10 Platforms With In-Built Smart IVR Systems

The Best IVR Systems for Contact Centers in 2024

Interactive Voice Response (IVR) systems have become an integral part of modern contact centers, serving as virtual receptionists that provide round-the-clock customer support. These systems not only reduce waiting times but also efficiently gather customer information and route calls to the appropriate agents. This blog post explores the top 10 IVR solutions for contact centers in 2024, highlighting their unique features and benefits.

1. JustCall

JustCall is a cloud-based contact center software that offers a comprehensive suite of features designed to enhance customer service operations. Known for its robust functionality and ease of implementation, JustCall is ideal for small and mid-sized businesses looking for a complete call center solution.

Key Features

• Multi-level IVR: The smart IVR system allows businesses to configure multiple levels of options that can route callers to the correct department or agent based on their selections. This feature ensures that customers are directed to the most appropriate resource to address their needs.
• Conversation Intelligence: JustCall IQ provides in-depth analysis of customer interactions through sentiment analysis, live call transcriptions, and real-time prompts. This feature helps businesses gain valuable insights into customer behavior and agent performance.
• Live Call Monitoring: Team leads can monitor ongoing calls and join them in real-time to provide support or guidance to agents. This feature is particularly useful for training purposes and ensuring high-quality customer service.
• Sales and Support Automation: JustCall offers automation features for both sales and support teams. Sales dialer campaigns can be run to contact multiple leads efficiently, while automatic call distribution helps streamline support workflows.
• Call Recording: All calls are automatically recorded and stored, allowing managers to review interactions for quality assurance and training purposes.
• Auto-Save Customer Details to CRM: Integrates seamlessly with CRMs, ensuring that all customer communications, including calls, texts, and voicemails, are automatically saved to the relevant customer profiles.

Pros and Cons Based on User Feedback:

• Pros:
  • Easy integration with existing systems
  • Affordable pricing
  • Effective IVR system for handling high call volumes
• Cons:
  • User interface on the iOS app could be improved
  • Occasional technical issues

Best-Suited For: JustCall is best suited for small and mid-sized businesses looking for a cost-effective and comprehensive call center solution with robust IVR capabilities.

2. Aircall

Aircall is a cloud-based phone and call center solution designed to enhance the efficiency of support and sales teams. It integrates seamlessly with various CRM, helpdesk, and project management tools, making it a versatile choice for businesses with existing tech stacks.

Key Features

• IVR: Aircall’s IVR system provides a menu that routes callers to the appropriate agent based on their selections. This feature ensures efficient call handling and reduces wait times.
• Parallel Calls: Agents can handle two conversations simultaneously by putting one call on hold, which increases productivity and allows for better management of high call volumes.
• Click to Dial: Simplifies the dialing process by enabling agents to call customer numbers directly from the Aircall app, emails, or texts with a single click.
• Analytics: The analytics dashboard offers comprehensive metrics on call activity, including missed call rates and outbound calls per agent, helping managers track performance and identify areas for improvement.
• Toll-Free Numbers: Provides the ability to instantly acquire local and toll-free numbers, enhancing accessibility for customers.

Pros and Cons Based on User Feedback

• Pros:
  • Intuitive and user-friendly interface
  • Easy integration with a wide range of applications
  • Comprehensive analytics for performance tracking
• Cons:
  • Pricing plans require a minimum of three users, which can be costly for smaller companies
  • Some features may be complex for new users

Best-Suited For: Aircall is best suited for large-sized companies that require a robust telephony and call center solution with extensive integration capabilities and comprehensive IVR functions.

3. CloudTalk

CloudTalk is a VoIP telephony system that offers a variety of features tailored for support and sales teams. It integrates with third-party applications like Hubspot, Zoho CRM, and Zendesk, making it a flexible and scalable solution for businesses of all sizes.

Key Features

• IVR: Allows teams to create a customized menu that routes callers to the appropriate agent or solution based on predefined criteria.
• Call Flow Designer: An intuitive drag-and-drop interface that helps create complex call routing workflows, ensuring that customers are always directed to the right place.
• Call Masking: Protects customer and agent identities by keeping personal numbers hidden during calls.
• Number Porting: Enables businesses to transfer their existing phone numbers to CloudTalk without interruption, ensuring continuity of service.
• Call Recording: Records calls automatically, which can be used for training, quality assurance, and compliance purposes.

