{"id":14097,"date":"2025-10-01T22:43:24","date_gmt":"2025-10-01T22:43:24","guid":{"rendered":"https:\/\/voice.ai\/hub\/?p=14097"},"modified":"2025-10-13T10:51:41","modified_gmt":"2025-10-13T10:51:41","slug":"multi-level-ivr","status":"publish","type":"post","link":"https:\/\/voice.ai\/hub\/ai-voice-agents\/multi-level-ivr\/","title":{"rendered":"What is Multi-Level IVR and Why Your Business Needs It Now"},"content":{"rendered":"\n<p>Picture a caller stuck in a maze of menus, pressing zero after zero while time ticks away. Multi-level IVR solves that by using clear call flows and menu trees to route callers to the right agent, automated attendant, or self-service option quickly. The right <a href=\"https:\/\/voice.ai\/hub\/tts\/ivr-platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">IVR platforms<\/a> make this possible by combining speech recognition, DTMF tones, queue management, call routing, and personalization in one streamlined solution. Want to reduce wait times, make every interaction feel personal, and lower contact center costs? This article presents practical approaches to delivering faster, smoother, and more personalized customer support while reducing costs and enhancing satisfaction at scale.<br><br>To deliver those benefits, Voice AI&#8217;s <a href=\"https:\/\/voice.ai\/text-to-speech\/\" target=\"_blank\" rel=\"noreferrer noopener\">text-to-speech tool<\/a> converts prompts and voice menus into natural-sounding speech that guides callers, reduces transfers, and maintains consistent experiences across channels.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What is Multi-level IVR and How Does It Work?<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"513\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image.webp\" alt=\"man smiling - Multi-Level IVR\n\" class=\"wp-image-14099\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-300x150.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-768x385.webp 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><a href=\"https:\/\/getvoip.com\/blog\/multi-level-ivr\/?\" target=\"_blank\" rel=\"noreferrer noopener\">Multi-level IVR<\/a> is an automated phone system that guides callers through a series of menus or tiers, enabling them to reach the right person or service without the assistance of a human receptionist. Imagine calling your bank. First, you hear \u201cPress 1 for English, 2 for Spanish.\u201d After you pick English, the system offers a second menu: \u201cPress 1 for Accounts, 2 for Payments, 3 for Fraud.\u201d&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Multilevel IVR and Routing<\/h3>\n\n\n\n<p>If you choose Payments, you may be presented with an additional set of options for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Viewing your balance<\/li>\n\n\n\n<li>Making a payment<\/li>\n\n\n\n<li>Speaking with billing<\/li>\n<\/ul>\n\n\n\n<p>That stacked menu structure is multi-level IVR in action. Have you ever followed those steps and reached the exact team you needed? That is the routing logic at work.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How the Mechanics Work: Phone Menus, Voice Recognition, and Backend Routing<\/h3>\n\n\n\n<p><a href=\"https:\/\/docs.oracle.com\/cd\/A91130_03\/acrobat\/iev115ug.pdf?\" target=\"_blank\" rel=\"noreferrer noopener\">A multi-level IVR integrates telephony<\/a>, speech technology, and backend systems into a single call flow. At the front end, the IVR answers calls via a SIP trunk or cloud telephony provider and plays recorded prompts or generated speech. It accepts input as DTMF tones from the dial pad or as speech interpreted by a speech recognition engine or natural language understanding module.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Data Integration for Call Routing<\/h4>\n\n\n\n<p>The system reads the caller ID and time of day to apply routing rules. At the backend, the IVR calls APIs or queries databases to fetch:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Account balances<\/li>\n\n\n\n<li><a href=\"https:\/\/www.sobot.io\/article\/how-an-ivr-system-works-and-benefits\/?\" target=\"_blank\" rel=\"noreferrer noopener\">Order status<\/a><\/li>\n\n\n\n<li>Authentication data<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Routing Logic and Fulfillment<\/h4>\n\n\n\n<p>Then, it applies call routing rules\u2014such as skill-based routing, queue selection, or time-based routing\u2014and either transfers the call to an agent using CTI or completes the request within the IVR, such as processing a payment through a PCI-compliant gateway\u2014logs and analytics capture menu paths, drop-off points, and agent transfers for continuous improvement.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">A Practical Step-by-Step Walkthrough You Can Hear in a Real Call<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\">1. Greeting<\/h4>\n\n\n\n<p>\u201cThank you for calling [Company]. For English, press 1. Para espa\u00f1ol presione 2. Pour le fran\u00e7ais appuyez sur 3.