The reviews are based on an evaluation of key features, pricing, availability of the software, its limitations, drawbacks and the overall performance.
These are the key parameters that should be considered in a review:
- Ease of use: How difficult is it to set up and use the specific IVR software? Is it user-friendly or does it require a steep learning curve? How long does it take to set up?
- Features: What are the features that the IVR software offers? Can the software handle a high volume of calls? Does it support multiple languages? Can you add your own recordings?
- Performance: How does the software perform in terms of the quality of the call? Does it transfer you to the right department or qualified agent?
- Price: What is the price of the IVR software? How does the price compare to the other products on the market? What features are included in the price?
- Support: Does the software provider offer good support and maintenance? Are there any significant limitations or drawbacks to the software?
What are the most common features of IVR software?
The most common features of IVR software (interactive voice response systems) include:
Customizable menu options
Customization allows businesses to create a personalized experience for their customers by providing specific options and information through pre-recorded messages. LiveAgent has a comprehensive IVR online design tool where you can design your IVR phone trees, even with minimal technical experience.
Multinational companies or countries with numerous widely spoken languages (Canada, India, etc.) can also provide their IVR in different languages. The IVR system allows customers to choose based on their language preferences to provide a better experience and improve customer satisfaction.
Integration with other systems
IVR systems can be integrated with your customer relationship management (CRM) systems that provide access to important customer information during phone interactions. It can also be integrated with your helpdesk software, analytics software such as performance analytics and customer journey tracking to connect and share collected data.
Robust reporting and analytics
IVR software typically offers detailed reporting and analytics capabilities that allow businesses to track key metrics and make decisions based on collected data. It provides information about the entire customer journey, the amount of customers that were processed by the IVR, or the average wait time. It is also possible for companies to calculate how many customers were able to solve their problems with the help of the IVR without connecting to an agent.
Automated call handling and callback automation
IVR systems can handle many common customer questions without the need for an agent, improving efficiency and reducing wait times. Another key feature is callback automation which is perfect for people that don’t have time to wait on the line. The IVR schedules a callback based on the details that it recorded automatically.
IVR software is focused on providing great customer self-service. A variety of tasks can be accomplished by IVR systems without contacting an agent, such as making credit card payments, checking account balances, and updating contact information. The payment process is secure since the customer does not have to provide any personal information.
Another feature that can be a part of an IVR system is advanced speech recognition technology. It is the ability of a computer to use voice recognition and understand human speech in order to be transferred accordingly. However, it is considered an advanced feature because not all IVR software providers offer this feature.
Overall, the specific features of Interactive voice response software (IVR) will vary depending on the service provider and the specific needs of the company. It’s important to carefully evaluate your needs and choose a system that offers the features you need to improve the satisfaction of your customers.
What are the benefits of IVR software?
There are several benefits to using IVR software for your business, including:
Improved customer experience
If set correctly, the IVR systems allow customers to quickly and easily access the information they need, improving their overall experience with your business.
These systems help to organize workflow and therefore get the problems resolved as quickly as possible. Instead of agents trying to collect the information from the caller and redirect them to the right department, the IVR systems can handle many incoming calls and basic questions from customers without the need for a live agent, freeing up your staff to focus on other tasks.
Reduced wait times
With IVR systems, customers can get the information they need without waiting on hold for a qualified agent, leading to shorter wait times and happier customers. In case they have specific questions, the IVR connects them quickly to the relevant person which improves the agent productivity.
By automating many common customer interactions, IVR systems can help reduce your staffing by needing less agents, and operational costs by connecting callers directly to the right person or department.
Generally, IVR software can help businesses improve the customer experience, increase efficiency, and reduce costs. It’s an important technology for any business that wants to provide high-quality customer service and support. With LiveAgent you can enjoy these benefits
What are the disadvantages of IVR software?
While IVR software can provide your business with many benefits, there are also some potential disadvantages worth considering. Some of the most common disadvantages of IVR systems include:
IVR systems are designed to handle simple customer inquiries. For more complex cases or unique issues, customers may still need to speak with an agent.
Poor customer experience
If the IVR system is difficult to navigate, takes too long to provide the right answer or does not provide the information customers need, it can lead to customer frustration and a negative experience. A lot of people also still prefer to talk to a real person instead of a computer especially if they have a more complicated problem.
Once you set up your IVR system, it can be difficult to make changes or updates. This can be a disadvantage if your business needs to frequently adjust its menu or call routing options.
Depending on the features and functionality of the IVR system, it can be relatively expensive to implement and maintain. Therefore, it might not be for everyone. Investing in IVR can be a good decision for corporations, but if you are a small business, you might think twice.
Dependence on technology
IVR systems rely on technology to function properly. If there are technical issues, interruptions caused by dropped calls, bad phone service or outages, it can disrupt the customer experience and lead to dissatisfaction.
Overall, while IVR systems can provide many benefits to businesses, it’s important to carefully weigh the potential disadvantages before implementing one and investing into it.
What are the different types of IVR software?
There are several different types of IVR software available on the market, each with its own unique features and capabilities. But we also need to differentiate inbound and outbound IVR. Inbound IVR helps you to handle inbound calls that your business receives. This is the most common type when companies talk about IVR software. On the other hand, outbound IVR helps you to make outbound calls to your customers. The most common use for outbound IVR is payment collection from customers to remind them to make a payment.
Some of the most common types of IVR software include:
On-premises IVR systems are location-based, and they are installed and managed on the business’s own servers. IVRs like this offer greater flexibility and control, but require additional IT resources and expertise to manage since these servers must be maintained and updated by the company’s IT department.
These IVR systems are hosted on the provider’s servers and accessed via the internet. Cloud-based IVR offers the benefits of both hosted and on-premises systems, with the added convenience of being accessible from anywhere with internet connection.
The type of IVR software that is right for your business will highly depend on your specific needs and requirements. It’s important to research and evaluate your options and choose the type of IVR that will best meet your particular needs.
How to choose the right IVR software?
When choosing IVR software for your business, there are a few key factors to consider. First, you’ll want to think about the specific needs of your business and what features and functionality you’re looking for in an IVR system. This might include things like call routing, call queuing, and the ability to integrate with other business systems.
Next, you’ll want to consider the scale of the IVR system. As your business grows, you’ll want to make sure that your IVR system can grow with you and support a large number of calls. You’ll also want to think about the reliability of the system and the level of support offered by the provider.
And finally, it’s important to consider the cost of the IVR system and whether it fits within your budget. You’ll want to compare the cost against the features and functionality you need to ensure that you’re getting the best value for your money.