Pros and Cons Based on User Feedback

• Pros:
  • User-friendly interface
  • Flexible and customizable call flow options
  • Good audio and video quality
• Cons:
  • Occasional connectivity issues reported by users
  • Initial setup can be complex for some users

Best-Suited For: CloudTalk is ideal for companies of all sizes looking for a flexible and scalable telephony solution with advanced IVR capabilities and seamless integration with existing business tools.

4. Kixie Contact Center

Kixie is a phone system solution that includes a powerful IVR system along with features for calling, contact management, and texting. It is designed to improve the efficiency and productivity of sales teams by automating key aspects of the call process.

Key Features

• IVR Auto-Attendant: Allows businesses to record custom messages and create a menu that routes callers to the appropriate department or agent. This feature ensures that customers receive the help they need quickly and efficiently.
• Call Recording: Automatically records both inbound and outbound calls, storing them in the connected CRM for easy access and review. This is useful for training and compliance purposes.
• Sales Leaderboard: Tracks agent performance and ranks them, fostering healthy competition and motivating the team to improve.
• Lead Creation: Automatically creates new leads in the CRM from first-time callers, ensuring that no potential customer is missed.
• Live Call Board: Displays real-time call engagements, helping team leads monitor activity and manage resources effectively.

Pros and Cons Based on User Feedback

• Pros:
  • Effective SMS templates and seamless API integration
  • Intuitive interface that simplifies lead management
  • Active and responsive support team
• Cons:
  • Occasional issues with call quality
  • App performance on iOS devices can be problematic

Best-Suited For: Kixie is best suited for sales teams looking for a comprehensive business phone solution that integrates seamlessly with CRM systems and offers robust IVR capabilities to enhance productivity and customer service.

5. Twilio Contact Center

Twilio is a comprehensive customer engagement platform that offers an omnichannel communication experience. It leverages AI to enhance call routing and customer interactions, making it a powerful tool for businesses looking to improve their customer service capabilities.

Key Features

• IVR: Twilio’s IVR system uses artificial intelligence to efficiently route customers to the appropriate department or agent based on their inputs. This feature ensures quick and accurate service, reducing the time customers spend on hold.
• Call Tracking: This feature maps call sources to specific campaigns, allowing businesses to measure the return on investment (ROI) for their marketing efforts. By understanding which campaigns generate the most calls, companies can optimize their marketing strategies.
• Omnichannel Communication: Twilio integrates various communication channels, including SMS, WhatsApp, and chat, into a single platform. This ensures seamless communication across multiple channels, enhancing the customer experience.
• Integrations: Twilio works with major CRM systems such as Salesforce and Zendesk, allowing businesses to maintain a unified customer database and streamline their operations.
• Reporting: Twilio features a robust drag-and-drop report creator that enables businesses to generate detailed reports on call activities and customer interactions. This helps in analyzing performance and making informed decisions.

Pros and Cons Based on User Feedback

• Pros:
  • Omnichannel Delivery: Twilio’s ability to integrate various communication channels ensures a seamless customer experience across different platforms.
  • Extensive CRM Integrations: Twilio’s compatibility with popular CRMs like Salesforce and Zendesk helps businesses maintain an integrated and efficient workflow.
  • Well-Documented API Methods: The platform provides comprehensive documentation for its APIs, making it easier for developers to integrate Twilio into existing systems.
• Cons:
  • High Overall Cost: Twilio’s pricing structure, which involves separate costs for different products, can result in a higher overall expense for businesses.
  • Limited Analytics Data: Some users have reported that the analytics features are not as comprehensive as those offered by other platforms.

6. Talkdesk

Talkdesk is a comprehensive telephony and contact center solution designed to enhance agent performance and customer satisfaction. It integrates with popular solutions like Salesforce, Zendesk, and Shopify, providing a seamless experience for both agents and customers.

