Voice Recording your calls — Top 10 IVR Providers
Over the years, technology has revolutionized the world in many ways, starting from the way we live and we communicate. Today, many users book their travel and entertainment tickets online, automating their banking process. Throughout their online journey, most of the customers feel comfortable reaching their customer service team without stepping outside of their home using their smartphones. Considering such practices, every call you receive for your business is more important and recording such customer calls plays an essential role for any type of organization. Without call recording technology, it is difficult to monitor your employees or manage your leads. To improve customer service, many businesses are now using IVR technology.
What is IVR and why you need IVR for your business?
IVR stands for Interactive Voice Response and it is automated call assistance and management technology that allows humans to interact with a computer-operated phone system. This works by using the voice recognition process and/or by letting users to use their dial pad to choose the appropriate support actions. . IVR technology interacts with callers, gathers caller details, and self-direct their calls to the right person or departments to help them resolve their needs and queries.
The main pros of using the IVR system for any organization are that it uses a fully automated way to handle large call volumes, provides a cost-effective and time-saving process to connect your customers with the service they need, will reduce the load for agents as well as enhances your prospect service efficiency.
To make this IVR system more effective, one must use call recording technology. Below are a few reasons why call recording is important for your business.
- Addressing business needs of your prospect
- Tracking and managing employee call handling skills
- Refining your process
- Generating leads
- Accelerating lead conversion efforts
- Resolving disputes and enhancing the customer service
- Training new and existing employee’s skills
Choosing the right interactive voice response (IVR) systems for your business makes it simpler and easier for you to build a problem-free caller experience. If you are interested in figuring out the best IVR provider to go with, you have landed in the right place. In this blog post, we will suggest 10 IVR providers that could satisfy your business needs.
(1) Twilio
Twilio is a leading cloud-based communication platform that powers the future of business communications and strengthens customer relationships from marketing and sales to customer service.
Key Features:
- Attribute-based Routing
- Keyword and Conversion Tracking
- Call Reporting and Recording
- Contact Management
- Analytics
- CRM integration
- Convert Text to Speech and Play Audio
Pricing Starts at To make and receive calls, the package starts at 2 Cents/ minute and $1 monthly / phone number
Available Platforms: Windows, Mac
(2) Genesys
Genesys is the API-first solution and a flexible cloud IVR product that provides contact center software to drive outstanding customer experiences for organizations of any size. It has covered all possible ways to connect you you’re your customers
Key Features:
- Advanced omnichannel routing
- Inbound/outbound blending
- Real-time dynamic performance views
- Inbound voice, SMS, and app-based messages routing
- Cloud-based voicemail, screen recording, and interaction recording
- Real-time and historical insights via performance dashboards
- Co-browsing and screen sharing for remote customer support
- Campaign and workforce management
- CRM integration
Pricing starts at $75 per user per month
Available Platforms: Web App, Android
(3) SparkTG VCC
SparkTG established in the year 2002, is the provider of enhanced business collaboration and cloud-based unified Contact Centre Solution, trusted by many startups and growing organizations
Key Features:
- Create new records and add tasks or follow-up activities
- Real-time dashboards, reports & call recordings
- Inbound, Outbound, Historical Reporting
- CRM integration
- Multi-User login & Roll-based access
- Lead & Contact Management
- Single Access Number
- Unlimited Concurrent Calls
- Unattended Call Management
Pricing Starts at: $5.00 per month per user
Available Platforms: Windows, Mac, Android
(4) Five9
Five9 founded in the year 2001, is the leader of the largest Cloud-hosted contact center software and positioned highest in the ability to execute in the Leaders quadrant of the Gartner Contact Center as a Service (CCaaS) Magic Quadrant. It has become the solution of choice for enterprise contact centers and delivers the most trusted, scalable, and reliable cloud contact center that unlocks customer intelligence and insights, empowers agents and organizations to deliver remarkable customer experiences.
Key Features:
- Campaign Communication and call list management
- CRM integrations
- Text-to-speech
- Analytics and Real-time reporting
- Skills-based routing
- Power, Preview, Predictive and Progressive dialler
- Inbound Contact Systems, Outbound, and blended Call Systems
- Multichannel Communication
- Call Disposition, Logging, Monitoring, Recording, Routing, Scheduling, Scripting, Tagging, Tracking, Transfer
- Collaboration tools
Pricing Starts at: $100.00 per user per month
Available Platforms: Mac OS, Web browser
