10 Best IVR Systems for Customer Service

Interactive Voice Response (IVR) systems have redefined customer service by simplifying operations and enhancing customer experiences. Beyond handling basic call management, they include advanced features like intelligent call routing, multi-channel support, and real-time analytics.

By analyzing customer interaction with agents and sentiment analysis for intent, IVR systems with call queues allow businesses to deliver personalized and efficient solutions. IVRs improve the customer interaction experience by mapping the customer journey and aid in efficient call handling and response.

In this blog, we present the 10 best IVR systems to help you enhance your customer experience and drive better results.

List of the Best IVR Systems for Customer Service

1. AvidTrak
2. Aircall
3. CallHippo
4. CloudTalk
5. Dialpad
6. MightyCall
7. Nextiva
8. RingCentral
9. Twilio
10. Vonage

1. AvidTrak

AvidTrak is one of the best IVR systems designed to help businesses manage customer interactions and get deeper insights into the customer journey. This software offers simple call routing as well as advanced features such as nested call queuing to route calls to agents based on customer need and agent’s skills. From tracking customer calls and web traffic to integrating with top CRM systems, AvidTrak delivers the tools needed to simplify operations and boost customer service at the lowest cost.

This tool is perfect for contact centers and marketing teams, thanks to its excellent customer support that helps you every step of the way. AvidTrak offers detailed reports on the visitor journey and interactions, allowing businesses to tailor the visitor experience based on their unique needs. It has an easy-to-use interface and a feature-rich platform that helps teams to browse and take advantage of its capabilities. AvidTrak’s free trial includes full access to all features, allowing businesses to test drive the platform and experience all its capabilities risk-free. 

Features

• Advanced IVR system
• Advanced Call Queues
• Agent Coaching
• Supervisor Listening 
• Call Barging
• Outbound Calling with Power Dialer
• Instant Lead Notification
• Call Whisper
• Google Analytics 4 Integration
• Customizable Reporting Dashboard
• Simultaneous Call Forwarding
• Call Recording
• Call Transcription
• Advanced DNI Options
• Call Email Alerts
• Tracking ID Hide/Display
• Area Code-Based Call Routing (Geolocation Zip Code Routing)
• After Hours Call Routing
• Caller Sentiment Detection
• Sub-domain Number Follow
• Sequential Call Forwarding
• Third-Party Integrations
• Customizable Call Attribution
• Form Tracking
• Inventory of Phone Numbers

Top 3 Features

1. Strong IVR Configuration

Create custom call flows with greetings and prompts to guide callers to the right department. This IVR system blocks robocalls and recognizes caller intent.

2. Keyword Tracking with AI Precision

AvidTrak’s AI-powered keyword tracking filters match keywords from live call transcripts, offering deep insights into campaign performance. You no longer need to listen to every phone call manually. Instead, you can search for flagged keywords or phrases and generate reports that highlight intent triggers. Additionally, the transcription feature allows you to assess agent-customer interactions using the sentiment analysis embedded within the AI transcription tool.

3. Advanced Call Routing 

Quickly connect with callers by routing incoming calls to multiple agents or departments simultaneously. This helps in reducing wait times and improving customer satisfaction.

Pros

• Extensive customization options at no extra cost
• Transparent and affordable pricing with no hidden fees
• Outstanding support offering prompt customer assistance
• Smooth integration with leading CRM platforms
• Sophisticated tools for call tracking, routing, and marketing insights
• Easy to use platform for hassle-free setup and operation
• No obligation 14-day free trial with $20 credit inclusive of all features
• Boosts campaign results and increases conversion rates
• Flexible solution catering to both simple and complex tracking requirements

Cons

• Lacks integration with GHL
• Partner Connector for Looker Studio is not supported yet

Pricing

AvidTrak offers 3 pricing plans:

• Starter: $15/month
• Professional: $30/month
• Agency: $55/month

Final Verdict

AvidTrak is the ideal solution for businesses seeking to improve their customer service operations with excellent IVR capabilities. Equipped with advanced tools like dynamic number insertion and seamless integrations with Google Analytics, Google Ads, and leading CRMs, it provides a comprehensive customer service solution that delivers a consistent customer experience across every interaction.

