Interactive Voice Response systems are an answer to uncertain times where you have to ensure uninterrupted customer service irrespective of the place or the time you are operating from. IVR software does the exact same thing by ensuring seamless customer experience. It uses customisable call flow mechanisms to connect a customer to the right person or department to help resolve their queries.
IVR technology makes use of the automated telephony system to connect with callers through voice and DTMF tones input using a keypad. The system first identifies and segments callers to resolve their queries without transferring the calls to any live agent. Once ensured that a call may require assistance from a live agent that IVR system routes the call to the best available customer care representative.
Must-Have Features of IVR System
IVR call center software provides automated telephony features to businesses for streamlining customer service operations. The key features of the best IVR systems are:
Skill based routing creates buckets for segmenting customers in order to decide whether to send these calls to an automated voice or a live agent.
Call queuing and waiting are being used to queue call lines to specific ring groups.
IVR solutions provide preferred agent routing to connect to the right agent at the right time.
Self-service IVR improves routing capabilities, accelerates resolution and minimizes the cost of operation.
Call metrics report provides real time insights and detailed reports on the number of customer calls, common queries, call history, etc.
Personalised prompts are meant to customise voice messages to ensure a friendly customer experience.
Open source IVR software India uses key metrics and customised communication solutions to proceed with automated call distribution and call waiting/queuing services. Some of the best open source and free IVR software are:
Ekiga open source IVR software is video conferencing and VoIP platform that supports both the SIP and H.323 protocols. The application is inter operable with any other SIP compliant application. Aside from supporting high-quality video and audio codecs, Ekiga provides access to contacts list, custom messages as well internet calling.
Key features of Ekiga:
Pricing: Price is available on request at the official website.
Asterisk framework is used for building communication applications and establishing/controlling calls between telecommunication endpoints, such as customary telephone sets, (PSTN) public switched telephone network, and devices VoIP (voice over Internet Protocol). Asterisk further enhances collaboration capabilities of the customer support teams with the features for multi-party video conferencing.
Key features of Asterisk:
Pricing: Asterisk is an open source and free IVR software.
Voicetronix open source IVR system is a telephony application which turn commodity PC/servers into advanced communication solutions. These solutions are available for small enterprises as well as medium businesses. Call monitoring service, recording systems, automated tools and such IVRS call systems for measuring performance of network/telephony equipment are other core benefits offered by Voicetronix.
Key features of Voicetronix:
Pricing: Voicetronix is an open source IVR system. More information regarding premium plans and IVR software price is available on the official website.
IVR Junction provides voice-based communication by connecting IVR system (Interactive Voice Response) to such platforms as YouTube, Facebook, etc. Call recording, audio posts via mobile phone or the internet are core functionalities of IVR Junction. Free online moderation of content, free hosting of audio recordings, and synchronisation option to connect far situated offices with local access points are its additional benefits.
Key features of IVR Junction:
Pricing: IVR Junction is a free and open source IVR software, and you can download the source code directly on the official website.
TeleFlow provides developmental tools for creation of telecommunications and IVR systems. Flowcharts prepared through designer interface representing core functions are created and integrated into the existing systems. Using TeleFlow software, any business can quickly setup the IVR, Voice Mail or Call Center Application to stay connected with their customers.
Key features of TeleFlow:
Pricing: You can download the source code of TeleFlow IVR software directly on the official website.
The top IVR software companies help create effective solutions for not just a seamless management of call center processes but also business communication practices. These best IVR system companies are:
Zendesk Support ticketing system and has an inbuilt call center technology called Talk. Zendesk Talk is used by customer service centers for providing phone support from a single platform to streamline operations of other channels. Automatic ticket development, full customer history and call recording are its major functions. As a customer service phone system, all that Talk IVR system requires is good internet connectivity and headsets.
Key features of Zendesk Talk:
Pricing: Aside from a free trial, you can choose between Enterprise, Professional or Team based monthly plan. For more information regarding this, you can contact the official website.
IVR (Interactive Voice Response) provides automated telephony system. It interacts with callers to gather their queries and routes calls to the best available recipient. IVR system or IVRS is a combine of voice telephone input and touch-tone keypad selection thus providing the right kind of responses. IVR Junction thus provides interactive voice responses aside from systems such as call tracking and enquiry management.
Key features of IVR Guru:
Pricing: The price of IVR Guru software starts at Rs 15600. Please connect with us for more details.
Exotel provides an information security management system with superior voice quality and decreased latency. The integration feature integrates calls from customers with such tools as CRM, ERP, Helpdesk solutions, applications and websites to bring together at one place all the customer information. You can build and manage your entire organizational call flow using the Exotel’s features for voice and SMS communication.
Key features of Exotel:
Pricing: Exotel is available under three different plans- Influencer, Dabbler and Believer. For more pricing details, please visit our product page.
Ozonetel provides streamlined customer interactions to different kinds of businesses such as logistics, manufacturing, real estate, healthcare/pharma, hospitality and other organisations. Make use of manual/auto dialer, screen pop IVR drag/drop designer options for efficient task management. Using Ozonetel IVR system, you can route calls to even remote employees via landlines, mobile numbers and browsers.
Key features of Ozonetel:
Pricing: You can watch the demo and get more details about Ozonetel IVR system price.
Ameyo IVR system is an omnichannel contact management system offering CRM integration along with call route and IVR/lead management functions. You can also take advantage of Ameyo’s multi-user login/roll based access feature besides internal call transfer option. This IVR call centre software is used for both, inbound and outbound call centre functions.
Key features of Ameyo:
Pricing: Please request a callback in case you require pricing details.
Summary
IVR systems interact with callers, collects information and route these calls to the appropriate person, authority or department. The ability of the platform to handle high volume calls at minimal costs along with a 24/7 customer service, makes it a popular choice among businesses and leaders.
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