Best IVR software

Many of us know the frustration of calling customer service, facing long wait times, and being transferred between departments. Interactive voice response (IVR) software reduces these hassles by routing callers to the right department, offering callback scheduling, and directly answering common questions.

For businesses and contact centres handling high volumes of inbound calls, an IVR is essential. However, not all IVR systems are created equal. Businesses must choose one powered by human-first AI to deliver a customer experience (CX) that increases customer retention. Here’s our roundup of IVR providers, software solutions, and answers to common questions to help you make an informed decision.

More in this guide:

• What is an interactive voice response (IVR) system?
• How does IVR software work?
• The 10 best IVR systems
• Top benefits of IVR software
• Essential features to look for in an IVR solution
• How to choose the right IVR solution
• IVR software setup: Best practices
• Frequently asked questions
• Ready to try customisable IVR software?

An interactive voice response (IVR) system is an automated telephony technology that interacts with callers, gathers information, and routes calls to the appropriate recipient. IVR software streamlines customer service operations by efficiently managing high call volumes, reducing wait times, and providing callers with self-service options for faster resolution of their enquiries.

IVR systems use pre-recorded voice prompts and menus to present callers with options, allowing them to use their touch-tone keypad or voice responses to navigate through the system. Depending on the configuration, IVR may:

• Gather caller information
• Route calls based on caller inputs
• Provide information
• Collect payments

IVR can also integrate with other call centre tools to enhance its functionality.

Get a more in-depth understanding of these IVR providers by reading through these profiles.

• Zendesk: Best for AI-driven CX
• Twilio: Best for call centre teams with technical expertise
• CloudTalk: Best for sales-focused call centres
• Aircall: Best for education companies
• GoTo Connect: Best for screen sharing
• CallHippo: Best for international calling
• Dialpad: Best for reporting and analytics
• LiveAgent: Best for small business omnichannel support
• JustCall: Best for CRM integration
• Talkdesk: Best for enterprise contact centres

1. Zendesk

Best for AI-driven CX

Starting price	Free trial	Features
$19 per agent/month (billed annually)	14 days	IVR scripting and workflow builder Call routing Omnichannel support 1,800+ apps and integrations Analytics and reporting Security and compliance Quality assurance Generative AI Call recording Call monitoring Call forwarding Customised greetings

Zendesk offers scalable, reliable, customisable, and secure IVR software. Whether you're a small startup or a large enterprise, an IVR setup from Zendesk can accommodate your call volume and scale alongside your business. Meanwhile, a cloud-based infrastructure ensures high reliability, providing consistent and uninterrupted service to ensure your customers can always reach you when needed.

Zendesk IVR scripting and workflow builder tools enable you to effortlessly design customised IVR menus, routing workflows, pre-recorded responses to common questions, and prompts tailored to your specific needs. These user-friendly tools allow non-technical users to configure and update IVR settings quickly and easily. Additionally, the IVR solution offers flexibility for integrating with other systems, enhancing customisation and functionality.

Zendesk also has comprehensive reporting and analytics software, including AI-powered quality assurance capabilities to help businesses monitor call centre performance in real time, identify churn risk, and make informed decisions to improve their operations.

AI voice capabilities allow customers to use conversational language for a genuine human connection with AI-powered precision. Zendesk AI analyses 100 percent of customer interactions for a 360-degree customer view, giving you the ultimate insights to improve and maintain excellent customer service.

The omnichannel customer service solution allows you to handle calls, voicemails, and texts in the same space you manage emails, chat, and social messaging. Omnichannel routing via the inbound call centre tool ensures incoming customers are seamlessly routed to the right agent or department across all support channels based on agent status, capacity, skill, and conversation priority. You can enhance this with intelligent routing, which leverages AI to direct calls based on intent, sentiment, and language.

Finally, Zendesk adheres to industry standards and regulations, including GDPR. That means your business remains compliant with legal requirements whilst maintaining the highest levels of data security.

