10 Best IVR Software of 2025

Today, customers don’t want to wait for a long hold when they reach out for assistance. They demand a quick and efficient response. Therefore, businesses are turning to IVR to offer self-service solutions and empower callers to resolve their queries independently. 

IVR software has proven to enhance call resolutions, streamline communication, and improve customer satisfaction. 

In this blog post, we explore the best IVR systems of 2025. 

What is IVR?

Interactive Voice Response (IVR) is a contact center technology that allows callers to resolve their queries independently. It is like a virtual receptionist, offering a menu of options that callers can select using voice commands or keypads on their phones. 

The system enables callers to: 

1. Resolve the query via pre-recorded self-service options ( for e.g., select 3 to know the last date of your subscription)
2. Connect with the right customer representative if self-service is not sufficient

IVR system helps reduce wait times and customer effort by resolving basic queries and routing calls to the appropriate department. 

Key IVR Features to Consider 

How do you find the best IVR system in the sea of options? Let’s identify the features that you should consider to find your perfect fit.  

Queue Management

The IVR software organizes incoming calls in a queue, ensuring that the agents serve callers according to their call order or priority.

For example, a bank’s IVR system can prioritize high-value customers by routing their calls to agents who regularly work with them.

Speech Recognition 

IVR software can use natural language processing (NLP) to process voice commands and help users navigate instead of using keypads. 

For example, a hotel’s IVR can allow guests to “Check check-in time” or “speak to the receptionist” without a complex menu.

Customizable Workflow

A customizable IVR software allows you to design unique call flows based on the business setup. It allows you to modify language options, greetings, scripts, menus, and call routes to suit your target audience, location, and branding. 

For example, a global retail company can customize IVR greetings during topical sales, such as “Black Friday Sale is Live! How can we help you?” 

Call Forwarding 

In case the call requires special assistance, the IVR automatically forwards it to the right agent or department. This ensures that the customer gets the proper assistance without unnecessary delays or transfers, speeding up the resolution process. 

Call Routing

Dynamic IVR can route callers to the appropriate agent or department based on two criteria: 

» Skill-based routing – Matches calls to agents most suitable for resolving certain queries

» Caller-based routing – Uses customer data and IVR inputs to optimize the routing process

CRM Integration

CRM integration with IVR can pull customer data in real-time so that agents can view the caller’s information before answering, allowing for personalized conversation. 

Automatic Call Distribution 

ACD minimizes wait times, the likelihood of call transfers, and repeat calls. It automatically routes inbound calls to the best-suited agent based on criteria such as the agent’s skill, availability, priority, or caller’s issue.  

Exotel’s smart IVR can help you eliminate the complexities of traditional call center solutions and streamline customer service. You can book a demo to find out more about the solution. 

What are the Benefits of IVR Software? 

IVR technology can help you enhance efficiency and customer satisfaction in the following ways: 

• Faster Resolution: IVR significantly reduces wait times by providing self-service options or routing calls to the right agents 
• Greater Agent Productivity: The tool handles routing queries, reducing the agents’ call volume and allowing them to focus on more complex issues
• Higher Customer Satisfaction: It can personalize customer interactions by addressing callers by name and providing tailored menu options based on customer data
• Better Customer Self-Service: Modern IVR software incorporates AI technologies to offer more sophisticated self-service options and IVR workflows with features like NLP and call flow designs 

10 Best IVR Software 

Here’s a list of the best IVR call center software we have compiled to help you evaluate your options based on features and advantages. 

1. Exotel

Exotel is an AI-driven communication platform that offers an omnichannel contact center solution to optimize customer communication. Its smart IVR solution delivers a fast, personalized customer experience. 

Key Features:

1. Smart IVR Routing – Direct calls to the appropriate agent based on pre-defined rules, improving resolution time
2. Multi-level IVR – Set up complex IVR flows to simplify the workflow and give callers a smoother path to self-service
3. Real-time Customer Data – Integrate customer information dashboard anywhere via iframe for agents to access data
4. Personalization – Tailor IVR flow, greetings, music, and actions for different numbers and prompts
5. Reporting & Analytics – Gain detailed agent-wise reporting and call analytics in real-time
6. VIP Hotline – Route VIP customers to the right agent fast during peak hours

Advantages:

• Exotel integrates easily with your existing CRM, ensuring a seamless flow of data and better customer management
• The IVR supports multiple languages, making it ideal for businesses operating across multiple locations

2. Twilio

Twilio offers highly flexible IVR software that allows businesses to customize the flow as per needs. It also offers APIs for customization and integration with other applications. 

