10 Best IVR Systems to Ensure Business Continuity in Uncertain Times

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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 system

What is an IVR System?

IVR technology makes use of the automated telephony system to connect with callers through voice and DTMF tones input using a keypad. The systemfirst 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

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

Call queuing and waiting are being used to queue call lines to specific ring groups. 

  • Preferred Agent Routing

IVR solutions provide preferred agent routing to connect to the right agent at the right time. 

  • Self Service IVR

Self-service IVR improves routing capabilities, accelerates resolution and minimizes the cost of operation. 

  • Call Metrics

Call metrics report provides real time insights and detailed reports on the number of customer calls, common queries, call history, etc. 

  • Personalised Prompts

Personalised prompts are meant to customise voice messages to ensure a friendly customer experience.

5 Free Open Source IVR System in India 2020

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:

  1. Ekiga
  2. Asterisk
  3. Voicetronix
  4. IVR Junction
  5. TeleFlow
  • Ekiga

Ekiga IVR software

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:

  • DTMF support
  • Registration with several gatekeepers and registrars
  • STUN support
  • Video codec algorithms
  • Connection quality meter
  • Dynamic jitter buffer
  • Presence display
  • Hot plug
  • Sound and Video API
  • Intel IPP Codecs
  • Unique port (one single port for all outgoing SIP requests).

Pros:

  • Call transfer
  • Message waiting indications

Cons:

  • Limited features
  • Lack of Apple support

Pricing: Price is available on request at the official website.

  • Asterisk

Asterisk IVR software

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:

  • Asterisk Gateway Interface (AGI)
  • Session initiation and Media Gateway Control protocol
  • Call trunking
  • Opus audio codec
  • Telephony cards
  • IVR voice prompts
  • IP PBX

Pros:

  • Multiple lines
  • Colour display

Cons:

  • Difficult installation
  • Lack of guidebooks

Pricing: Asterisk is an open source and free IVR software.

  • Voicetronix

Voicetronix open source IVR system

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:

  • Client/server library
  • Open PBX written in Perl
  • VTlogger
  • Multi-port loop start (FXO) and Station (FXS)
  • CT API
  • Fixed line and IP based PBX phone systems
  • IVR and ACD systems

Pros:

  • Reasonable MOQs
  • CTI (computer telephony integration)

Cons:

  • No email support
  • Absence of ticketing and live training option.

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

IVR Junction

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:

  • Social media integration
  • Synchronise repository
  • Audio hosting
  • Cloud/local storage
  • Outbound dialer
  • Customisable templates
  • Voice forum

Pros:

  • Service moderator
  • File sharing

Cons:

  • Multiple phone menus
  • Lengthy instructions

Pricing: IVR Junction is a free and open source IVR software, and you can download the source code directly on the official website.

  • TeleFlow

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:

  • Dictation
  • Call capture
  • Medical Relay
  • Quick VXML
  • Campaign dialer
  • Conferencing
  • Support tickets

Pros:

  • Application hosting
  • TeleFlow distribution

Cons:

  • Difficult voice prompts
  • Long menu

Pricing: You can download the source code of TeleFlow IVR software directly on the official website.

5 Top IVR Software Companies in India for Customer Support

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:

  1. Zendesk Talk
  2. IVR Guru
  3. Exotel
  4. Ozonetel
  5. Ameyo
  • Zendesk Talk

Zendesk Support ticketing system

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:

  • Real time queue monitoring
  • Caller ID
  • Flexible IVR
  • Group routing
  • Voicemail
  • Warm transfer
  • Conference calling
  • Inbound SMS/MMS
  • Round-Robin routing

Pros:

  • Customised greeting
  • Forward to phone

Cons:

  • Lack of the auto log feature
  • Call recordings unreliable

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 Guru

Interactive Voice Response

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:

  • Bulk voice calls
  • Lead management
  • Auto feedback
  • Interactive voice response
  • Sales lifecycle management
  • Employee tracking system
  • IVR system development

Pros:

  • Auto dialer services
  • Missed call alert

Cons:

  • Difficult navigation
  • Poor management due to long wait times.

Pricing: The price of IVR Guru software starts at Rs 15600. Please connect with us for more details.

  • Exotel

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:

  • App to app calling
  • Phone number masking
  • COD verification
  • Parallel ringing
  • Automated surveys and feedback
  • Track marketing ROI
  • Last mile delivery tracking

Pros:

  • SMS
  • Authentication

Cons:

  • High calling costs
  • Number ownership

Pricing: Exotel is available under three different plans- Influencer, Dabbler and Believer. For more pricing details, please visit our product page.

  • Ozonetel

Ozonetel

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:

  • CTI Integration
  • Outbound IVR software/inbound call center
  • Cloud-Agent lite
  • KooKoo platform
  • Virtual photo number
  • Powerful analytics dashboard
  • Workforce optimisation

Pros:

  • Live chat software
  • Virtual receptionist

Cons:

  • Suitable only for small enterprises
  • Poor data connectivity hampers efficient functioning.

Pricing: You can watch the demo and get more details about Ozonetel IVR system price.

  • Ameyo

Ameyo

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:

  • Ticketing system
  • Knowledge base
  • Digital sales
  • Fusion CX
  • Automation
  • Debt collection software
  • Knowledge management system
  • Retention and archiving
  • Real-time monitoring

Pros:

  • Reporting and analytics
  • Autodialer

Cons:

  • Clumsy on-premise call center
  • On premise software feature makes it inaccessible from another location or device.

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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