Pros	Cons
Easy to implement and use Comprehensive and flexible customer support	Free trial only lasts 14 days

G2 rating:4.3

Capterra rating:4.4

What users are saying:

• “Great tool for meeting your customers where they are.”
• “Our sales and customer relationships have been strengthened by Zendesk.”
• “Zendesk has made a huge impact on our Support team. We doubled our efficiency immediately!”

Explore more Zendesk pricing plans.

2. Twilio

Best for call centre teams with technical expertise

Starting price	Free trial	Features
$1 per active user/hour	5,000 user hours	IVR scripting and workflow builder Call routing Omnichannel support Integrations Analytics and reporting Security and compliance Mobile app Global conferencing

Twilio is a cloud communications platform that enables businesses to build and operate real-time communications applications. Twilio allows developers to integrate various communication methods directly into their applications, such as voice, SMS, chat, email, and video.

Its IVR solution includes virtual agents that deflect calls, gather caller context, and escalate complex issues to agents. Additional self-service options can process orders, pay bills, and schedule appointments. Businesses can also set up notifications to proactively contact customers with account updates or delivery confirmations.

The software includes analytics tools that provide data on call performance, customer behaviour, and agent effectiveness. The global conferencing feature allows for video meetings with geographically dispersed teams or customers. Businesses can also use the mobile app to manage their contact centres on the go.

Pros	Cons
Impressive API integrations Easy to use	Free trial measured by hours, not days Disappointing customer support

G2 rating:4.2

Capterra rating:4.4

What users are saying:

• “Good WhatsApp Business partner for integrating bots and sending.”
• “Though some features are easy to use, the advanced ones tend to get tricky to implement.”
• “Nonexistent support for a small business.”

Learn more: Discover how Twilio integrates with Zendesk.

3. CloudTalk

Best for sales-focused call centres

Starting price	Free trial	Features
$15 per user/month (billed annually)	14 days	IVR scripting and workflow builder Call routing Omnichannel support Integrations Analytics and reporting Security and compliance International phone numbers Smart queueing

CloudTalk is a cloud-based IVR platform for sales, service, operations, and IT teams. Its queuing system automatically manages customer calls and distributes them to the appropriate agents based on pre-defined rules and agent availability. Additionally, CloudTalk offers international phone numbers, allowing businesses to establish a local presence in multiple countries.

Omnichannel capabilities let businesses connect with customers through their preferred channels, be it voice calls, SMS messages, or chat conversations. CloudTalk also helps secure information with two-factor authentication and data encryption, complying with the GDPR.

Pros	Cons
Easy to install Positive user experience	Free trial only lasts 14 days Unreliable with incoming calls

G2 rating:4.4

Capterra rating:4.4

What users are saying:

• “CloudTalk makes handling customer calls ridiculously easy.”
• “Occasionally, calls drop or have delays, especially during peak hours.”
• “Too small for customer support.”

Learn more: Discover how CloudTalk integrates with Zendesk.

4. Aircall

Best for education companies

Starting price	Free trial	Features
$30 per license/month (billed annually)	7 days	IVR scripting and workflow builder Call routing Integrations Analytics and reporting Security and compliance Service level agreements Call recordings

Aircall is another cloud-based IVR solution for business communication with solutions for education, marketing, healthcare, and financial service companies. Businesses can use a visual editor to set up their IVR system with a phone number, message, and hold music. Users can also customise IVRs to work differently depending on the time of day.

Its call recording features allow businesses to record and store calls for quality assurance, training, and compliance. Businesses can build reports that include insights into call metrics such as call volume, duration, and agent performance.

The software also includes service level agreement (SLA) management, which helps businesses maintain customer service standards by setting and tracking performance targets. Aircall also has over 100 pre-built integrations, allowing connectivity with various CRM systems, help desk solutions, and other business tools.

