Infobip IVR review

Infobip IVR review
Compare Infobip IVR review with other in: How Infobip IVR review is doing on review portals
4.5
Average rating based on data from trusted review portals
107 reviews

Infobip is a well-known platform in the field of marketing, sales, and customer service. It has a large variety of features customers across the globe have come to love. Infobip’s IVR functionality is nothing short of robust while staying accessible.

Pricing
Starting from:
$ 499   per month
Equal to LiveAgent's Large plan Liveagent pricing
Free trial: Yes
Free version: No

Jana Kostelanska

Editor's rating

Jana Kostelanska
Overall rating
4.3
User experience
4
Price
4.5
Implementation
4.5

Key takeaways

Pros

  • Highly customizable
  • Easy to use
  • Robust

Cons

  • Lingo used can be confusing
  • Language detection can be a little clunky

With its many configurable options, this IVR feature is great for larger businesses that are looking to automate their contact center operations. However, small companies can find Infobip’s software just as useful. Despite the sheer number of functionalities and options, you can set up without having to worry about getting overwhelmed or confused.

Getting started with the Infobip IVR feature

I tested Infobip’s software on Windows 10, but it can also run on Linux. Setting up a free trial with Infobip was surprisingly tedious. After clicking on the “sign up” button, I got forwarded to their customer satisfaction survey. After looking around the website, I tried getting my free account with the help of the docs pages. After clicking through articles, I finally managed to sign up for a free trial account.

After receiving a verification email and an activation code sent to my phone, I was able to start setting up the IVR feature.

However, this presented a bit of a challenge. If you’re anything like me, you’re going to feel lost if you’re looking for familiar terms like “flow” or “call automation”. My best bet was to head back to the support portal. Finding information on how to set up the IVR feature is fairly easy. However, the support documentation does not mention setting up things like a personal profile, tags, channel events, etc. Once you do that, you can refer back to the how-to.

Although the first steps were a little frustrating, it was smooth sailing from there.

To set up the IVR function, click on Moments in the left-side menu. If you’re doing this for the first time, Infobip offers a short tutorial that guides you through the basic steps.

Infobip IVR setup tutorial

Continue by clicking on the Create flow button and then on Start from scratch.

Infobip creating a new flow

After that, you’ll have a few trigger options to choose from. To create a phone tree, click on the Inbound Call tile.

Infobip IVR triggers options

Now, you can start playing around with the IVR function. The Infobip user interface is very clean and intuitive, so even a new user will not feel overwhelmed.

You can use text-to-speech or pre-recorded audio files to answer an inbound call automatically with a message. You can just upload an audio file to the software directly from your computer. To customize the text-to-speech message, you can choose from multiple voice options. Other than that, you can configure speech rate, pause duration, and more.

Infobip IVR configuration

Infobip allows you to set up very simple call trees as well as more complex flows. You can add other communication channels to your branches like SMS, email, and Whatsapp messenger. This way, Infobip creates a multichannel experience for you and your customers.

Infobip finished IVR tree

What I like about this software is the sheer amount of options it offers. You can set up trackable goals for your IVR system, or configure it to collect and store data about the digits that users enter.

Infobip user input collector options

There are many advanced options you can configure to create an intricate and highly customized flow. Depending on your business needs, your IVR can be as bare as bones or as complex as you wish.

How does the IVR perform?

Despite the first steps to setting up call trees being a little frustrating, the functionality performs well. Infobip is known for its reliability, so I wasn’t surprised that everything worked smoothly and without hiccups. This software lets you play around with the configuration so you can get everything you need. Even the more advanced options are accessible to users without much technical knowledge. And, even if you get lost or confused, the Infobip documentation page is easy to navigate and offers many articles and how-to’s to help you along the way.

