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Interactive Voice Response Software in the US Procurement Price, Data and Insights
IVR software allows callers to navigate a computer system using a telephone keypad or voice commands. IVR software can be used to transfer phone calls as well as deliver and collect information from callers. Banks and financial institutions use IVR systems to allow their clients and customers to check balances and transactions. Travel agencies and airlines use IVR systems to let travelers check their flight information and itineraries. Although IVR software is typically used to handle incoming phone calls, it can also be used to perform outbound phone calls.
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What’s included in this market coverage
IBISWorld's research coverage on the Interactive Voice Response Software procurement and pricing environment in the United States includes market dynamics, buyer power scores, supply chain vendors with pricing trends and forecasts.
About this Market
What’s this procurement report about?
This procurement coverage of the Interactive Voice Response Software market in the United States includes Touch-Tone IVR, Speech-Enabled IVR, AI-Powered IVR and Cloud-Based IVR. Standard coding in this coverage includes ISIC-6311-Data processing, hosting and related activities, NACE-63.11-Data Processing, Hosting And Related Activities, NAICS-518210-Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services and UNSPSC-43232703-Interactive voice response software.
What common market terminology is included?
Common market terminology included in the Interactive Voice Response Software procurement coverage includes Contact Center Software (A software platform used to manage all forms of communication with callers.), Authentication (Software or technology used to confirm the identity of the caller.), Cloud Computing (The delivery of computing as a service rather than as a product, whereby shared resources, software and information are provided to computers and other devices over the internet.), Text-to-Speech (Software or technology that can read out text to the caller. This software is used to provide information that will likely change over time, such as bank account information or weather updates.), Automated Attendant (A very basic IVR software used to transfer calls using an extension.) and Software-as-a-service (SaaS) (A software licensing and delivery model where the software is centrally hosted at the supplier's site.).
What companies are included as top suppliers?
The top companies covered in the Interactive Voice Response Software procurement report as suppliers are Enghouse Systems Ltd, 8X8, Inc., Genesys Telecommunications Laboratories Inc., Avaya Holdings Corp. and Apollo Asset Management, Inc..
Opportunity Assessment
What’s included in the Opportunity Assessment chapter?
The Opportunity Assessment chapter provides a comprehensive market analysis of the Interactive Voice Response Software market in the United States category, including buyer power scoring, market pricing trends, vendor landscape, cost structure, and strategic negotiation levers.
The market pricing trends include the Market Price (2026) per user per month, a five year price forecast and a supply chain risk score. Vendor coverage includes a market share and cost structure breakdown.
Analysis includes a comprehensive SWOT analysis of and recent developments impacting the Interactive Voice Response Software market environment.
Buyer Power Score
What’s included in the Buyer Power Score chapter?
The Buyer Power Score chapter assesses key components impacting Interactive Voice Response Software procurement including the recent price trend, forecast price trend, availability of substitutes, switching costs, product specialization, average vendor risk, market share concentration, supply chain risk, price driver volatility and recent price volatility.
These components generate a Buyer Power Score that ranges from -5 (strongly favoring sellers) to +5 (strongly favoring buyers) plus a recommended strategy for procurement specialists.
Price Environment
What’s included in the Price Environment chapter?
The Price Environment chapter covers detailed pricing analysis and datasets on Interactive Voice Response Software market environment. This includes insights into market pricing Market Price (2026), price forecasts, volatility, specialization, substitutes and switching costs.
Datasets in the Price Environment chapter include vendor cost structure, breakdowns of wage rates by geography and specialty, key external economic and labor drivers impacting the market and market pricing models.
Supply Chain & Vendors
What’s included in the Supply Chain & Vendors chapter?
The Supply Chain & Vendors chapter covers the concentration, risk and diversity of the Interactive Voice Response Software market. This includes datasets on the market’s top suppliers, detailed analysis on the key sourcing risks and supply chain dynamics, with environmental, social and governance (ESG) considerations and scores.
Business Requirements
What’s included in the Business Requirements chapter?
The Business Requirements chapter covers vendor relationships, qualifications, service level agreements and key performance indicators. These inputs provide insight into the planning process through the buying lead time, vendor relationship and vendor qualifications. The sourcing process include key RFP elements like an organizational overview, project budget, selection criteria, project schedule, proposal format, inventory control, cost containment, regulation, quality control, distribution and key contract clauses.
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Frequently Asked Questions
What is the current market price for Interactive Voice Response Software?
The 2026 benchmark market price for Interactive Voice Response Software is $20.23 per user per month. Prices have increased at a CAGR of 2.66 from 2023-26.
Who are the top vendors in the Interactive Voice Response Software market?
The top vendors in the Interactive Voice Response Software market include Enghouse Systems Ltd, 8X8, Inc., Genesys Telecommunications Laboratories Inc., Avaya Holdings Corp. and Apollo Asset Management, Inc..
What industries supply the Interactive Voice Response Software market?
The top industries supplying the Interactive Voice Response Software market are Computer Manufacturing in the US, Semiconductor & Circuit Manufacturing in the US, IT Consulting in the US, Computer & Packaged Software Wholesaling in the US and Office Stationery Manufacturing in the US.
What is the supply chain risk for Interactive Voice Response Software?
Low vendor risk ensures stability and continuity of service for buyers. IVR software vendors are generally large, diversified technology providers with extensive financial stability and broad product portfolios. This reduces the likelihood of service disruption, even during economic downturns or demand fluctuations. Buyers benefit from greater confidence in long-term partnerships and minimal risk of vendor insolvency. Procurement teams can prioritize negotiating service-level agreements (SLAs) and customization features rather than worrying about continuity of service. This low vendor risk strengthens overall buyer confidence in contracting with major suppliers.
What factors affect the price of Interactive Voice Response Software?
The accuracy of speech recognition directly impacts IVR software pricing, as higher precision reduces errors, improves customer experience, and minimizes the need for live agent intervention. For instance, an IVR system with 95% accuracy commands a higher price than one with 80% accuracy, as it ensures smoother automation, faster call resolution, and cost savings on operational support.
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