Top 6 IVR Software (Jun 2024)

IVR Buyer's Guide

Overview

Interactive Voice Response (IVR) software is a technology that allows computer systems to interact with humans through the use of voice and DTMF tones input via a keypad. IVR systems can handle a large volume of phone calls by automatically interacting with callers and directing them to the appropriate information or department.

What is IVR software and why businesses need it?

IVR software is essential for businesses that receive a high volume of incoming calls. It helps to automate customer interactions, route calls efficiently, provide self-service options, and gather valuable information from callers. By implementing IVR systems, businesses can improve customer service, reduce wait times, and increase operational efficiency.

Main Features

Some key features of IVR software include call routing, voice recognition, DTMF tone input, self-service options, integration with CRM systems, call recording, analytics and reporting, multi-language support, and scalability to handle peak call volumes.

Main Business Processes IVR software can help with

IVR software can assist businesses in various processes such as customer support, sales and marketing, payment processing, appointment scheduling, order tracking, surveys and feedback collection, emergency notifications, and information dissemination.

Steps on how to buy IVR software

1. Identify your business needs and objectives for implementing an IVR system. 2. Research different IVR software vendors and their offerings. 3. Request demos and trials from selected vendors to evaluate the software. 4. Consider factors such as scalability, integration capabilities, pricing, and customer support. 5. Obtain quotes and negotiate terms with the chosen vendor. 6. Implement the IVR software with the help of the vendors support team. 7. Train your staff on using the IVR system effectively. 8. Monitor and analyze the performance of the IVR system to make necessary improvements.

Things to consider

When purchasing IVR software, consider factors such as the scalability of the system, integration with existing software, ease of customization, security features, compliance with industry regulations, reporting capabilities, and ongoing support and maintenance services provided by the vendor.

Most popular vendors and their market share

Some of the most popular IVR software vendors in the market include Genesys, Avaya, Cisco, Aspect Software, Five9, and Nuance Communications. Genesys holds a significant market share in the IVR software industry, followed by Avaya and Cisco.

Trends and future of IVR software

The future of IVR software is moving towards more intelligent and personalized customer interactions through the use of AI and machine learning technologies. Advanced speech recognition, natural language processing, and sentiment analysis capabilities are expected to enhance the customer experience and drive greater efficiency in IVR systems.

10 questions to ask software vendors during a demo

1. How customizable is your IVR software to suit our specific business requirements? 2. What integration capabilities does your software offer with our existing CRM or helpdesk systems? 3. How does your IVR system ensure data security and compliance with industry regulations? 4. Can your software support multi-channel interactions beyond voice calls? 5. What analytics and reporting features are available to track the performance of the IVR system? 6. How easy is it to scale up the IVR system to handle increased call volumes during peak times? 7. What level of customer support and training do you provide for implementing and using the IVR software? 8. Does your software offer options for self-service customization by our internal IT team? 9. What are the pricing models available for your IVR software, and are there any hidden costs? 10. Can you provide case studies or references of similar businesses that have successfully implemented your IVR solution?

Head to head IVR software leaders comparisons:

List of IVR Software:

Business Phone Systems Price Range

Organizations would typically have to pay up between $17 and up to $1000 for Business Phone Systems software. However, the Price differs between Hosted systems and on-premise ones, and the majority of vendors charge their software cost per user. Additional billing can be present for services such as VoIP-Traditional Phone switch, Broadband, and Hosting. Users can also consider price points for some of these software products by their fit for company size, such as is follows:

• Small scale businesses can expect to pay between $15 and $40 a month for VoIP Business Phone Systems. For example, GoToConnect and RingCentral Office pricing both begin at $20 a month, Dialpad Talk cost price at $15 per month, and Mitel pricing goes for $21 monthly. Furthermore, Ooma Office has a base subscription of $20 per month, with another Pro plan at $25 monthly. Vonage Business Solutions charges $15 per month for each line, and users can get an extension for $40 a month per line.
• Medium-sized organizations would typically find software with cost price ranging between $95 and $179 monthly. For example, CallRails Business subscriptions start at $95 a month, REIRail Gold pricing begins at $97 per month, and MeetingSphere costs $99 monthly. Also, Dixa has a Professional plan which costs $99 a month, a Premium and Platinum plan that goes for $139 and $179 per month, respectively.
• Large Corporations generally have to pay up to $1500 a month for VoIP BPS software. DCDial, for example, has a Grow plan, which begins at $899 a month, with the option to a Pro subscription, which costs $1499 per month. BoardBookIt Professional pricing starts at $585 a month, with an enterprise plan which has a cost price of $792 monthly. Additionally, Brazen pricing begins at $1999 for each event.

Some of the best of breeds have cost prices that lie within distinct price ranges; the analyses of their pricing are as follows:

• VoIP Phone Systems These software products exist within the price range of $30-$45 a month. For example, Versature Essentials cost $30 per month, and its user can opt for the Professional and Enterprise plans, both of which go for $35 and $45 a month, respectively. MiCloud Connect has a starting cost price of $21 per month for each user, with Premier and Elite subscriptions, which costs $27 and $38 monthly. Furthermore, pricing for MightyCall starts at $20 a month, TeamViewer at $49 per month, and ConnectWise One at $19 monthly.
• VoIP SoftPhones Users would generally have to pay between $0 and $100 a month for VoIP Softphone software. For instance, Freshcaller Sprout is free, and its users can procure Blossom or Garden subscriptions for $19 and $39 a month, respectively. Furthermore, Nice inContact pricing starts at $100 monthly for each user and Intulse at $15 a month.
• Auto Attendant Systems Auto Attendant System products have prices that could reach up to $1000 a month. For example, Voximplant has a Small subscription which starts at $100 a month, and a Medium Messaging plan at $1000 per month. MightyCall pricing goes for $20 a month, and Sharpen cost price begins at $25 monthly – Sharpen also has an Empower plan that costs $119 per month.
• Small Business Phone Systems Users can expect a price range of $15-$65 for Small Business Phone Systems software. SIP.US cost price, for example, starts at $25 monthly, ActiveDEMAND pricing begins at $15 a month and goes up to $65 per month.
• Online Meeting Software These products have cost prices between $7 and $32 a month. Cisco Webex Starter pricing is $14 per month for each host, Doodle Team costs $32 a month, and SamePage goes for $8 monthly. Livestorm also begins at $39 monthly.
• Business Phone Service Providers Vendors of Business Phone Service Provider software generally charge between $20 and $100 per month for starter subscriptions. Genesys Cloud 1 pricing starts at $75 a month, CallHippo Bronze at $18 monthly, and MeetFox at $11 per month.
• Conference Calling Software These software products have cost prices up to $199 a month. For example, HighFive pricing starts at $199 per month for each room, LoopUp costs $22 monthly, and Vectera Pro at $9 each month per host.