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2018’s Top 5 IVR (Interactive voice response) Systems – Interactive voice response (IVR) systems are designed to streamline the performance of an inbound contact center. In fact, an IVR can function like a front desk agent. Consisting of telephony equipment, an IVR allows callers to effortlessly complete tasks over the phone.
To collect a call and answer it or transfer the same to the right agent are some of the functions of an IVR. It may respond through a numerical keypad or voice response. An IVR app features such capabilities that can provide access to relevant data, pre-recorded voice responses, and ability to record voice input.
With computer telephony integration, an IVR app can transfer a call to a human that can seamlessly view data related to the caller in a quick display. Contact centers find IVR as a handy tool to distinguish, identify, and divide callers or customers.
When it comes to investing in an IVR, try to find answers to the following:
- Does the IVR come with easy integration features?
- Can it be integrated with third-party applications?
- Is it easy to modify? Is it scalable?
- What types of interactions can the solution handle?
An IVR is an important tool for a business that can help you cut down costs and improve customer satisfaction. The caller has many options – to pick an online administrator or hold up the line. Or they may even raise a demand for a callback. However, you must choose a system that meets your specific business requirements. Here are a few leading interactive voice response solutions to choose from.
Top 5 IVR Systems
For a small and medium business, Nuance IVR can fit the bill. The interactive voice recognition solution can automatically handle repetitive tasks. With the Nuance IVR, users enjoy reliable self-service interactions with customers. Additionally, the software automates calls, offers voice recognition, and analyzes the performance of each call. Some other features of the IVR include taking orders, answering inquiries, speech recognition, and payment collection. With the reporting and analytics tools, performance analysis becomes easier. Users can find the solution handy in pinpointing any problems. It is a handy product for recognition for continuous as well as concatenated speech.
Cons: The solution lacks features of variable frequency, customizable macros, and batch processing.
inContact Hosted Call Centre Software
The hosted and SaaS based IVR provides call centers with innovative technologies. The web-based solution is designed to make interactions with customers a seamless process, besides helping reduce cost of each interaction. Multi-channel communications are a breeze with its universal queue feature, which enables users to provide customers with choice in the way they want to interact, be it text, chat, phone, email, or any other media. Additionally, it allows users to manage interactions from a single unified queue.
inContact features robust analytics. It comes with a unique reporting feature that offers real-time statistics in the place of canned style reports.
Cons: Users may find the interface a little complicated in the beginning, but with practice, they get used to it.
Nextiva Hosted Call Center
The cloud-based business call solution is easy to integrate with a range of CRM apps. With Nextiva, users get access to solutions for in-house requirements. Additionally, it features incoming call support, interactive voice response service, outgoing call support, intelligent routing, and automated call distribution.
Not only this, the Silent Monitor calls feature makes it different from its competitors that enables supervisors to initiate “Call Barge-in” in the event of an agent not able to resolve any issue amicably with a client. A business phone system gives businesses the ability to expand call capacity and communicate with customers without any form of disruption.
Cons: A business has to pay additional fee for more than 10 extensions.
The web-based call center solution is designed for all types of contact center functions, including telemarketing, telesales, and support centers. Among other features, it includes IVR, dialer features, workforce optimization, and speech recognition. With its advanced technology, Five9 is a boon for the contact center industry, which provides agents with the tool to boost outbound and inbound blended capabilities.
Users can benefit from Five9’s pre-packaged integration with customer relationship management systems. With Five9, you can focus on core competencies and strategies instead of worrying about infrastructure. Easy to configure and deploy, Five9 enables agents to focus on handling inbound calls and automate outbound calls when there is a rush of inbound calls. It is a highly flexible tool that grows with you.
Cons: The IVR lacks such features as customer collaboration, community page, or forum.
The web-based call center solution comes with a range of features, including call recording, predictive dialing, billing, and agent status boards. It also features Internet chat option and local caller ID. Users can leverage its voice broadcasting features. With Dialer360’s predictive dialing option, users can automate calls and receive as many numbers of calls. The solution provides seamless access to agent status boards, so that they can keep an eye on their performance and activities. Its database of recorded calls is stored on a secure server.
Cons: Users may find it difficult to understand the functions of the solution when they begin using the tool.
Of course, you are looking for a highly functional, easy to use, and affordable IVR that can elevate your call center business, right? Worry not! ITQlick experts are here to help. You can leverage our experience and database to find the best IVR for your business.