AvidTrak offers detailed analytics for a complete view of your campaign performance, helping you track, optimize, and improve customer interactions. AvidTrak’s efficiency, innovation, along with extensive customization options, and affordability, make it the best IVR systems in the market.

Take your customer service operations to the next level. Get started with AvidTrak today and experience smarter tracking and better results!

2. Aircall 

Aircall is a cloud phone system designed for customer service operations, providing intuitive tools to improve how customer service teams manage customer calls and interactions. Its focus on simplicity and scalability makes it a good choice for teams of all sizes.

Features

• Smart Call Routing
• IVR
• Audio Messages
• Power Dialer
• Detailed Analytics Tools
• Smart Queuing 

Top 3 Features

1. Smart Call Routing

Pinpoint a caller’s purpose more precisely. Adapt to time-of-day patterns, optimizing call handling during peak hours and downtime.

2. IVR System

Quickly categorize callers based on their needs and seamlessly route them to the most suitable agent. Configure single or multiple IVRs in just minutes, providing customers with efficient and personalized service that enhances their experience.

3. Smart Queueing

With this feature, you can prioritize incoming calls intelligently, ensuring efficient handling by contact center agents.

Pros

• Scalable cloud contact center platform
• Comprehensive analytics for resolving customer complaints

Cons

• Limited outbound features
• Premium plans are required for advanced features

Pricing

Aircall offers 2 pricing options:

• Essentials: $30/license

• Professional: $50/license 

You can also contact them for a custom quote. 

Final Verdict

Aircall offers a reliable cloud contact center solution, making it a practical option for businesses looking for scalable and user-friendly IVR systems. Its simplicity and functionality make it well-suited for teams aiming to improve their customer service operations with ease. However, you will have to take a premium plan to access advanced features.

3. CallHippo

CallHippo is a contact center solution for businesses with diverse customer bases. It focuses on multi-language IVR systems and easy call management, making it a helpful tool for companies working with customers. It’s a practical option for companies needing straightforward tools.

Features

• Call Recording
• Voicemail
• Automatic Call Distribution
• IVR Facilities
• Call Monitoring
• Smart Call Forwarding
• Voicemail Greeting

Top 3 Features

1. Smooth IVR System

CallHippo enables callers to browse a menu using voice commands, making it easier to route calls efficiently and provide quicker access to the right support.

2. Call Forwarding

CallHippo’s call forwarding feature ensures seamless call redirection to any number, allowing businesses to stay connected with customers.

3. Call Routing

Simplify call management by directing calls to the right agent, ensuring faster outcomes and improved customer satisfaction.

Pros

• Easy setup and integration
• Business tools for international teams

Cons

• Limited outbound call features in basic plans
• Integrations may be complex for first-time users
• Requires annual contract

Pricing 

CallHippo offers 3 plans:

• Starter: $18 per month/billed annually

• Professional: $30 per month/billed annually 

• Ultimate: $42 per month/billed annually

Final Verdict 

CallHippo provides an adaptable IVR solution that caters to the needs of businesses with diverse customer bases. Its multi-language capabilities and straightforward features make it particularly suitable for companies supporting global audiences. However, you cannot make any changes to your plan until your yearly subscription ends.

4. CloudTalk  

CloudTalk is a cloud-based contact center software designed for modern businesses that want to manage customer interactions efficiently. It provides a favorable solution for managing incoming calls, upgrading customer experience, and improving contact center performance. 

Features

• Call Queuing 
• IVR System
• Call Routing
• Call Transcription
• Call Recording
• Automated Notifications 

Top 3 Features

1. IVR System

CloudTalk’s IVR systems enable customers to resolve their issues efficiently, either through self-service options or by connecting with a live agent. 