Key Features

• Voice Engagement: Talkdesk offers smart routing based on IVR selections, business hours, and agent skills. This ensures that customers are directed to the most suitable agent or department, reducing wait times and improving service quality.
• Virtual Agent: Talkdesk’s virtual agent provides 24/7 customer support through conversational AI, allowing businesses to offer round-the-clock assistance without additional staffing.
• Screen Recording: This feature captures agents’ desktop activity during calls, providing valuable insights for performance analysis and training purposes.
• Feedback System: Talkdesk includes tools for creating, deploying, tracking, and managing surveys and feedback forms. This helps businesses gather customer feedback and make data-driven improvements.
• Live Performance Tracking: The platform offers real-time tracking of agent performance against key performance indicators (KPIs), enabling managers to monitor and optimize their team’s productivity.

Pros and Cons Based on User Feedback

• Pros:
  • Easy Implementation: Users have praised Talkdesk for its straightforward setup and integration process, which minimizes downtime and disruption.
  • Excellent Call Quality: Talkdesk consistently delivers high-quality voice communications, ensuring clear and reliable customer interactions.
  • Comprehensive Performance Reports: The platform’s reporting tools provide detailed insights into agent performance, helping managers identify strengths and areas for improvement.
• Cons:
  • Higher Pricing: Talkdesk’s pricing is higher compared to some competitors, which may be a consideration for budget-conscious businesses.

7. GoTo Connect

GoTo Connect is a cloud-based communication solution offering voice, meetings, and messaging services. Its smart IVR system ensures efficient call routing and enhances customer service.

Key Features

• Auto-Attendant: GoTo Connect’s auto-attendant routes customers based on their selections, ensuring they reach the appropriate department or agent quickly.
• Call Forwarding: This feature allows calls to be transferred to the right person without disconnection, maintaining a smooth customer experience.
• Call Queues: Incoming calls are smartly distributed to available agents, preventing long waiting times and improving service efficiency.
• Voicemail Over Email: Voicemails are sent as sound files to email, allowing agents to review and respond to messages conveniently.
• Audio Conferencing: GoTo Connect facilitates audio conferencing, enabling teams to connect across borders via VoIP and collaborate effectively.

Pros and Cons Based on User Feedback

• Pros:
  • Affordable Pricing Plans: GoTo Connect offers competitive pricing, making it accessible for small and mid-sized businesses.
  • Easy Deployment: Users appreciate the platform’s straightforward setup process, which allows for quick implementation.
  • Visual Drag-and-Drop Editor: The intuitive editor simplifies the creation and management of call flows and IVR menus.
• Cons:
  • Basic Plan Limitations: The basic plan has some limitations, which may require businesses to upgrade for additional features.
  • Support Issues: Some users have reported challenges in resolving issues through customer support, which can affect the overall experience.

8. Zendesk

Zendesk is a leading customer service platform that offers an all-in-one solution for sales and service teams. Known for its robust suite of tools, Zendesk aims to enhance customer interactions and streamline service processes. Its IVR system is designed to efficiently route calls and provide self-service options, making it a vital component of its comprehensive customer service platform.

Key Features

• IVR and Phone Trees: Zendesk’s IVR system allows businesses to create customizable phone trees that route customers based on their selections. This feature ensures that callers reach the appropriate department or agent quickly, enhancing the overall customer experience.
• Email Integration: Supports unlimited email addresses, allowing businesses to manage all email communications within a single platform. This integration helps streamline communication and ensures that no customer query goes unanswered.
• Chatbot: The platform integrates a website chat widget, enabling real-time interaction with customers. This feature helps provide instant support and answers to common questions, reducing the load on human agents.
• Voicemail: Records voicemail messages and automatically creates support tickets based on the content. This ensures that all customer messages are tracked and addressed in a timely manner.
• Self-Help Service: Integrates FAQs and a knowledge base, allowing customers to find answers to their questions without needing to speak to an agent. This feature helps reduce call volumes and empowers customers with self-service options.

Pros and Cons Based on User Feedback

• Pros:
  • Extensive Features for Customer Service: Zendesk offers a wide range of tools and features designed to enhance customer support, making it a versatile platform for businesses of all sizes.
  • Intuitive UI: The user interface is designed to be user-friendly and easy to navigate, which helps agents quickly find the information they need and respond to customer queries efficiently.
  • Integrates All Communication Channels: Zendesk seamlessly integrates various communication channels, including phone, email, chat, and social media, providing a unified customer service experience.
• Cons:
  • Higher Pricing: The cost of using Zendesk can be relatively high, especially for smaller businesses. However, the extensive features and capabilities may justify the investment for many organizations.
  • Customer Service Can Be Lacking: Some users have reported issues with Zendesk’s customer support, noting that it can be difficult to get timely assistance when needed.