\u201d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">2. Main Menu After Language Selection<\/h4>\n\n\n\n<p>\u201cYou\u2019ve reached [Company]. For Sales, press 1. For Billing, press 2. For Technical Support, press 3. To speak with an operator, press 0.\u201d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">3. Billing Submenu<\/h4>\n\n\n\n<p>\u201cYou\u2019ve reached Billing. For account balance, press 1. To make a payment, press 2. For disputes, press 3. To return to the main menu, press 9.\u201d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">4. Action<\/h4>\n\n\n\n<p>If the caller presses 1, the IVR queries the billing database and reads the balance. If the caller presses 2, the IVR launches a secure payment flow with tokenization. If the caller presses 3, the call is routed to a live billing specialist with skill-based routing.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">5. Fail-Safe and Agent Option<\/h4>\n\n\n\n<p>At any menu, the caller can press 0 to reach an agent, or the IVR can detect frustration signals and escalate the call to a queue with higher priority.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">IVR Versus Auto Attendant: Where Each Fits<\/h3>\n\n\n\n<p>An auto attendant <a href=\"https:\/\/www.onsip.com\/voip-resources\/voip-fundamentals\/auto-attendant-what-it-is-and-why-you-use-it-every-day?\" target=\"_blank\" rel=\"noreferrer noopener\">functions like an automated receptionist<\/a>. It plays a simple greeting and routes calls to departments or extensions. That suits small and medium-sized businesses that only need call direction. A multi-level IVR goes further. It provides:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Interactive self-service<\/li>\n\n\n\n<li>Account lookups<\/li>\n\n\n\n<li>Payments<\/li>\n\n\n\n<li>Authentication<\/li>\n\n\n\n<li>Speech-driven flows<\/li>\n<\/ul>\n\n\n\n<p>It integrates with CRMs, ticket systems, and back-end databases. Use an auto attendant for straightforward call distribution. Use multi-level IVR when you need self-service, higher volume handling, multilingual menus, or integration with enterprise systems.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Single Level IVR Versus Multi-Level IVR: How They Differ in Practice<\/h3>\n\n\n\n<p>Single-level IVR offers one menu layer: The caller hears options and either gets routed or gets an action performed. Multi-level IVR expands that to branches and submenus. Each branch can include its own prompts and input handling, <a href=\"https:\/\/www.3cx.com\/pbx\/ivr\/?\" target=\"_blank\" rel=\"noreferrer noopener\">generating a deep call tree<\/a> or flowchart. Callers interact via touch tone or speech recognition.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Architecture of Multi-level IVR<\/h4>\n\n\n\n<p>Multi-level systems often include call context passing, session variables, and menu memory, enabling the system to retain user choices as it navigates within the session. Technically, both use the same building blocks\u2014prompts, grammars, DTMF detection, and backend logic\u2014but multi-level systems scale that logic across tiers and conditional branches.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Why Businesses Choose Multi-Level IVR: Clear Benefits<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Better customer service:<\/strong> <a href=\"https:\/\/www.mckinsey.com\/capabilities\/operations\/our-insights\/getting-the-best-customer-service-from-your-ivr-fresh-eyes-on-an-old-problem?\" target=\"_blank\" rel=\"noreferrer noopener\">Callers receive faster answers<\/a> for routine tasks, such as balance inquiries, order status, and simple troubleshooting. This reduces hold time and minimizes the need for repeat explanations across agents.<\/li>\n\n\n\n<li><strong>24\/7 availability:<\/strong> An IVR can run around the clock. Customers in different time zones can check their accounts or make payments at any time with secure flows.<\/li>\n\n\n\n<li><strong>Brand control and consistent voice:<\/strong> Recorded prompts enable you to establish tone, language, and brand personality from the very first greeting.<\/li>\n\n\n\n<li><strong>Improved agent performance and morale:<\/strong> Automated handling of repetitive requests frees agents to focus on resolving complex issues. This raises agent efficiency and reduces burnout.<\/li>\n\n\n\n<li><strong>Smart hold messaging and upsell:<\/strong> You can play targeted announcements, promotions, or product messages while callers wait, which is a low-friction way to share offers.<\/li>\n\n\n\n<li><strong>Call deflection and cost savings:<\/strong> Self-service reduces live call volume and operational costs. The system routes only the calls that truly need a human.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">When Multi-Level IVR is the Right Tool and When It is Not<\/h3>\n\n\n\n<p>Use a multi-level IVR if you <a href=\"https:\/\/www.mightycall.com\/features\/multi-level-ivr\/?