2. Call Queueing

Automatically route calls based on set criteria, directing customers to the right agent, device, or voicemail, even outside business hours.

3. Call Flow System

Guide callers with interactive voice response to connect them quickly to the right expert, resolve issues faster, and cut call times. 

Pros

• Easy integration with CRMs 
• Scalable solution for growing businesses

Cons 

• Premium plans can be costly for small teams
• Customization options are limited

Pricing

CloudTalk offers the following pricing quotations:

• Starter: $25 per month

• Essential: $30 per month 

• Expert: $50 per month

• Custom: Contact sales  

Final Verdict

CloudTalk is a practical solution for businesses looking to reform their customer service operations with features like intelligent call routing, real-time analytics, and easy integration. Though its features might not complement larger businesses and complex operations, its adaptability makes it a valuable option. 

5. Dialpad

Dialpad is a cloud contact center software built for companies looking to amplify their customer service operations and productivity. It is a valuable interactive voice response software offering features like real-time analytics, integrations, and call routing, helping businesses deliver efficient customer interactions. 

Features

• Extensive IVR system 
• Call Analytics
• Power Dialer
• Smart Call Routing Option
• Call Forwarding

Top 3 Features

1. Simple Call Forwarding

This feature helps forward missed calls so they reach your colleague, cell phone, or another line. You set it up in seconds from your online dashboard.

2. IVR Systems

Route calls automatically and serve as an around-the-clock solution when agents in your contact center aren’t available.

3. Call Analytics

Dialpad tracks key metrics in real time, helping you improve customer experiences and monitor team performance through its user-friendly dashboard. It also shows popular IVR options to simplify your menu.

Pros

• Affordable for basic IVR needs
• Streamlined integration with existing business applications

Cons

• Advanced features require premium pricing plans
• Limited campaign tracking features
• Limited support for outbound features

Pricing

Dialpad offers 3 pricing models, which are as follows:

• Standard: $15 per month

• Pro: $25 per month

• Enterprise: contact sales 

Final Verdict

Dialpad is another platform that offers advanced interactive voice response attributes to companies but it lacks dynamic number insertion capabilities which limit the ability to evaluate campaign performance. It is known for its innovative features and affordability, making it an optimal choice for businesses seeking intelligent tools to enhance customer service standards. However, their support is slow and does not offer much guidance on outbound features. 

6. MightyCall   

MightyCall is another IVR system designed for small and medium-sized businesses. It offers basic features for customer support without the complexity of larger systems. MightyCall has a simple yet useful feature set that includes call recording, voicemail transcription, customizable call routing, and integration with popular tools. 

Features

• Customizable Call Routing
• Call Queuing
• Custom Greeting 
• Call Recording
• IVR Systems
• Call Transfer

Top 3 Features

1. IVR System

Automatically provide information, route calls between offices, and direct business conversations exactly where they need to go with a simple IVR system.

2. Call Recording

MightyCall helps you record both inbound and outbound calls so that they help train teams and improve customer support whenever accessed. 

3. Call Transfers

Call transfer allows agents to redirect incoming calls to another team member, department, or external number for improved call handling efficiency.

Pros

• Affordable pricing for small businesses
• Quick and easy setup for teams with limited skills

Cons 

• Limited scalability for larger teams
• Requires an annual contract
• Basic analytics compared to competitors

Pricing 

MightyCall offers the following plans:

• Core: $15 per month billed annually 

• Pro: $23 per month billed annually

• Power: $30 per month billed annually

• Enterprise: $50 per month billed annually

Final Verdict 

MightyCall is a good option for small businesses looking for a simple and effective way to manage customer calls without unnecessary complexity. Its easy setup, intuitive interface, and reliable support make it simple for any team to manage communications effectively. However, the features are basic as compared to other tools. 

7. Nextiva

Nextiva is another cloud contact center platform offering a complete array of business communication tools. It focuses on providing an advanced IVR system, a manageable interface, and collaborative features for medium to large organizations. This tool helps optimize customer engagement channels.