Key Features:

1. Access to APIs – Integrate the IVR system with your existing stack as per your requirements
2. AI Virtual Agents – Deflect calls to virtual agents and reduce agent workload
3. Speech Recognition – Supports voice commands navigation through voice recognition using NLP
4. Multi-channel Support – Integrates with SMS, email, and other channels

Advantages:

• The platform is highly customizable, making it suitable for almost every industry
• Supports IVR with logic and AI-based self-service functionality to reduce agent intervention

3. CallHippo

CallHippo is a cloud-based virtual phone system that offers an easy-to-use IVR solution in its Silver and Platinum models. It also offers global phone numbers to allow businesses to manage international calls and establish a local presence in over 50 countries.

Key Features:

1. Skill-based Call Routing – Direct calls to a live agent agent based on caller query 
2. Multi-level IVR – Customize IVR menu to improve caller experience (only available in Platinum plan)
3. Call Tagging – Allow agents to label inbound calls based on business context

Advantages:

• The platform is easy to use, with no technical experience required

4. TeleCMI

TeleCMI is a leading AI-based cloud IVR service provider designed to meet the evolving demands of various industries. Our premier, feature-packed IVR system automates responses, improves customer engagement, and delivers seamless, efficient interactions for enhanced customer satisfaction.

Key Features

• Multi-Language Support – Supports multiple languages to enhance customer satisfaction.
• Call Barging/Whispering – Allows business heads to join calls and whisper to agents without disturbing customers.
• Caller ID/Number Masking – Customizes caller IDs for better call connection rates and customer trust.
• AI-based Call Routing – Redirects business calls using AI-powered shift-based, skill-based, sticky agent, and ring team routing.
• Real-time Reports & Analytics – Provides deep insights into business and customer reports with live call reports in the user dashboard.
• Missed Call Solutions – Ensures no missed customer calls with the callback list feature.

Advantages

• Improved Efficiency – Streamline your communication processes with our automated IVR system.
• Better Customer Experience – Enhance interactions and satisfaction through personalized, efficient service.
• No Connection Errors – Ensure seamless and reliable connectivity for all calls.

5. RingCentral

RingCentral is a global provider of cloud-based communication solutions with an AI-powered all-in-one business phone system that offers communication tools for small businesses to enterprises. 

Key Features:

1. Easy-to-Use Interface – Allow non-technical users to create and manage IVR flows
2. Cloud Integration – Support contact center agents for remote work management and scalability
3. Analytics & Reporting – Track IVR performance to identify areas of improvement

Advantages:

• RingCentral’s IVR solution integrates seamlessly with other communication tools
• The platform is highly scalable and offers multi-location operation

6. Five9

It’s a cloud contact center solution that offers a smartphone-optimized IVR solution that integrates with your current business application to offer digital-first customer service. 

Key Features:

1. Unified Platform – Offer standard reports on agent performance across all channels
2. Visual IVR – Convert long complex IVR menus into app-like mobile experiences
3. Intelligent Routing – Direct calls using smart algorithms
4. Reduced Wait Times – Embed call widget in mobile websites informing estimated wait times and offering options like callbacks and texting

Advantages:

• Five9’s AI-driven routing system ensures customers connect with the best-suited agents
• It supports self-service with its speech-enabled IVR and mobile-optimized visual IVR

7. Nextiva

Nextiva is a cloud contact center solution that offers user-friendly, advanced IVR software for setting up complex call flows with minimal effort. The platform is ideal for companies of all sizes, offering AI-powered conversational IVR. 

Key Features:

1. AI-driven IVR – Offers automated call flow, speech recognition, and text-to-speech
2. Smart Attendant – Create dynamic and personalized interactions
3. Screen Pop – Show caller’s information on the agent’s screen when an agent receives phone calls

Advantages:

• Nextiva’s offers a user-friendly platform, reducing the need for technical expertise
• It provides excellent customer support, ensuring quick onboarding 

8. NICE

NICE offers a robust, cloud-based, interaction-centric platform focused on customer experience-rich capabilities. The platform provides AI-driven functionalities to design exceptional experiences for businesses and customers. 