Pros	Cons
Easy to use Strong customer support	Free trial only lasts 7 days No spam alerts or parallel dialling

G2 rating:4.3

Capterra rating:4.2

What users are saying:

• “The integration with HubSpot is fantastic.”
• “I would like to see the individual workers’ connection versus the incoming call connection for missed or dropped calls.”
• “Unreliable call retrieval and usage.”

Learn more: Discover how Aircall integrates with Zendesk.

5. GoTo Connect

Best for screen sharing

Starting price	Free trial	Features
Contact GoTo	Unavailable	IVR scripting and workflow builder Call routing Omnichannel support Integrations Analytics and reporting Security and compliance Customer surveys Auto-queue callback HD video conferencing

The GoTo Connect IVR software enables businesses to create recorded menus and prompts to introduce customers and callers to their call centres. GoTo Connect allows customers to opt for self-service for simple issues or connect to an agent for more nuanced problems. Its call routing tool can distribute calls based on caller ID, time of day, agent skills, and availability.

If a call cannot be immediately answered, the auto-queue callback functionality places the customer in a virtual queue and then calls them back when an agent becomes available. Additionally, the video conferencing service allows users to conduct video calls in situations where visual communication is beneficial. Users can share screens while conducting video calls on their desktops and mobile phones, controlling what is visible to the participants. GoTo Connect also offers features like post-call surveys that businesses can send to customers.

Pros	Cons
Flexible, multifaceted platform Easy to use	No free trial Slow tech support

G2 rating:4.4

Capterra rating:4.5

What users are saying:

• “Great phone solution for small businesses.”
• “There are often times when the software is glitchy.”
• “It became too expensive.”

Learn more: Discover how GoTo Connect integrates with Zendesk.

6. CallHippo

Best for international calling

Starting price	Free trial	Features
$18 per user/month (billed annually)	10 days	IVR scripting and workflow builder Call routing Omnichannel support Auto-queue callback Call forwarding Global conferencing

CallHippo is a cloud-based virtual phone system designed for businesses of all sizes that need communication tools without hardware investments. It provides phone numbers from over 50 regions, enabling companies to establish a local presence in multiple countries, making it an option for businesses with international operations.

The platform offers call management features, including call recording, call transfer, voicemail, IVR capabilities, and call analytics. CallHippo integrates with popular CRM systems and business tools to streamline workflow processes. The mobile app ensures team members can stay connected on the go. Features like power dialler, call whispering, and call barging add to supervision and training capabilities.

Pros	Cons
Easy setup Affordable for the quality	Free trial only lasts 10 days Disappointing customer support

G2 rating:4.4

Capterra rating:4.4

What users are saying:

• “Good calling software which helps businesses achieve their calling goals efficiently.”
• “Occasional call drops in low-network areas can be improved for a smoother experience.”
• “Their desktop and mobile app can certainly use some improvements in the UI/UX.”

Learn more: Discover how CallHippo integrates with Zendesk.

7. Dialpad

Best for reporting and analytics

Starting price	Free trial	Features
$15 per user/month (billed annually)	14 days	IVR scripting and workflow builder Call routing Omnichannel support Auto-queue callback HD video conferencing Global conferencing Generative AI

Dialpad is a cloud communications platform that unifies voice, video, messaging, and meetings in one system. It’s built on Google's cloud infrastructure and supports enterprise-level operations while eliminating the need for traditional phone hardware through its software-first approach.

The platform has Voice Intelligence technology, which automatically transcribes conversations, captures action items, and provides real-time coaching for sales and support teams. Dialpad offers call routing, custom IVR menus, and analytics to report on call centre performance. Additional capabilities include unlimited call recording, custom hold music, international numbers, and integrations with business tools like Salesforce, Google Workspace, and Microsoft 365.

Pros	Cons
Valuable insights and analytics User-friendly interface	Free trial only lasts 14 days CRM integration limitations

G2 rating:4.4

Capterra rating:4.2

What users are saying:

• “A new and better way to manage calls.”
• “It does require quite a bit of a learning curve for the Admin to become fully proficient with everything.”
• “Our sales team had plenty of issues with call delay, making the software almost impossible to use.”

