Best IVR Systems of 2024

What Is an IVR System? An IVR (Interactive Voice Response) system is an intelligent, automated phone menu that uses prerecorded messages, touch tones, and voice recognition to understand caller needs, route them to the right place, or even complete tasks without needing a live agent.

Finding the right IVR software can make a world of difference in enhancing customer experiences and streamlining operations. Customers don’t like to wait, and IVR software offers a solution for that pain point. With phone system features like IVR, you can provide faster service, reduce wait times, route customers to the right agent or department, and handle common tasks. 

We’ve made choosing the perfect IVR for your business easier by creating a list of the best IVR systems of 2024. We provide an overview of each vendor, along with features and pricing, so you have all the answers you need to make a data-driven decision.

IVR Software	Key Features	Best For	Starting Price
Nextiva	24/7 support, call routing and queuing, and holiday scheduling	Customer Support	$18.95 per user per month, billed annually
Five9	Visual IVR prompts, embedded call widget, visual customer surveys	Mobile support	$175 per user per month, billed annually
GoTo Connect	Automatic call distribution, auto-queue callback, pre-recorded messages	Customization	$29 per user per month, billed annually
Aircall	Single-level and multi-level IVR, setup options for creating classic and IVR numbers, dynamic visual editor	Remote teams	$30 per user per month, three-user minimum, billed annually
RingCentral	Self-service options, skills-based call routing, speech recognition and natural language processing	Integrations	$20 per user per month, billed annually
8×8	Advanced reporting and analytics tools, speech-enabled voice response system, customizable options	Cloud-based IVR	Contact 8×8 for custom pricing
Zendesk	Phone trees, call recording and monitoring, warm transfer options	Enterprises	$55 per agent per month, billed annually
LiveAgent	Automated call routing, customizable menus, call prioritization	Live chat	$9 per agent per month, billed annually
Zoom	Unlimited IVR and auto attendants, no-code customization, speech recognition and text-to-speech	Video conferencing	$13 per user per month, billed annually
CallHippo	Intelligent call routing and automatic call distribution, multilingual IVR, power Dialer	Bulk calling for small businesses	$16 per user per month, billed annually

1. Nextiva 

Best IVR system for customer support and office phone systems

Nextiva’s IVR system is part of its unified communications platform as a service (CPaaS), aiming to improve business communications, call flows, and customer interactions. It offers a user-friendly interface to create custom IVR menus and supports multi-channel communication, including SMS and video chat. The system provides advanced call routing, directing callers to appropriate agents based on various criteria. 

Nextiva includes integrated features like self-service options, speech recognition, and real-time analytics. Nextiva emphasizes scalability, system reliability, and security with its cloud-based solution. Finally, its conversational AI also offers customizable voice response systems to enhance call handling and improve customer experience. 

Features

Nextiva’s IVR system has the right IVR features to enhance the customer experience, including:

• 24/7 support ensures customers get exceptional service, even outside of business hours.
• Call routing and queuing efficiently direct customers to the right agent or department the first time. 
• Holiday scheduling provides a positive experience by keeping customers informed and providing alternative support options.
• Advanced functionality, such as taking payments, account verification, and diverting calls away when agents are unavailable. 

Nextiva also integrates telephony advancements and ensures secure payment transactions with PCI DSS Level 1 Compliance.

Pricing

Nextiva offers pricing plans for businesses of all sizes with features that support scalability.

• Essential: $18.95 per user per month, billed annually
• Professional: $22.95 per user per month, billed annually
• Enterprise: $32.95 per user per month, billed annually

Nextiva also offers a free demo so you can see the benefits first-hand. 

Pros	Cons
Unified communications platform Easy-to-use interface Advanced analytics and reporting	Not suitable for companies outside of the U.S. No free trial

2. Five9

Best IVR system for mobile support

Five9 offers an advanced IVR system designed to enhance customer interactions and streamline call routing through its visual IVR, multi-channel support, and personalized greetings. The platform also provides self-service options for tasks like account inquiries and bill payments, reducing the workload on live agents and improving customer satisfaction. 

