The Best Intelligent IVR Solutions for 2024

Even in an omnichannel world, countless consumers still choose the phone as their preferred method of communicating with contact centers. Phone calls can be quick, efficient, and practical ways for consumers to access information and resolve issues. But delivering an excellent experience via voice requires companies to invest in the right technology. 

IVR (Interactive Voice Response) technologies give organizations the tools they need to enable simple self-service experiences, ensure calls are transferred to the right departments, and preserve efficiency. 

Intelligent IVR, leveraging natural language processing and machine learning capabilities, can help to reduce wait times, personalize customer service, and boost business efficiency. The question is, how do you choose the right solution? 

Here, we’ll introduce you to the key features to look for in an Intelligent IVR system, outline some of the top options available in 2024, and share tips on how to make the right choice. 

What is an Intelligent IVR? 

An Intelligent Interactive Voice Response (IIVR) solution is an enhanced version of the traditional “IVR” used by virtually every contact center worldwide. Like a traditional IVR, smart solutions empower companies to enable self-service, enhance routing, and streamline call management. 

However, with an intelligent IVR, companies can also leverage cutting-edge technologies, like conversational AI, natural language processing, and even predictive analysis to improve the customer experience. An Intelligent IVR can understand and process natural language, which means customers can communicate with the system using their own words.  

Implemented correctly, intelligent IVRs can: 

• Enhance self-service: Around 61% of customers say they prefer using self-service options to resolve simple issues. An IVR system enhanced with AI can more effectively resolve problems without the need to transfer customers to a human agent. It can complete tasks like searching for product information, sharing delivery updates, or processing transactions. 

• Improve customer experience: Intelligent IVR systems eliminate common issues that harm the customer experience, such as long hold times, or multiple transfers. They ensure customers get instant support, when possible, and help to route them to the right agents the first time, for faster problem resolution.  

• Better agent experiences: During busy periods, smart IVR systems can support your contact center agents, by handling a wider range of tasks on their behalf. This means they have more time to focus on complex requests that require human input. Plus, it can reduce the costs associated with hiring additional staff to handle high call volumes. 

Essential Features of Intelligent IVR  

The features of intelligent IVR systems can vary. Some solutions support both inbound and outbound campaigns, enabling access to innovative tools for automatic outreach, while simultaneously working as an intuitive auto attendant. Some of the key features every intelligent IVR system needs include: 

• Powerful call routing and queuing capabilities: Versatile options for call routing and queuing enabled by intelligent IVR systems ensure that customers will bear directed rapidly to the right agents based on their needs, preferences, and agent availability. Dynamic AI systems can help manage high call volumes, and match customers to agents based on their requirements. 

• Multi-level menus: Multi-level menus in an intelligent IVR system provide customers with a structured and flexible way to choose from a range of support options. The best systems allow companies to create various menus for different types of requests, and even allow customers to be routed to voice bots when possible.  

• Voice recognition and DTMF: Advanced IVR systems can process data in a range of ways. They can use traditional dual tone multi-frequency options for customers who prefer to use their keypad to enter sensitive information (like payment details), as well as using voice recognition to understand and process human speech.  

• Integration capabilities: An intelligent IVR system shouldn’t just integrate with your contact center technologies. It should also seamlessly connect with your databases, such as Customer Relationship Management (CRM) tools, and other business applications. This will allow the system to access the right data in real -time, and effectively collect valuable insights. 

• Personalization: Intelligent IVR systems leverage customer data to deliver personalized greetings, tailored responses, and customized service options to consumers. This level of personalization significantly improves customer satisfaction, and loyalty.  

• Call monitoring and recording: The ability to monitor and record calls is essential for quality assurance, training, and compliance purposes. This feature, implemented into intelligent IVR systems allows supervisors to effectively review interactions, give agents feedback, and ensure they’re adhering to service quality standards.  

• Reporting and analytics: Robust reporting and analytics tools offer insights into call patterns, customer behavior, and system performance. Businesses can use this data to identify trends, optimize IVR configurations, and make informed decisions to enhance overall service quality. 

