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What Is IVR Software?
IVR means Interactive Voice Response, an umbrella term for call routing through a menu or directory. In this article, you’ll learn everything you need to know about IVR software.
IVR software enables callers to interact with a caller over the phone using voice recognition systems, eliminating the need for a human representative.
Callers that interact with IVR can access information from a pre-recorded message and utilize menu options corresponding to keypad selections and voice recognitions, helping them reach the desired representative.
How Does an IVR Software Work?
IVR software works by using a phone system callers navigate by using DTMF (dual-tone multi-frequency, or touch tones), voice recognition, or AI to respond and route calls appropriately.
IVR software initiates when a call is received, and the IVR presents an interactive phone menu to the caller.
As callers interact with the menu, IVR software ensures the caller leaves the call with their issue resolved.
Why Should You Use IVR Software?
Companies should use IVR software to save time and increase workflow productivity within teams.
IVR software helps resolve simple customer needs without the need of an agent and saves time by boiling down the critical issue the caller needs assistance with and connects them directly to the right agent.
Companies enhance their customer service and produce a more professional image when they incorporate IVR software.
IVR Software vs. Auto Attendants
Auto Attendants
- Auto attendants can only route incoming calls to a queue or mailbox and can play waiting for music.
IVR Software
- An IVR software can route calls to different destinations and incorporate an interactive menu.
Best-of-Breed Systems vs. Contact Center Suites
Best-of-Breed Systems
- Best-of-breed refers to the best system in a specialty referenced category.
Contact Center Suites
- Contact Center Suites are software products that include multiple features that are utilized in call centers.
Ways You Can Use IVR to Improve Customer Experiences
IVR software helps enhance customer experiences in multiple ways.
See what ways you can utilize IVR to improve customer experiences outlined below:
- Reduces hold times
- Faster access to service
- Efficient call routing
- Easy to navigate dial menu
- Speech recognition
An IVR system, like Fastcall, will improve customer experiences on every incoming call, guaranteed.
Best IVR Software Systems
Fastcall
What is it?
Fastcall is made 100% exclusively for Salesforce; therefore, teams will seamlessly transition into all of Fastcall’s innovative features to enhance their workflows while increasing productivity. Users across the country give Fastcall five stars for excellent customer service, call productivity, and call management.
Sales and service teams benefit from Fastcall’s CTI solution by regaining valuable time and improving customers’ experiences. Businesses and companies benefit by getting the most out of their investment already made in Salesforce through Fastcall’s one-of-a-kind platform.
Included features:
- Call recording
- Call transfer
- Listen in
- SMS
- Video conferencing
- Screenshare
- Fastcall mobile
- Information management
- Fastcall consulting
Best for:
Businesses big and small that already invest in Salesforce as their CRM platform will benefit from the innovative features Fastcall offers.
Pros:
- Reliable, excellent customer service
- Outbound AND inbound calling
- Integrates directly with Salesforce as a native app
- International availability
Cons:
- Only available to integrate with Salesforce
Pricing:
Fastcall offers affordable pricing and allows users to get the most out of their investment in Salesforce. Pricing packages begin at just $24/user/mo; check out the Fastcall website to learn more.
Discover all pricing options here.
RingCentral
What is it?
RingCentral’s business communications software helps businesses enhance their sales, marketing, and service teams through messaging, video, and phone features. If companies are looking for extra customer support, RingCentral offers a contact center at an additional cost.
Another great RingCentral feature is the seamless integration with other software. If you are looking for a great communication platform that integrates with Salesforce, it’s best to find one 100% exclusively built for Salesforce, like Fastcall.
Included features:
- Inbound/outbound calling
- Team messaging
- Video conferencing
- Screen sharing
- Contact center
Best for:
RingCentral is great for global remote businesses, small and large, looking for a dynamic business phone system.
Pros:
- User-friendly interface
- Global access
- Affordable pricing options
Cons:
- Enhanced features only offered in pricer packages
- Limited reporting options
- Unreliable customer service
Pricing:
RingCentral offers four pricing packages that are billed monthly or annually, depending on preference. The packages start at $19.99/user/mo and go up to $49.99/user/mo.
Discover all pricing options here.
Aircall
What is it?
Aircall’s cloud-based phone system helps sales and support teams with effortless, clear communication, equipping users to add numbers from 100+ countries.
Work to scale your business with Aircall’s modern phone solution to enhance and innovate efficiency throughout your teams. Trusted by over 7,000 companies worldwide, Aircall is an excellent choice for international companies.
Included features:
- Instant messaging
- Conferencing calling
- Software pairing
- Call recording
- Automated emails
Best for:
Businesses big and small will benefit from Aircall’s innovative features. Call for more details if you are an enterprise looking to incorporate Aircall into your everyday operations.