Learn more: Discover how Dialpad integrates with Zendesk.

8. LiveAgent

Best for small business omnichannel support

Starting price	Free trial	Features
$15 per agent/month (billed annually)	30 days	IVR scripting and workflow builder Call routing Omnichannel support Auto-queue callback Call forwarding Customised greetings

LiveAgent is a customer service software solution that centralises communication channels into one help desk platform. Originally developed as a live chat tool, it has evolved to handle emails, calls, social media messages, and forum discussions through a single interface, giving support teams a complete view of customer interactions.

The software features a ticketing system with automation rules, SLA tracking, and customisable workflows to respond to customer enquiries. LiveAgent's other call centre functionality includes call routing, call recording, and real-time monitoring capabilities. Plus, businesses can create a knowledge base and customer portal for self-service.

Pros	Cons
Free trial lasts 30 days Easy to use	Knowledge base limitations Costly for bigger teams

G2 rating:4.5

Capterra rating:4.7

What users are saying:

• “Enabled us to have more effective response tools to achieve customer satisfaction.”
• “I like that you could connect so much together, but the phone system setup was disappointing.”
• “I don't like the price for a bigger team or the integration of social media (too many options missing, so it is not really usable).”

Learn more: Discover how Zendesk vs. LiveAgent compare.

9. JustCall

Best for CRM integration

Starting price	Free trial	Features
$29 per user/month (billed annually)	14 days	IVR scripting and workflow builder Call routing Omnichannel support Auto-queue callback Global conferencing Generative AI

JustCall is a cloud-based phone system specifically designed for sales and support teams that need to manage high call volumes. The platform enables businesses to acquire local and toll-free numbers in over 70 countries, facilitating global outreach whilst maintaining a local presence in target markets.

The software has call management tools like automated dialling, call recording, SMS capabilities, and detailed analytics. JustCall also features AI with call summaries and conversation intelligence for trend analysis. Workflow automation features allow teams to set up call routing rules, automate follow-ups, and streamline repetitive tasks. The platform integrates with over 100 CRM systems and business tools, enabling automatic logging of calls and messages.

Pros	Cons
Helpful call filtering Easy call transfers	Free trial only lasts 14 days Calls don’t always come through

G2 rating:4.3

Capterra rating:4.2

What users are saying:

• “JustCall does in one what many systems do in part.”
• “Integration works smoothly enough, but some of the features are proving tricky to get talking to other APIs seamlessly.”
• “I find the platform to be clumsy and unrefined.”

Learn more: Discover how JustCall integrates with Zendesk.

10. Talkdesk

Best for enterprise contact centres

Starting price	Free trial	Features
$85 per user/month (billed annually)	Unavailable	IVR scripting and workflow builder Call routing Omnichannel support Auto-queue callback HD video conferencing Global conferencing Generative AI

Talkdesk is a cloud contact centre platform catering to mid-size and large organisations with complex contact centre requirements. The software provides tools for call routing, workforce management, quality monitoring, and customer journey analytics. Talkdesk's AI capabilities include virtual agent assistance, automated quality management, and predictive analytics to enhance agent productivity and customer satisfaction.

The platform offers over 60 pre-built integrations with business systems and an AppConnect marketplace. Talkdesk's industry-specific solutions address healthcare, financial services, retail, and other sectors. Compliance features meet stringent security standards, including HIPAA, PCI, and GDPR requirements.

Pros	Cons
Useful live dashboards Easy to use	No free trial Steep learning curve

G2 rating:4.4

Capterra rating:4.5

What users are saying:

• “Full-featured product.”
• “The platform is easy to use, but I don't feel like a valued customer.”
• “I don’t think there are enough guides and helpful tips for learning the system.”