Features

Five9’s IVR system offers various features, including:

• Visual IVR prompts that are optimized for mobile devices
• Embedded call widget that includes wait time information and callback options.
• Visual customer surveys that help gather customer feedback

Additionally, Five9’s integration with CRM systems and real-time analytics offers businesses valuable insights to optimize their IVR performance.

Pricing

Five9 has various pricing plans for digital, voice, and additional services.

• Digital: $175 per month 
• Core: $175 per month
• Premium: $235 per month
• Optimum: $290 per month
• Ultimate: $325 per month

Five9 also offers custom plans to meet individual business needs.

Pros	Cons
Omnichannel support Visual IVR Advanced integrations	Connectivity issues Limited advanced analytics

3. GoTo Connect

Best customizable IVR system

GoTo Connect offers a cloud-based phone system and contact center features like VoIP calling, video conferencing, messaging, and integrations, and an IVR system. GoTo Connect’s IVR offers menus and prompts for callers to choose self-service options or connect with a human agent. 

Features

GoTo Connect’s IVR system features include:

• Automatic call distribution efficiently routes incoming calls to the most appropriate agent or department based on predefined criteria.
• Auto-queue callback offers callers the option to receive a callback instead of waiting on hold, enhancing customer satisfaction and reducing wait times.
• Pre-recorded messages ensure consistent and accurate information delivery to callers, reducing agent workload and improving service quality.

GoTo Connect also offers recorded greetings and call queue information, auto-queue callback, pre-recorded agent messages, international calling, video conferencing, and a mobile app. 

Pricing

GoTo Connect offers pricing for its phone system, customer engagement software, AI tools, and contact center. However, you’ll need to contact their sales team for a quote.

Pros	Cons
User-friendly Customizable greetings and menus Configurable call paths	No pricing transparency Basic analytics

4. Aircall 

Best IVR system for remote teams

Aircall is a cloud-based phone system and call center software equipped with IVR software. Its customizable IVR allows users to add files, choose text-to-speech voices, and select language options, complete with accents. However, creating complex multi-level IVRs can be challenging due to Aircall’s call routing limitations.

Features

Aircall’s IVR system offers these unique features:

• Single-level and multi-level IVR creation provides flexibility to design simple or complex menus based on your needs.
• Setup options for creating classic and IVR numbers allow users to choose between traditional phone numbers for calls and dedicated numbers specifically designed for IVR systems.
• Dynamic visual editor offers a user-friendly interface for creating and customizing IVR menus.

In addition to IVR capabilities, Aircall provides access to integrations, APIs, SMS functionality, telephony features like call recording and click-to-dial, and unlimited simultaneous outbound calls. 

Pricing

Aircall offers these flexible pricing plans:

• Essentials: $30 per license, billed annually
• Professional: $50 per license, billed annually

Aircall also offers a customizable plan (for 25 licenses or more).

Pros	Cons
International support Real-time call monitoring Call recording	Sales-oriented features Limited self-service options

5. RingCentral

Best IVR system for integrations

RingCentral offers an IVR system as part of its cloud-based phone software. It provides functionalities like multi-level menus, text-to-speech or custom recordings, and call routing based on various criteria. It offers capabilities such as self-service options, speech recognition, integrations with CRM systems, and analytics and reporting to optimize support team performance. 

Features

RingCentral offers features aimed at enhancing the customer experience.

• Self-service options eliminate wait times.
• Skills-based call routing efficiently routes callers to agents based on skills or expertise.
• Speech recognition and natural language processing provide a conversational experience.

Pricing

RingCentral’s pricing comes in three tiers:

• Core: $20 per agent per month, billed annually
• Advanced: $25 per agent per month, billed annually
• Ultra: $35 per agent per month, billed annually

Potential users should consider RingCentral’s pricing plans, which vary based on features and user capacity. They should also note that creating complex menus may require technical expertise or training. 

Pros	Cons
Seamless operation across desktop and mobile devices Robust integration options Remote, hybrid, and on-premises communication	Some features are only available with an upgrade Complex menus

6. 8×8

Best cloud-based IVR system

8×8 provides contact center software with an intelligent IVR system and self-service options. The platform uses conversational AI technology to handle routine customer inquiries and offers customizable self-service resources to help with call routing decisions. 