Key Features:

1. ACD Integration – Ensure automatic and intelligent call distribution
2. Personalized Self-Service Options – Offer speech recognition, text-to-speech, speech-to-text, and touch-tone functionalities
3. Reporting – Regularly monitor IVR performance to improve routing accuracy

Advantages:

• The platform offers superior automation capabilities to handle high call volumes
• NICE ensures a high level of customer data protection with features like voice biometrics

9. Genesys

Genesys is an AI-powered experience orchestration platform that helps organizations of all sizes create personalized CX at scale.

The platform offers AI-driven IVR software for contact centers to provide a comfortable caller experience. It uses machine learning to predict caller intent and escalate calls to live agents.

Key Features:

1. Drag-and-drop Flow Builder – Create multi-level interaction flows and menus with simple user-interface 
2. Speech Recognition – Allows customers to interact using voice commands with its natural language understanding to increase service accuracy
3. Personalized Routing – Optimize interactions using customer data on their self-service preferences

Advantages:

• Genesys’s IVR software uses predictive routing to connect callers to the best agents to reduce wait times
• The platform allows you to configure, design and deploy IVR and self-service journeys across channels 
• It helps you create rules, messages, IVR menus, and multi-lingual call flows using customer information, intent, and call center capacity

10. Aircall

Aircall is a cloud-based customer communication and engagement platform that aims to drive meaningful conversations. It is designed for sales and support teams and is a good fit for SMBs and growing teams. 

Key Features:

1. Multi-level IVR – Embed IVR within IVRs with its Smartflow Call Routing
2. Customizable – Tailor IVR based on peak hours and downtime
3. Music & Audio Messages – Add a music or message when configuring IVR script

Advantages:

• Aircall integrates well with CRMs like HubSpot and Salesforce, ensuring seamless customer engagement
• The platform’s user-friendly interface allows teams to set up IVR without needing in-house expertise

How to Choose the Best Interactive Voice Response System?

Choosing one from multiple IVR solutions can be overwhelming. Here are some factors to consider when choosing an IVR vendor:

• Business Needs – Ensure that the IVR addresses your business requirements, such as multi-language support, call routing, or customizability
• Integration Capabilities – The platform should seamlessly integrate with your existing business applications, like CRM, ticketing system, and communication platforms
• Scalability – Select an IVR that supports the low and high contact center traffic without disrupting operations
• Support and Training – Ensure that the IVR vendor provides comprehensive customer support and ongoing training to onboard your team without any hiccups
• Cost Efficiency – Evaluate the initial investment with the long-term value of the IVR solution to ensure it fits your budget while delivering value for your business growth

You need an IVR that eases the agent’s workload and enhances customer interactions while scaling the business. Exotel’s smart IVR offers advanced capabilities like ACD, queue management, data analysis, and robust integrations to streamline your operations. Book a demo to explore the power of smart IVR. 

Enhance Self-Serve Experience with IVR Software 

The right IVR software can significantly impact your business’s customer support results. Finding the perfect fit can help save time for your agents and improve their productivity while offering optimal customer interactions. 

Identify your business priorities and objectives when selecting a platform that aligns with your and your customer’s expectations. However, it is important to evaluate whether the IVR phone system has omnichannel support and a contact center solution.

Exotel equips businesses with AI-powered communication solutions to enhance conversations across omnichannel, voice, agents, and bits. Book a demo to experience how Exotel makes the customer service journey accessible and seamless. 

FAQs

1. What is the Difference Between Auto Dialers and IVR?

Auto dialers are used in outbound call centers to dial a pre-defined list of numbers and either play pre-recorded messages or transfer calls to available agents. IVR is an inbound functionality that allows customers to resolve queries using voice commands or keypad inputs. 

2. How Does an IVR Work?

IVR software automatically handles inbound calls by guiding customers through menu options using voice or keypad inputs. When a customer calls, the IVR greets them and offers choices like “Press 1 to get account information” and “Press 2 to talk to an agent.” Based on customer input, the system provides information or routes the call.