9. LiveAgent

LiveAgent is a cloud-based helpdesk solution that offers a comprehensive suite of features designed to streamline customer support operations. It integrates over a hundred ticketing features and provides robust communication tools, making it an ideal choice for businesses looking to enhance their customer service capabilities.

Key Features

• Smart IVR: LiveAgent’s IVR system allows businesses to create custom messages and routing trees that guide customers to the appropriate agent or department. This feature ensures that customer calls are handled efficiently and effectively.
• Robust Helpdesk: The platform integrates all communication channels, including email, chat, and phone, into a single ticketing system. This helps businesses manage customer interactions more efficiently and ensures that no query goes unanswered.
• Customer Feedback: LiveAgent automates the collection of customer feedback after each interaction. This feature helps businesses gather valuable insights into customer satisfaction and agent performance.
• Contact Forms: The platform allows businesses to build and deploy contact forms on their websites. These forms help capture customer queries and route them to the appropriate department for a quick response.
• Workflows: LiveAgent offers workflow automation tools that help businesses streamline their support processes. Automated ticket and call assignments ensure that customer queries are handled promptly and by the right agents.

Pros and Cons Based on User Feedback

• Pros:
  • All-in-One Helpdesk Solution: LiveAgent provides a comprehensive set of tools for managing customer support, making it a versatile platform for businesses of all sizes.
  • Easy to Manage: The platform is designed to be user-friendly and easy to manage, even for teams with limited technical expertise.
  • Quick Customer Support: Users have praised LiveAgent for its responsive customer support, which helps resolve issues quickly and efficiently.
• Cons:
  • Limited Knowledge Base: Some users have noted that LiveAgent’s knowledge base is not as extensive as they would like, which can make finding specific information challenging.
  • Reporting Features Need Improvement: The platform’s reporting tools are somewhat limited, and some users have expressed a desire for more advanced analytics capabilities.

10. Five9

Five9 is a cloud contact center solution that offers advanced automation and AI features designed to enhance customer engagement. Its IVR system supports multiple interaction methods, including visual and voice, making it a powerful tool for businesses looking to improve their customer service capabilities.

Key Features

• Smart IVR: Five9’s IVR system supports both click and speech interactions, allowing customers to navigate the system using their voice or keypad inputs. This flexibility helps ensure a smooth and efficient customer experience.
• Visual IVR: The platform offers a visual IVR that engages customers with a clickable interface. This feature allows customers to navigate menus and find the information they need quickly and easily.
• Call Recording: Five9 automatically records all calls, providing businesses with valuable data for quality assurance and training purposes. These recordings can be used to monitor agent performance and ensure compliance with company policies.
• Social Channel Integration: Five9 integrates various social media channels into its platform, allowing businesses to manage all customer interactions from a single interface. This feature helps ensure consistent and efficient communication across all channels.
• Gamification: The platform includes gamification features that reward agents based on their performance. This helps motivate agents and encourages a healthy competitive environment within the support team.

Pros and Cons Based on User Feedback

• Pros:
  • Feature-Rich Platform: Five9 offers a wide range of advanced features designed to enhance customer service and agent performance, making it a versatile and powerful solution for businesses.
  • Robust Call Routing System: The platform’s call routing capabilities are highly effective, ensuring that customers are directed to the appropriate agent or department quickly and efficiently.
  • Excellent Voice Quality: Five9 consistently delivers high-quality voice communications, ensuring clear and reliable interactions with customers.
• Cons:
  • Higher Pricing for Advanced Features: Five9’s pricing can be relatively high, especially for businesses that require access to its more advanced features. However, the platform’s capabilities may justify the investment for many organizations.
  • Can Be Challenging to Use: Some users have reported that Five9 can be somewhat complex to use, particularly for those who are not familiar with advanced contact center solutions.