8×8’s contact center includes reporting and analytics tools for insights into the customer journey and IVR system performance. It also offers scripting tools for administrative tasks and allows manual adjustments to caller options without involving IT.  

Features

8×8’s key features include:

• Advanced reporting and analytics tools for valuable customer insights.
• Speech-enabled voice response system that uses conversational AI.
• Customizable options, including an intuitive call flow designer.

Pricing

8×8 has many pricing plans that allow businesses to customize. However, businesses need to contact 8×8 to get a custom quote. 

Pros	Cons
Easy to build Intelligent routing Conversational AI	Limited integrations Inconsistent experiences

7. Zendesk 

Best IVR system for enterprises

Zendesk offers an IVR phone tree with its Professional and Enterprise Suite plans. Its IVR feature allows businesses to create phone trees and conditions to route customers to the right place. Zendesk’s multi-level IVR systems also provide information and answers to frequently asked questions, like business hours or sales promotions, via recorded messages.

Features

A few of Zendesk’s key features include:

• Phone trees that efficiently guide callers through pre-recorded messages and prompts.
• Call recording and monitoring to uncover customer insights.
• Warm transfer options to loop in human agents when appropriate.

Zendesk’s IVR also offers custom greetings, call recording, group call routing, and queue size and wait time information. Finally, Zendesk features options for customers to request a callback or text back while keeping their place in line.

Pricing

Zendesk offers various pricing tiers in its customer service suite:

• Suite Team: $55 per agent per month, billed annually
• Suite Growth: $89 per agent per month, billed annually
• Suite Professional: $115 per agent per month, billed annually

Zendesk also offers an enterprise suite, but you need to contact sales to discuss your needs and get a quote.

Pros	Cons
Robust integration options Advanced reporting tools Intelligent routing and triage	Expensive pricing tiers Low-rated AI

8. LiveAgent

Best IVR system for live chat

LiveAgent is a help desk software platform that manages customer requests across various channels. It offers a built-in IVR system with functionalities like automated call routing based on customer selections from pre-recorded menus or touch-tone options. 

Users can design multi-level IVR menus with greetings, prompts, and options, record messages, or use text-to-speech functionality. The system also prioritizes calls from high-priority customers or VIPs to specific agents or departments for service. 

Features

LiveAgent’s IVR system features:

• Automated call routing for efficient call navigation.
• Customizable menus to enhance the user experience.
• Call prioritization to escalate high-value customers.

Additional features include callback functionality and an automatic callback request feature that prompts callers when they reach preset wait times.

Pricing

LiveAgent’s business pricing offers four different pricing tiers:

• Small: $9 per agent per month, billed annually
• Medium: $29 per agent per month, billed annually
• Large: $49 per agent per month, billed annually
• Enterprise: $69 per agent per month, billed annually

LiveAgent also offers a limited free plan and a 14-day free trial. 

Pros	Cons
Easy to use Fast support Seamless communication structure	Clunky visual layout Cluttered interface

9. Zoom

Best IVR system for video conferencing

Zoom provides omnichannel cloud contact center software featuring unlimited IVR and auto attendants. The software offers call routing based on dialed numbers and supports multi-level menus with voice prompts, self-service options, and speech recognition for natural language interaction. 

Zoom’s visual IVR system allows for phone number provisioning and is customizable through drag-and-drop modules. Users can automate customer engagement using features like speech recognition, recordings, and text-to-speech capabilities. 

Features

Some of Zoom’s primary features include:

• Unlimited IVR and auto attendants are free.
• No code customization to adapt to changes quickly.
• Speech recognition and text-to-speech to support user preferences.

Additionally, Zoom’s auto attendant feature enables the creation of pre-recorded greetings to guide callers to specific extensions or voicemail boxes.

Pricing

Zoom price plans include a free tier with limited features. They also offer different pricing tiers for businesses.