\" target=\"_blank\" rel=\"noreferrer noopener\">handle high call volumes<\/a>, operate multiple locations under a single number, need multilingual service, or manage several specialist groups within departments. It suits:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Call centers<\/li>\n\n\n\n<li>Healthcare networks with many clinics<\/li>\n\n\n\n<li>Telecom providers with varied service lines<\/li>\n<\/ul>\n\n\n\n<p>Avoid a multi-level implementation if your business is tiny, has only one or two departments, or serves a monolingual customer base. In such cases, a simple auto attendant or a single-level IVR provides a better customer experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Design Guidelines and Practical Limits for Menu Depth<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Keep menus shallow and options focused. Many platforms allow multiple submenus, but user testing shows that 2 to 3 tiers are usually optimal. Present no more than five options per menu.<\/li>\n\n\n\n<li>Use clear prompt language, short audio clips, and a visible fallback key to reach an agent.<\/li>\n\n\n\n<li>Track drop-off points with IVR analytics and prune paths that confuse.&nbsp;<\/li>\n\n\n\n<li>Offer speech recognition for natural flows, but keep DTMF as a reliable fallback for noisy environments.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Security, Compliance, and Payment Flows Inside IVR<\/h3>\n\n\n\n<p>When the IVR handles payments or sensitive data, it uses <a href=\"https:\/\/www.agilepayments.com\/ivr-tokenization-pci-compliance-for-ivr-payments\/?\" target=\"_blank\" rel=\"noreferrer noopener\">tokenization and a certified payment gateway<\/a> that meets PCI requirements. Avoid storing card data in plain text within IVR logs. Use voice biometrics or multi-factor authentication for identity verification. Ensure secure API connections between the IVR platform and CRM or billing systems, and apply role-based access for admin tools.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Integration Points and Technical Building Blocks<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Telephony layer:<\/strong> SIP trunking, PBX, or cloud telephony provider.&nbsp;<\/li>\n\n\n\n<li><strong>Voice engines:<\/strong> ASR for speech to text, TTS for prompts, and NLU for intent parsing.&nbsp;<\/li>\n\n\n\n<li><strong>Input handling:<\/strong> DTMF detection and speech grammars.&nbsp;<\/li>\n\n\n\n<li><strong>Routing and logic:<\/strong> IVR scripting engine, session variables, and conditional logic.&nbsp;<\/li>\n\n\n\n<li><strong>Backend integration:<\/strong> CRM, billing, order management, and databases via REST APIs and webhooks.&nbsp;<\/li>\n\n\n\n<li><strong>Agent side:<\/strong> Computer telephony integration, screen pops, and skill-based routing.<\/li>\n\n\n\n<li><strong>Monitoring:<\/strong> Call logs, path analytics, real-time dashboards, and A\/B testing of prompts.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Use Cases that Show Multi-Level IVR Strengths<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\">Multilingual Customer Support<\/h4>\n\n\n\n<p>A global e-commerce company greets callers in multiple languages and then guides them through order tracking, returns, and product inquiries, directing them to region-specific teams.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Complex Service Organizations<\/h4>\n\n\n\n<p>A healthcare network routes calls by service type and then by clinic or doctor. The system checks appointment availability and can place patients on hold for callbacks.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Enterprise Call Centers<\/h4>\n\n\n\n<p>A telecom provider separates billing, technical support, and sales. Technical support then splits into internet, mobile, and TV flows so specialists handle the right issues the first time.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Operational Tips and Metrics to Measure Success<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Monitor completion rates for self-service tasks, average handle time when transfers occur, IVR containment rate, and menu abandonment points.<\/li>\n\n\n\n<li>Use path analytics to see where callers exit the system.<\/li>\n\n\n\n<li>Run A\/B tests on prompts and routing rules to optimize performance.<\/li>\n\n\n\n<li>Train and tune speech recognition grammars for your customer vocabulary and accents.<\/li>\n\n\n\n<li>Schedule prompt updates and test holiday and after-hours flows.&nbsp;<\/li>\n\n\n\n<li>Offer clear escape routes to an agent and log those escalations for coaching.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Questions to Ask Before Building a Multi-Level IVR<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What top caller intents account for the majority of calls?<\/li>\n\n\n\n<li>Which tasks can be automated without human judgment?