The Best Intelligent IVR Solutions in 2024 

Based on our experience in the contact center and customer service solutions landscape, and our long-standing relationships with technology leaders, we’ve identified some of the best intelligent IVR solutions available in 2024. These solutions include all the features mentioned above, and deliver a user-friendly, intuitive experience to customer service teams. 

1. ComputerTalk: The Top Intelligent IVR System 

ComputerTalk’s Intelligent IVR system offers companies a comprehensive solution for building intelligent features into their self-service and contact management solutions. The powerful offering combines state-of-the-art automated speech recognition, with auto-attendant capabilities, configurable menus, and easy integration with a range of business tools.  

Companies can create advanced routing workflows focusing on customer intent, sentiment, need, and agent availability. Plus, the IVR solution can be combined with ComputerTalk’s other powerful tools for speech analytics, translation, speaker verification, and voice bot-based customer service. 

Organizations can use ComputerTalk’s ecosystem to not only streamline and improve customer service with intelligent routing and voice bots, but also automate the analysis of each interaction, and upload content directly to their existing CRM solutions. The offering even comes embedded into ComputerTalk’s ice Contact Center solution (also available for Microsoft Teams), and can be aligned with outbound campaign, live chat, and real-time monitoring capabilities.  

Pros: 

• Highly flexible AI management, with custom AI messages 

• Multi-level menus and flexible call routing options 

• Automated analysis of interactions with conversational AI 

• Easy integration with a range of essential business tools

• Voice recognition and DTMF combined 

Cons: 

• May require custom set-up for some integrations
• Pricing is variable depending on your choice of CX modules 

2. Talkdesk: Exceptional Customization 

Well-known in the contact center industry for its focus on artificial intelligence, Talkdesk offers an intelligent IVR solution that aligns seamlessly with its existing omnichannel contact center. Powered by “Talkdesk Studio,” the IVR solution allows both technical and non-technical users to automatically configure and manage various IVR workflows.  

The solution takes advantage of generative AI, to analyze customer intent and sentiment before routing each caller to the ideal agent. Plus, it offers access to text-to- speech capabilities, so companies can build natural-sounding automatic assistants.  

With Talkdesk, companies can build their own functions with advanced business logic, manage queues efficiently to reduce wait times, and leverage advanced strategies like attribute-based routing. Plus, you can combine your intelligent IVR system with an AI-powered virtual agent for both voice and digital conversations, extending the self-service experience.  

Pros: 

• Excellent range of routing options 

• Highly customizable workflows with reusable modules 

• Generative AI-powered solutions for intelligent orchestration 

• Pre-packaged plug-and-play components and integration 

• Easy to use ecosystem 

Cons: 

• Some reporting latency at times 

• Integrations can occasionally cause technical issues 

3. 8x8: Flexible Cloud-based IVR 

8x8 is another leader in the contact center landscape with a heavy focus on implementing intelligent solutions into its products. The company’s IVR system makes it easy to handle repetitive and routine customer inquiries with intuitive self-service solutions. Companies can easily build or edit any IVR workflow with an intuitive drag-and-drop editor, and visual designer. 

Plus, you can choose from a range of routing options to help ensure customers are directed to the correct department. The IVR system, which comes bundled with 8x8’s leading cloud contact center software also makes it easier to analyze your customer journeys and experiences.  

You can capture and report on insights taken from your customer’s IVR experiences in real-time and analyze everything within a cloud-based ecosystem. Plus, 8x8’s IVR has its own integrated CRM solution, and supports both voice recognition and DTMF. 

Pros: 

• Excellent easy-to-build intelligent routing 

• Integrated end-to-end conversational AI 

• Advanced reporting and monitoring capabilities 

• Native CRM options and integration solutions 

• Bundled with speech analytics and quality management 

Cons: 

• Limited integrations with third-party tools 

• Complex initial setup for the full 8x8 toolkit 

4. Nextiva: Excellent Natural Language Processing 

Nextiva’s Intelligent IVR system is included as part of its comprehensive toolkit for VoIP, Unified Communications, and customer service. The solution leverages natural language processing capabilities powered by both IBM Watson and Google Dialogflow to simplify customer interactions. 