Pricing

Infobip’s pricing is mostly custom. Finding the prices of their base subscription packages is possible only once you have a free account. Infobip has three pricing options – Moments, Conversations, and Answers. To use the IVR feature, you will need the Moments package which starts at €499 per month. To get a custom plan, you can contact their customer support or sales team.

Conclusion

To summarize Infobip’s IVR feature, the word ‘functional’ comes to mind. It’s highly configurable while remaining accessible to all types of users. With the user-friendly interface and simple drop-down menus, you will not feel intimidated even if it’s your first time setting up a call tree. The choice of multiple communication channels enables you to create a truly multichannel experience for your clients. Moreover, you can set up tracking directly in the IVR so your call center will always stay on top of its KPIs. Despite minor inconveniences, Infobip is an amazing software for both small businesses looking to set up a contact center, and large industry leaders who need to automate and streamline their processes.

Common issues and problems

I can’t integrate Infobip’s IVR with my CRM

To fetch information from a third-party database or CRM, you can use the Call API feature. Add a URL of the system you want to integrate with the flow. Make sure the URL is correct so the flow can communicate with it. After that, specify a method the flow will use to send requests to the URL. Once you do that, you should be good to go. If you experience any issues along the way, you can contact Infobip’s customer support.

My IVR is not working

Double-check your IVR flow design for errors and fix them. If you still have trouble with your IVR, you can try consulting Infobip’s help section or contacting customer service for help.

Product reviews

Find the right IVR Software for your business based on reviews of their key features, performance, price, limitations and overall performance.

IVR software

Interactive voice response (IVR) software offers various features such as call routing, integration with other systems, robust reporting and analytics, automated call handling, self-service options, and speech recognition. This technology provides numerous benefits to businesses such as improved customer experience, increased efficiency, reduced wait times, and cost savings. However, it also has some potential disadvantages to consider, including limited functionality, poor customer experience, limited flexibility, high cost, and dependence on technology. There are different types of IVR software available, and businesses need to carefully choose the one that best fits their needs based on factors such as specific requirements, scalability, reliability, support, and cost.

Looking for a chatbot tool for your company? Join us for a detailed Tidio chatbot review to see if it’s a tool for your needs.

Tidio chatbot review

Tidio is a popular customer support and chatbot software company that performs exceptionally well and offers great service to many satisfied clients. The chatbot works seamlessly and without major issues. Tidio offers a free trial, and the pricing starts at $15.66 per month. The chatbot feature works well, but users may feel overwhelmed by the number of options available. Configuring the chatbot is a time-consuming process, but Tidio has a well-designed chatbot builder with a visual representation of all possible conversations it can handle. Overall, Tidio is a reliable and efficient chatbot software for businesses.

What's more important for your business than what customers think? Here are some statistics and research related to this topic.

What customers think

Customer feedback is essential for improving service, yet many companies lack it. Automation processes are too often relied upon, leading to frustration among customers who want to be able to reach live agents quickly and receive personalized assistance. Scripted responses and long, irrelevant automated systems also contribute to dissatisfaction. Customers prefer to do business with companies that are easily accessible on their preferred channels, such as digital media. Customer support is crucial, and customers are willing to pay more for better service. A positive customer experience is a significant factor in purchasing decisions.

Looking to learn more about Apptivo's knowledge base? Take a look at our article to find out how it works and how it performed in our tests.

Apptivo knowledge base review

Apptivo is a cloud-based business software that offers various functionalities such as contact management, sales, customer service, marketing, and knowledge management. Its knowledge base feature, called Answers, although not the most intuitive software, is functional and can perform objectively well. While lacking some extra features for organizing, it is incredibly cheap compared to its competitors. Its text editor is standard and lacks the option for video media support. Apptivo's pricing is favorable, with four plans ranging from $10 to $25 per month per user. Ultimately, businesses that rely heavily on knowledge base use may appreciate a better solution for the task.

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.

×
Schedule a one-on-one call and discover how LiveAgent can benefit your business.

We’re available on multiple dates

Schedule a demo