<\/li>\n\n\n\n<li>Do we need multilingual support?<\/li>\n\n\n\n<li>What integrations with CRM and billing are required?<\/li>\n\n\n\n<li>How will we secure payments and personal data?<\/li>\n\n\n\n<li>What are acceptable wait times and escalation thresholds?<\/li>\n<\/ul>\n\n\n\n<p>Answering these questions allows you to design a focused, efficient call flow that reduces friction for both customers and agents.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Related Reading<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/voice.ai\/hub\/tts\/biz360\/\" target=\"_blank\" rel=\"noreferrer noopener\">Biz360<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/tts\/aircall-alternatives\/\">Aircall Alternatives<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/tts\/call-routing-services\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Routing Services<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/tts\/cloudtalk-competitors\/\" target=\"_blank\" rel=\"noreferrer noopener\">Cloudtalk Competitors<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/tts\/Dialpad-AI-Voice\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dialpad AI Voice<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/five9-competitors\/\" target=\"_blank\" rel=\"noreferrer noopener\">Five9 Competitors<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/dialpad-competitors\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dialpad Competitors<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/five9-alternatives\/\" target=\"_blank\" rel=\"noreferrer noopener\">Five9 Alternatives<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/how-artificial-intelligence-is-transforming-contact-centers\/\" target=\"_blank\" rel=\"noreferrer noopener\">How Artificial Intelligence Is Transforming Contact Centers<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/genesys-alternative\/\" target=\"_blank\" rel=\"noreferrer noopener\">Genesys Alternative<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/ivr-service-provider\/\" target=\"_blank\" rel=\"noreferrer noopener\">IVR Service Provider<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/nextiva-alternatives\/\" target=\"_blank\" rel=\"noreferrer noopener\">Nextiva Alternatives<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/justcall-alternatives\/\" target=\"_blank\" rel=\"noreferrer noopener\">JustCall Alternatives<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/nice-competitors\/\" target=\"_blank\" rel=\"noreferrer noopener\">NICE Competitors<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/openphone-alternatives\/\" target=\"_blank\" rel=\"noreferrer noopener\">Open Phone Alternatives<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/nuance-ivr\/\" target=\"_blank\" rel=\"noreferrer noopener\">Nuance IVR<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/openphone-or-mightycall\/\" target=\"_blank\" rel=\"noreferrer noopener\">OpenPhone or MightyCall<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/open-phone-alternatives\/\" target=\"_blank\" rel=\"noreferrer noopener\">OpenPhone Alternatives<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Top 10 Multi-Level IVR Providers<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. Voice AI: Human-Sounding Text-to-Speech that Saves Hours<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"367\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/1-1024x367.webp\" alt=\"voice ai - Multi-Level IVR\n\" class=\"wp-image-14074\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/1-1024x367.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/1-300x108.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/1-768x275.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/1.webp 1327w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: Voice AI removes the chore of manual voiceovers by producing natural, human-like narration with emotional nuance. It reduces production time for content creators and developers while avoiding robotic-sounding audio.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Text-to-speech with a library of AI voices<\/li>\n\n\n\n<li>Multilingual output<\/li>\n\n\n\n<li>Emotion and personality control<\/li>\n\n\n\n<li>Fast generation<\/li>\n\n\n\n<li>Free trial<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ready-made voices that feel real<\/li>\n\n\n\n<li>Quick turnaround for podcasts, videos, and eLearning<\/li>\n\n\n\n<li>Easy integration into apps and content pipelines<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Content creators<\/li>\n\n\n\n<li>Media teams<\/li>\n\n\n\n<li>eLearning designers<\/li>\n\n\n\n<li>Indie developers<\/li>\n\n\n\n<li>Small to medium-sized studios<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Supports the generation of voice files for multi-level IVR prototypes and interactive voice menus, enabling the testing of nested menus and branching logic.