Learn more: Discover how Talkdesk integrates with Zendesk and how Zendesk vs. Talkdesk compare.

IVR systems offer numerous benefits for companies of all sizes. Let's take a look at some of the most important ones.

• Better trained and more focused agents: When IVR systems handle enquiries, agents can dedicate their time to complex issues requiring their expertise. That’s especially true if they can handle 80+ per cent of interactions autonomously, like Zendesk. This specialisation allows for more targeted training programmes focused on high-value interactions rather than repetitive tasks. Agents experience greater job satisfaction as they engage with meaningful work that maximises their skills.

• Boosted efficiency and workflow: IVR software automatically routes calls to the appropriate department or agent based on customer needs, eliminating time-consuming manual transfers. AI-powered software can even enable intelligent call routing to route based on customer intent, sentiment, and language. It can collect information before connecting to an agent, reducing average handling time (AHT) and increasing first contact resolution (FCR) rates.

• Enhanced customer satisfaction: IVR systems provide schnell access to information without requiring customers to wait for a live agent. Personalised greetings and options based on caller history create a tailored experience that makes customers feel valued. Eliminating long wait times and repeated explanations to multiple representatives has a direct, positive impact on customer sentiment and loyalty.

• More services provided: IVR systems enable businesses to offer 24/7 support without the resources required to maintain round-the-clock on-premises operations. Customers can complete transactions, check account balances, receive status updates, and access basic information entirely through automated channels. When businesses implement wider service hours and no increased staffing costs, they can support customers across different time zones and schedules.

• Improved customer self-service: Well-designed, human-first IVR menus empower customers to resolve many issues independently, giving them control over their service experience. These AI-powered systems integrate with knowledge bases and FAQ systems to give callers comprehensive answers to common questions—no agent intervention required. And according to the Zendesk Customer Experience Trends Report 2025, over two-thirds of customers are more likely to trust AI agents that communicate in human, empathetic language.

• A more professional brand image: An organised, clear IVR system projects competence and attentiveness to customer needs. Customised greetings, voice talent, and on-brand messaging reinforce your company's identity throughout the customer journey. Chaotic call routing and long wait times frustrate customers, but an IVR helps demonstrate respect for customer time and creates an impression of operational precision.

By strategically implementing IVR software, businesses can simultaneously reduce operational costs while creating more satisfying experiences for both customers and employees.

Ensure you get the most out of your IVR solution by picking a tool that comes with these features:

• IVR scripting: IVR scripting involves creating pre-recorded messages and prompts that guide callers through the interactive voice response system. These scripts ensure callers can easily navigate the system to reach their desired outcome.

• IVR workflow builders: IVR workflow builders are visual tools that allow businesses to design and customise their IVR systems without extensive programming knowledge. These builders provide a drag-and-drop interface, customisation options, and integration with other systems to optimise the caller experience.
• AI and automation: AI and automation enhance IVR systems by enabling natural language understanding (NLU), voice recognition, and intelligent decision-making capabilities. This technology allows callers to use conversational language rather than rigid menu options while automating routine enquiries and transactions. In turn, customers receive help more quickly, improving customer satisfaction.
• Call routing: Efficient call routing ensures callers reach the most qualified agent or department to resolve their issues schnell. This can be based on factors like agent availability, skills, work capacity, or the call’s priority.
• Integrations: Integrations with CRM systems, help desk solutions, and other business applications allow for seamless data sharing and connectivity. A provider that offers an outbound call centre solution can help sales teams collect insights on customer interactions directly in their CRM with this integration capability, for example. Ask your provider if it offers native integrations or APIs to facilitate this.
• Analytics and reporting: Robust analytics and reporting tools provide insights into call metrics, such as volume, duration, and resolution times. These insights help businesses monitor performance, identify trends, and make data-driven decisions.
• Omnichannel support: Modern customers expect the convenience of communicating through multiple channels beyond just the phone. Businesses need a comprehensive customer service solution that seamlessly integrates various support channels to meet these expectations. For example, an IVR system that can schedule text messages in addition to callbacks offers greater flexibility for customers.