• Pro: $13.33 per user per month, billed annually
• Business: $18.33 per user per month, billed annually 
• Business Plus: $22.49 per user per month, billed annually

Pros	Cons
High-quality video and audio Supports heavy call-volume Scalable for small, medium, and large businesses	Primarily focused on video conferencing use cases Outbound calling requires an upgrade

10. CallHippo

Best IVR system for small businesses

CallHippo offers an IVR system as part of their office phone system and call center software packages. Their IVR software includes both single-level and multi-level systems. Features of CallHippo’s IVR include 24/7 support through recorded messages, categorized menus with submenus for navigation, and real-time call recording for quality maintenance. 

Features

CallHippo boasts IVR system features, including:

• Intelligent call routing and automatic call distribution for AI-powered or manual configuration.
• Multilingual IVR that provides global support options.
• Power Dialer that automates the dialing process for outbound calling.

CallHippo also provides call forwarding options, advanced reporting, and integrations.

Pricing

CallHippo offers pricing tiers for startups, small teams, feast-growing teams, and larger teams, including:

• Basic: $0 per user/month
• Bronze: $16 per user/month 
• Silver: $24 per user/month 
• Platinum: $40 per user/month 

Pros	Cons
Budget-friendly User-friendly interface Essential call routing functionality	Connectivity issues Limited customer support

CallHippo also offers a 10-day free trial for the Bronze, Silver, and Platinum plans.

Features to Look for When Choosing an IVR Solution 

Different types of IVR software can have a variety of features. Here are some of the top features to look for in an IVR system:  

IVR System Feature	Why It Matters
Input recognition	The IVR system recognizes caller choices through touch-tone keypad presses using dual-tone multi-frequency signaling (DTMF) and speech recognition technology where callers can verbally express their preferences.
Call routing and queuing	Based on the selected option, the IVR system directs calls to configured destinations such as agents, departments, call queues, or automated messages.
Holiday scheduling	The IVR system can include pre-recorded messages, directing customers to voicemail for specific departments, or providing self-service options during holidays or closures.
Ease of use	IVR systems should be intuitive — meaning it’s easy enough for non-IT people to make changes quickly and confidently.
Self-service options	This allows callers to complete tasks like checking account balances, making payments, or resetting passwords without needing an agent.
Analytics and reporting	Track important call center metrics like call volume, wait times, and menu selections. This data helps identify areas for improvement and optimize your IVR system.
Integration capabilities	Integrate your IVR with your CRM or other business software for a seamless flow of information. This allows agents to access caller details and provide more personalized service.
Intuitive menu navigation	Make sure the IVR menu is easy to understand and navigate. This includes clear prompts, short options, and the ability to repeat messages for callers who miss something.
Omnichannel support	Extend self-service options beyond phone calls. Look for IVR systems integrating with web chat, SMS, or mobile apps for a unified customer experience.
Dialed Number Identification Service (DNIS) functionality	DNIS allows the IVR to recognize the specific dialed phone number and route calls accordingly.
Callback functionality	Give callers the option to request a callback instead of waiting on hold. This improves customer satisfaction and reduces wait times.
Conversational AI	This advanced feature uses natural language processing to understand spoken commands and complete tasks based on caller requests.

How to Choose the Best IVR System Provider

Choosing the best IVR service providers for your business can be easy if you have the right information.

Here are a few common questions when deciding which vendor is right for you.

• Define business needs: Knowing the goals you want to achieve can help you find a provider that aligns with those needs. Some examples include enhancing the customer experience through self-service, improving sales, and streamlining workflows.
• Choose must-have features and capabilities: Create a list of essential features that make it easy to meet those business needs. Consider self-service options, conversational AI, or call center reporting and analytics.
• Consider scalability and flexibility: Choose a provider that can grow with your business. Look for systems that allow you to easily add new features or handle increased call volume.
• Ensure data security and reliability: IVR systems handle sensitive customer information. Verify the provider offers robust security measures and a reliable infrastructure to prevent downtime.

Reduce Hold Times and Scale Operations Easier With Nextiva

The best IVR systems are created with the perfect blend of self-service and human interaction throughout the touchpoints of the customer journey. With Nextiva, you get the best of both worlds: An advanced IVR system with intelligent virtual agent functionality that provides fast, reliable self-service and understands when the customer needs a human touch. See what Nextiva can do for your business today.

IVR Systems FAQs

Check out these IVR systems FAQs to fill in the blanks.