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Calilio: Cost-Conscious Contact Routing with Multi-Level Menu Control<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"374\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/15-1024x374.webp\" alt=\"calilio - Multi-Level IVR\n\" class=\"wp-image-14088\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/15-1024x374.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/15-300x110.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/15-768x281.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/15.webp 1332w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: Calilio pairs an advanced ACD with a flexible IVR menu, allowing teams to achieve robust routing without incurring high costs.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Advanced ACD for call routing<\/li>\n\n\n\n<li>Multilingual support<\/li>\n\n\n\n<li>CRM integrations<\/li>\n\n\n\n<li>Call queue recording and analytics<\/li>\n\n\n\n<li>Customizable menu<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Predictable price band at twenty-eight to thirty-five per user<\/li>\n\n\n\n<li>Straightforward customization for multi-tier IVR flows<\/li>\n\n\n\n<li>Solid analytics for call queue performance<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Small to mid-sized customer support teams<\/li>\n\n\n\n<li>Multilingual service centers<\/li>\n\n\n\n<li>Companies that need affordable skills-based routing<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Built for hierarchical IVR trees and menu branching so you can map multi-level IVR self-service flows.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. RingCentral: Unified Comms Plus a Visual IVR Designer<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"485\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/2-1024x485.webp\" alt=\"ring central - Multi-Level IVR\n\" class=\"wp-image-14075\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/2-1024x485.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/2-300x142.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/2-768x364.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/2.webp 1338w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: RingCentral combines UCaaS collaboration with contact center tools, so voice routing and team messaging live together.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Three UCaaS plans from twenty to thirty-five monthly per user<\/li>\n\n\n\n<li>Four contact center plans with custom pricing<\/li>\n\n\n\n<li>ACD with skills-based routing<\/li>\n\n\n\n<li>Visual IVR designer<\/li>\n\n\n\n<li>Call recording<\/li>\n\n\n\n<li>CRM integrations<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tight integration between phone collaboration and contact center routing<\/li>\n\n\n\n<li>Suitable for teams that want a single vendor for telephony and multi-level IVR.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<p>Mid-market and enterprise teams that use UCaaS and need visual IVR for layered menus and self-service automations.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>The Visual IVR builder supports nested menus and call routing rules, enabling the creation of complex IVR trees.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Talkdesk: Experience-Driven IVR with AI Assistance<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"385\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/talk-desk-1024x385.png\" alt=\"talk desk - Multi-Level IVR\n\" class=\"wp-image-14100\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/talk-desk-1024x385.png 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/talk-desk-300x113.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/talk-desk-768x289.png 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/talk-desk.webp 1343w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: Talkdesk emphasizes customer experience analytics and agent support through AI while offering a strong visual IVR.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Four contact center plans from seventy-five to one hundred twenty-five monthly per user.<\/li>\n\n\n\n<li>Customer experience analytics<\/li>\n\n\n\n<li>Drag and drop IVR builder<\/li>\n\n\n\n<li>Multichannel visual IVR<\/li>\n\n\n\n<li>AI live agent assistance tools<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<p>Combines journey analytics with conversational IVR, allowing you to refine multi-level IVR menus using real call data.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer experience-focused enterprises&nbsp;<\/li>\n\n\n\n<li>Contact centers that need advanced NLU and routing insights<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Supports speech recognition and natural language understanding to replace rigid nested menus with conversational self-service.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Cloudtalk: Phone First Contact Center for a Tight Budget<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"440\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/cloud-talk-1024x440.webp\" alt=\"cloud talk - Multi-Level IVR\n\" class=\"wp-image-14101\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/cloud-talk-1024x440.