An IVR setup with all of these features will be better prepared to help you automate and scale your customer service operations without sacrificing service quality.

The type of IVR phone system and call centre software you need depends on the nature of your business and what you plan to use the system for. To ensure you select the most suitable interactive voice response software, consider prioritising these characteristics beyond just basic features:

• Leverage generative AI: Generative AI can automatically transcribe calls and generate concise summaries of conversations. This reduces the time agents spend on manual note-taking and documentation during call wrap-up, allowing them to focus more on engaging with customers. AI-powered QA systems can score all calls in real time based on pre-defined criteria, providing consistent and objective evaluations. They can flag calls at risk of customer churn by analysing language, tone, and sentiment, enabling proactive intervention. Additionally, these systems identify performance gaps by highlighting areas where agents can improve.

• Prioritise ease of use and fast setup: Easy-to-use IVR software means less time and money spent training employees or relying on IT specialists for configuration. When you can set it up schnell, your company can start realising the software’s value sooner.
• Look for flexibility and customisability: Creating IVR interactions that align with your brand and customer base, including personalised greetings, menu options, and self-service workflows, can improve the customer experience.
• Opt for total cost of ownership (TCO): A low TCO ensures that your expenses remain predictable and manageable over time without the need for numerous costly add-ons for features like omnichannel support. IVR software with a low TCO should be easy to manage without hiring developers to maintain and operate the solution.

• Ensure security and compliance: IVR tools often handle sensitive customer data like account numbers or PINs. Choosing software with robust customer data protection safeguards this information and builds customer trust. Software that adheres to relevant regulations, like GDPR, ensures your business avoids hefty fines and reputational damage from non-compliance.

Balancing these characteristics with the key features identified in the roundup can increase your chances of finding a long-term partner.

Setting up an effective IVR system requires careful planning and customer-centric design to balance efficiency with accessibility.

• Ensure clear communication: Utilise AI that employs NLU for clear, empathetic voice prompts that avoid technical jargon or complex instructions. Menu options should be concise and use consistent terminology throughout the system. The menu needs to confirm customer selections verbally or with a keypad entry before proceeding to prevent frustration from misunderstood inputs.

• Offer access to live agents: Always provide an easy path to reach a human representative at any point in the IVR journey. Avoid burying the "speak to agent" option deep within multiple menu layers, as this creates customer frustration. An AI-powered IVR can help workforce optimisation by setting realistic expectations, informing customers about current wait times with live agents, and proactively offering alternatives during peak periods.

• Organise options logically: Structure your IVR menu with the most commonly used options first to minimise the time customers spend navigating. Limit main menu choices to five options to prevent cognitive overload and confusion, and group related functions together in intuitive categories that match how customers think about their needs rather than internal department structures.

• Plan for effective call routing: Review customer service reports and analyse historical call data to identify common customer inquiries and design routing rules that connect callers with the most qualified agents. Implement skills-based routing that matches customer needs with agent expertise to improve first-call resolution rates. Create specialised queues for VIP customers or urgent issues to provide tiered service levels where appropriate.

• Offer callback options: Implement virtual queuing that allows customers to maintain their place in line without remaining on hold. Programme the system to collect callback numbers and preferred contact times to accommodate customer schedules. Ensure the callback system provides accurate time estimates and honours the promised call window to maintain trust.

• Evaluate system performance regularly: Collect metrics on abandonment rates, containment rates, and customer satisfaction scores to identify improvement opportunities. Review call recordings and IVR path analytics to identify where customers become confused or frustrated with the system. Conduct regular A/B testing of different menu structures and prompts to track consumer behaviour and continuously optimise the customer experience.

Implementing these best practices will create an IVR system that serves as a valuable touchpoint in your customer journey rather than a source of friction and frustration.