Features

• Advanced IVR Customization
• Call Recording 
• Extensive Analytics Tools
• Intelligent Routing 

Top 3 Features

1. Advanced IVR Customization

Nextiva’s IVR system can be used to handle customer calls efficiently and adapt to various business needs.

2. Detailed Analytics

This IVR system offers in-depth reporting on customer interactions, helping businesses improve their service standards.

3. Call Recording 

This is another of the best IVR systems that allows businesses to automatically record all calls or enable on-demand recording for specific conversations. 

Pros

• Integrates easily with different platforms
• Reasonable customization options

Cons 

• Pricing may be higher for small businesses
• Advanced features require training
• Technical knowledge required

Pricing 

Nextiva offers different pricing plans, listed below:

• Digital: $20 per month

• Core: $30 per month

• Engage: $40 per month

• Power Suite: $60 per month

Final Verdict 

Nextiva is a good choice for companies seeking contact center solutions for large teams. Its IVR system is equipped with a great set of features and tools, helping agencies improve customer service standards and business efficiency. However, some technical knowledge is required to make the best of this tool.

8. RingCentral 

RingCentral is another IVR system that provides an optimal contact center solution. It offers valuable IVR capabilities for businesses that want to focus on handling multi-channel customer interactions and business growth simultaneously. 

Features

• Visual Voicemails
• Call Recording
• IVR System
• Call Forwarding
• Multi-Way Conference Call
• Call Recording 

Top 3 Features

1. Automatic Call Recording

Automatically record inbound and outbound calls or start recordings on demand. This helps maintain service quality and train new agents. 

2. IVR System

This system helps set up a call menu to guide callers to the appropriate department or service, ensuring a reduction in wait times and improved customer satisfaction.

3. Call Forwarding

RingCentral’s call forwarding ensures you never miss important calls by redirecting them to any external number or device. 

Pros

• User-friendly interface
• Scalable for large teams

Cons 

• Premium features require higher pricing plans
• Setup can be time-consuming for large organizations

Pricing 

RingCentral offers 3 pricing models, which are as follows:

• Core: $20/user per month
• Advanced: $25/user per month
• Ultra: $35/user per month

Final Verdict 

RingCentral’s contact center solutions provide multi-channel communication options and easy collaboration tools, making them a practical choice for businesses of all sizes. It helps companies adapt their contact center to meet growing needs, and features like call routing and integration with common business applications help improve efficiency and customer interactions. While the setup is easy, it can be time-consuming. 

9. Twilio 

Twilio is a cloud communications platform that provides developers with tools to integrate voice, messaging, video, and email capabilities into their applications. Known for its flexibility and scalability, Twilio helps businesses build customized communication solutions such as Interactive Voice Response (IVR) systems, as well as SMS notifications. 

Features 

• IVR Systems
• Intelligent Routing and Analytics
• Attribution 
• Multi-Channel Integration
• Speech Recognition

Top 3 features

1. Text to Speech

Twilio allows IVR systems to read out dynamic messages to callers, such as personalized greetings or updates. This feature boosts accessibility and user experience.

2. IVR 

Twilio lets you set up simple phone menus where callers can press buttons to choose options for an easy and simple customer experience. 

3. Call Routing

This tool helps to direct incoming calls to specific departments or agents based on user input. It ensures callers are connected to the appropriate resources efficiently.

Pros 

• Reliable analytics for understanding customer behavior
• Highly customizable IVR workflows

Cons 

• Requires technical expertise for setup and customization
• Advanced features cost extra

Pricing 

Twilio offers flexible plans for specific features and tools your business requires. Reach out to Twilio for a personalized quote. 

Final Verdict 

Twilio’s adaptable and AI-enabled systems provide a practical option for businesses seeking customizable solutions. Its programmable IVR capabilities allow organizations to build custom workflows that suit their unique needs to boost business growth productively. However, customers are required to pay high prices for its advanced features. 

