
Top IVR Features to Consider
When choosing an IVR solution for your business, it’s important to consider the features that will help enhance the customer experience and streamline workflows.
Here are some of the key features your IVR platform should have:
Data Collection and Analytics
A good IVR system should allow businesses to gather valuable insights into their customer interactions. Look for software that can collect data on call volume, frequently asked questions and caller demographics.
This software usually provides analytics and reporting tools to help you make data-driven decisions.
Call routing is an essential feature that enables businesses to direct callers to the right department or agent quickly. Ensure that your IVR solution provides customizable routing options that align with your business structure and call flow.
Implementing voice recognition technology in your IVR system can improve self-service options, reduce wait times, and enhance the overall customer experience. Make sure to choose a solution that offers high accuracy and allows for customization to match your business’s unique needs.
Call recording is a valuable tool for quality assurance and training purposes. Choose an IVR solution that allows you to record and review calls easily and provides options for call storage and retrieval.
How to Choose the Right IVR Software
Selecting the right IVR software for your business can be daunting. But, with a few key considerations, you can make an informed decision. Here are some essential factors to keep in mind when choosing an IVR system:
The IVR software you choose should align with your business needs and call flow requirements. Consider the features and capabilities that are essential to your business, such as call routing, customizable greetings, and voice recognition, and ensure the solution you choose provides these functions.
Price is an important consideration when selecting an IVR system, as costs can vary widely depending on your required features and functionalities. It’s essential to balance your business’s budget with your IVR needs and choose a solution that provides value for money.
Consider the other software and systems your business uses, such as CRM or ticketing systems. As a business owner, you must ensure that your chosen IVR solution integrates seamlessly with these tools. This can help streamline workflows and improve the overall customer experience.
5 Best IVR Software for Small to Medium-Sized Businesses
Here are the top five IVR software solutions that can take your customer service to the next level. Each of these software solutions offers unique features and capabilities, so read on to find out which one is best suited to your business needs.
Zendesk is a leading provider of IVR software, offering advanced call routing and voice recognition capabilities. Its IVR solution comes with powerful call recording and analytics tools to provide comprehensive insights into customer interactions.
Zendesk’s IVR solution is available as part of their Suite Team, Suite Growth, and Suite Professional pricing plans, which are priced at $49, $79, and $99 per agent per month, respectively.
Aircall is a cloud-based platform that offers a customizable IVR system to meet the unique needs of businesses. Its IVR solution allows users to set up call routing, create customized greetings, and even generate virtual phone numbers.
Aircall’s analytics tools help monitor call performance and track metrics for better decision-making. Aircall’s pricing is divided into two plans: Essentials, priced at $30 per user per month, and Professionals, priced at $50 per agent per month.
Freshdesk offers an IVR solution that streamlines customer interactions by offering automated voice and touch-tone menus. Its IVR system can be integrated with multiple channels, such as phone, email, chat, and social media, for a seamless customer experience.
Freshdesk’s IVR solution is available in three pricing plans: Growth, which is priced at $15 per agent per month, Pro, which costs $49 per agent per month, and Enterprise, priced at $79 per agent per month.
Freshdesk’s IVR system also includes advanced reporting and analytics features, making it easier to gain insights into customer interactions and optimize processes.
JustCall‘s IVR solution allows businesses to automate customer calls, route them to the right team, and offer self-service options. Its IVR system includes features like customizable greetings, menu options, and routing rules.
JustCall also integrates with several popular CRMs and other tools, making it easier to manage customer interactions.
JustCall’s pricing is divided into three plans: Standard, which costs $24 per user per month. Premium, priced at $48 per agent per month, and Custom, which requires a quote request.
JustCall’s advanced features, such as autodialer, make it a popular choice for sales and customer support teams.
SquareTalk offers a cloud-based IVR system that automates customer interactions, and streamlines call routing. Its IVR solution can be customized with voice prompts, menu options, and routing rules to match the business’s specific needs.
SquareTalk’s IVR system integrates with various CRMs, help desks, and other tools, making it easier to manage customer interactions. SquareTalk’s pricing is divided into three plans: Axiom, which costs $15 per user per month. Matrix, priced at $30 per agent per month, and a Combined Platform plan that requires a quote request.
SquareTalk’s advanced features include call queueing, queue callback, and a cloud-based AI predictive dialer, making it a popular choice for businesses looking to improve their customer service and operational efficiency.
Choose the Best IVR Software for Your Company’s Needs
Choosing the right IVR software for your business is critical to provide excellent customer service and streamlining communication. With the rise of AI text-to-speech technology, businesses can leverage IVR systems to enhance their customer experience and improve operational efficiency.
Ultimately, businesses need to evaluate their specific requirements, budget, and goals to determine the right IVR software that can meet their needs. By investing in the right IVR solution, businesses can improve their customer engagement, boost productivity, and stay competitive in today’s digital age.