The advanced IVR offering uses machine learning to understand how customers make requests, providing access to insights companies can use to improve their routing and call management strategies over time. Plus, the system includes access to a user-friendly interface where you can create custom IVR menus and manage multi-channel communications.  

There are advanced call routing options, with various criteria you can choose from for natural language call steering. Companies can also take advantage of intelligent solutions for queue callback, PCI-compliant payment processing, multilingual customer support, and more.  

Pros:  

• Advanced call routing workflows 

• Excellent natural language processing capabilities 

• Fantastic scalability and system reliability 

• Integrations with a range of channels 

• Included machine learning 

Cons: 

• Limited information on pricing or fees 

• Not ideal for companies outside of the US 

5. Five9: Leading Cross-Channel Support 

Five9’s leading contact center solutions come with access to intelligent IVR capabilities as standard. With Five9, companies can create powerful multi-channel and omnichannel experiences for customers, leveraging visual IVR solutions for mobile apps and digital channels, and connecting customers with live agents (or bots) on various platforms.  

Five9’s advanced system makes it easy to streamline call routing and personalize the customer experience with unique branded greetings. Businesses can also build workflows into their IVR system which allow them to automatically collect feedback and insights at the end of each discussion.  

The platform is specially optimized for mobile devices too, ensuring customers using smartphones can easily access all kinds of information. Plus, it comes with a unified dashboard for administrative management, where teams can access real-time and historical insights. There’s even a demo available so you can test the functionality for yourself.  

Pros: 

• Comprehensive omnichannel support 

• Fantastic mobile-first user experience 

• Advanced range of integration options 

• Solutions for capturing the voice of the customer 

• Flexible call routing capabilities 

Cons: 

• Limitations on advanced analytics 

• Mobile-first experience may not be suitable for every company 

How to Choose the Right Intelligent IVR Solution 

While there’s no one-size-fits-all strategy for choosing an IVR system enhanced by artificial intelligence, there are some key factors you should consider. When comparing solutions, here are some top tips to guide your decision-making process: 

• Define requirements clearly: Identify your specific needs and goals first. Think about which voice channels your customers use, how much automation you want to implement, and how complex your typical customer journey is.  

• Evaluate features carefully: Assess the various features offered by each vendor, from voice recognition options to integration capabilities, call routing capabilities, personalization options, and built-in reporting and call recording tools. 

• Assess the technology: Examine the underlying AI technology used in the system. Choose solutions that leverage advanced AI, machine learning, and natural language processing to deliver superior performance. 

• Consider budget and pricing: Compare pricing models of different vendors, considering factors like initial setup costs, ongoing maintenance, and scalability. Choose a solution that offers the best value for money without compromising on quality.  

• Examine vendor reputation: Look for customer reviews, case studies, and testimonials to gauge the vendor’s reliability and service quality. Evaluate the level of support provided, including implementation assistance, training, and ongoing technical support. 

• Trial the solution: Take advantage of trial periods or demo versions offered by vendors. Testing the IVR system in a real-world environment allows you to evaluate its performance, user-friendliness, and compatibility with your operations. 

Embracing the Potential of Intelligent IVR 

An intelligent IVR solution is an excellent way to transform the way you manage calls, support customers, and deliver streamlined self-service solutions. With advanced features like dynamic call routing, voice recognition, and AI analysis, Intelligent IVR systems can boost operational efficiency, productivity, and customer experiences.  

If you’re ready to take the next step into the future of AI-powered call management and process automation, start with the right vendor. ComputerTalk is a leading provider of intelligent solutions for workflow automation, IVR systems, and customer self-service.  

Contact our team to request a demo of our technology or learn more about the unique capabilities of our intelligent IVR software.