Pros:
- Seamless integrations
- Multi-lingual
- Power dialer and call coaching features
Cons:
- Not as many features as competitors
- Expensive packages
- Unreliable calling
Pricing:
Aircall’s pricing starts at $30/mo for the essentials package and $50/mo for the professional package, billed annually. For those looking for custom rates, it is best to call Aircall for details.
Discover all pricing options here.
Nextiva
What is it?
Nextiva provides a reliable communication solution offered on a single platform for small businesses and enterprises alike.
With omni-channel support service and sales, teams see improvements in overall productivity and customer satisfaction.
Included features:
- CRM integration
- Live chat
- Call recording and forwarding
- Queuing
- Three-way calling
- Video conferencing
Best for:
Businesses of all sizes use Nextiva, but they target small businesses looking for a reliable business phone system.
Pros:
- 99.999% uptime
- Offers 17 different desk phones
- Reliable connectivity
Cons:
- Limited features in the essentials pricing plan
- Unreliable customer service
Pricing:
Nextiva’s four pricing packages begin at $18.95/user/mo for the essentials package and go up to $57.95/user/mo for the ultimate plan.
Discover all pricing options here.
Five9
What is it?
Five9, a cloud-based contact center software, enhances customers’ experiences through AI and automation.
Operating 24/7 Five9 offers multi-lingual support with features that include intelligent virtual agents, agent assist, and workflow automation, saving teams time and businesses money.
Included features:
- Call recording
- Call routing
- Mobile access
- Live chat
- Video conferencing
Best for:
Five9 is best for small and mid-sized businesses and larger enterprises. With their friendly user interface, all teams will experience efficient communication.
Pros:
- Cloud-based contact center
- Supervisor desktop feature
- Virtual agent powered by AI
Cons:
- Prices not listed online
- Limited reporting feature
Pricing:
Five9 does not list prices online; we recommend you contact them for special pricing that will fit your business.
Discover all pricing options here.
Grasshopper
What is it?
Grasshopper helps small businesses working remotely or in the office enhance their communication through robust features, including call forwarding, unlimited extensions, and custom greetings.
With a 7-day free trial period, businesses can test out all of Grasshopper’s features before they decide to commit to one of the affordable pricing packages.
Included features:
- Instant messaging
- Conference calling
- Browser extension
- Automated attendants
Best for:
Grasshopper is best for smaller businesses and startups. With features made especially with small businesses in mind, all teams can benefit from the innovative communication software Grasshopper provides.
Pros:
- Affordable pricing packages
- Offers mobile app
- Unlimited business calling and texting
Cons:
- Targeted at small businesses
- Limited features compared to competitors
Pricing:
When businesses choose to sign up for Grasshopper, they can save over 10% by choosing annual billing. Pricing packages begin at $29/mo; check out their website for more details.
Discover all pricing options here.
8×8
What is it?
With excellent collaboration features, 8×8 is an affordable option for businesses looking for a reliable communication platform with outstanding features, including a contact center, video meetings, team chat, and more.
Enhance your customer’s experience and, maximize your employee’s time and energy.
Included features:
- SMS messaging
- Video conferencing
- Analytics and reporting
- Seamless integrations
Best for:
Small and large businesses alike use 8×8 to enhance the efficiency of their sales, marketing, and service teams.
Pros:
- Easy setup
- Multiple pricing plans
Cons:
- Issues around importing contacts
- Limited user modifications
- Scheduling in different application
Pricing:
For 8×8, unified communications pricing begins at only $12/user/mo and ranges up to $44/user/mo. 8×8 helps you get started within minutes of signing up!
Discover all pricing options here.
Talkdesk
What is it?
Talkdesk helps companies globally enhance their customer’s experience through any channel, anywhere.
Not only does Talkdesk focus on the customer’s experience, but businesses also have the added benefit of Talkdesk helping to streamline workflows and increase employee satisfaction.
Included features:
- Multichannel integration
- Call forwarding
- Live reporting capability
- Customer interaction analytics
Best for:
Talkdesk is great for all-sized businesses that are focused on pleasing their customers.
Pros:
- Reliable customer service
- Easy to set up
- Manageable user-interface
Cons:
- More expensive than competitors
- Lacks features in starter packages
Pricing:
Talkdesk does not offer public pricing on their website; we suggest contacting them directly for a quote.
Discover all pricing options here.
Conclusion
If your business or company already uses Salesforce daily, get the most out of your investment and integrate the Salesforce native app Fastcall for all communication needs.
Fastcall’s IVR feature performs practical actions that streamline call flow with an automated interactive menu.
What’s best is that Fastcall offers a diverse array of features on top of the innovative IVR, including call recording, listen-in, SMS messages, and video communication, all integrating with Salesforce.
Don’t hesitate to learn more about all the features Fastcall offers; check out their complete website here.
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