10. Vonage 

Vonage is another cloud-based contact center solution made to help businesses manage customer interactions effectively across multiple channels. With features like omnichannel support, intelligent routing, and CRM integration, Vonage provides tools to improve customer engagement and strengthen communication workflows. 

Features

• Customizable IVR Configurations
• Call Analytics 
• Intelligent Routing
• Call Recording
• CRM Integration

Top 3 Features

1. Call Recording

Vonage’s call recording feature allows businesses to automatically or manually record calls for quality assurance and compliance. 

2. IVR Configurations

Vonage allows customization of their IVR systems, so that customer calls are handled efficiently and in line with their specific needs.

3. Intelligent Routing

Dynamically route incoming communications based on customer data and criteria, connecting clients to the most appropriate agents and enhancing efficiency.

Pros

• Scalable for growing businesses
• Simple setup and integration with existing systems

Cons 

• Basic plans lack advanced analytics tools
• Customization options are limited in basic plans

Pricing 

Contact their sales team to discuss your requirements and receive a customized quote.

Final Verdict 

Vonage is a good choice for businesses seeking a flexible solution. Its customizable features and performance make it a reliable option for diverse customer service operations. By offering reliable solutions, Vonage helps businesses to deliver personalized and efficient customer experiences. However, the basic plans do not offer advanced tools.

Feature Comparison Table

Features / Tools	AvidTrak	AirCall	CallHippo	CloudTalk	Dialpad	MightyCall	Nextiva	RingCentral	Twilio	Vonage
Call Recording	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Extensive Customization	✅	❌	❌	✅	✅	❌	✅	✅	❌	✅
Call Routing	✅	✅	✅	✅	✅	✅	✅	❌	✅	✅
Call Queue	✅	✅	✅	✅	❌	✅	✅	✅	✅	✅
Call Whisper	✅	✅	✅	❌	✅	✅	✅	❌	✅	✅
IVR	✅	✅	✅	✅	✅	✅	✅	✅	✅	✅
Call AI Transcription	✅	✅	✅	✅	❌	✅	✅	❌	✅	❌
DNI	✅	✅	❌	✅	❌	❌	❌	❌	✅	❌
Zip-Code Routing	✅	✅	❌	❌	❌	✅	✅	✅	❌	✅
Pricing (Starting)	$15/mo	$30/mo	$18/mo	$25/mo	$15/mo	$15/mo	$20/mo	$20/mo	Custom	Custom

Conclusion 

Choosing the right IVR system is important for delivering exceptional customer service. Each of these software offers unique features adapted to specific business needs. Whether you prioritize AI-powered systems, intelligent routing, or seamless integrations, these 10 tools provide the best options for the best IVR system for customer service.

AvidTrak is unique in its ability to not only track the performance of your campaigns but also is equally adept at tracking/evaluating and improving the performance of your call center agents. AvidTrak offers one of the best IVR systems as it offers customizable call flows, automated routing, real-time analytics, and transparent pricing with no hidden costs, ensuring that all its users derive the maximum benefit and ROI by using this platform for all their customer service needs.

Ready to take your customer interactions to the next level? Start your free trial with AvidTrak today!

Frequently Asked Questions

1. What is an IVR system?

IVR systems are automated telephony solutions that allow customers to interact with a business through voice or keypad inputs.

2. How can IVR systems improve customer satisfaction?

By providing self-service options, reducing wait times, and intelligently routing calls to the right agents.

3. What are the key features to look for in IVR systems?

Look for features like intelligent routing, real-time analytics, multi-platform integrations, and self-service options.

4. Are IVR systems difficult to set up?

Most modern IVR systems like AvidTrak are user-friendly and come with tools like drag-and-drop interfaces or templates for quick setup. 

5. How do IVR systems handle customer complaints?

Best IVR systems handle customer complaints by routing calls to specialized agents and providing insights through analytics tools.

6. Are cloud-based IVR systems reliable?

Yes, cloud-based systems like AvidTrak offer high reliability and scalability.