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/cloud-talk-300x129.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/cloud-talk-768x330.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/cloud-talk.webp 1340w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: Cloudtalk keeps telephony affordable and straightforward while scaling call queues and routing.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Three contact center plans from twenty-five to fifty monthly per user<\/li>\n\n\n\n<li>Unlimited call queueing<\/li>\n\n\n\n<li>Skills-based routing<\/li>\n\n\n\n<li>Salesforce integration<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Low-cost entry with phone-focused features<\/li>\n\n\n\n<li>Easy setup for teams that rely on call queues and straightforward menu routing.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Small businesses<\/li>\n\n\n\n<li>Sales teams<\/li>\n\n\n\n<li>Startups that need reliable queueing and basic multi-level IVR routing without heavy extras<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Supports menu branching and queue overflow controls for layered IVR implementations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6. Five9: Enterprise-Class Routing and Omnichannel Designer<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"483\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/7-1024x483.webp\" alt=\"five9 - Multi-Level IVR\n\" class=\"wp-image-14080\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/7-1024x483.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/7-300x142.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/7-768x362.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/7.webp 1346w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: Five9 targets large teams with a complete set of routing options and a drag-and-drop designer for omnichannel flows.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Five contact center plans from one hundred forty-nine to two hundred twenty-nine monthly per user.<\/li>\n\n\n\n<li>Skills-based priority and time of day routing<\/li>\n\n\n\n<li>Omnichannel drag-and-drop routing designer<\/li>\n\n\n\n<li>Agent screen pop<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rich routing logic for complex contact patterns<\/li>\n\n\n\n<li>Strong support for multi-level IVR self-service<\/li>\n\n\n\n<li>Advanced queue management<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<p>Large companies and enterprises require robust IVR-based self-service and multiple queue strategies.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Designer handles hierarchical IVR maps and integrations for screen pops and CRM-driven branching.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7. Genesys: Data-Driven Adaptive IVR with NLU<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/9-1024x486.webp\" alt=\"genesys - Multi-Level IVR\n\" class=\"wp-image-14082\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/9-1024x486.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/9-300x142.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/9-768x365.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/9.webp 1268w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: Genesys focuses on analytics-driven IVR that adapts to customer state and optimizes the journey.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Five contact center plans from seventy-five to one hundred fifty-five monthly per user.<\/li>\n\n\n\n<li>IVR analytics and monitoring dashboard<\/li>\n\n\n\n<li>Adaptive IVR that identifies the customer journey state<\/li>\n\n\n\n<li>Intelligent dialogue with natural language understanding<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<p>Deep reporting enables teams to tune multi-tier IVR menus based on call abandonment and containment metrics, while NLU reduces the depth of menus.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<p>Data-centric organizations and large contact centers that use analytics to refine interactive voice menus and self-service funnels.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Integrates IVR analytics with routing to enable hierarchical IVR trees to evolve from real usage patterns.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">8. PlumVoice: Developer-Friendly IVR and Conversational AI<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"422\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-1-1024x422.webp\" alt=\"plum voice - Multi-Level IVR\n\" class=\"wp-image-14102\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-1-1024x422.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-1-300x124.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-1-768x317.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-1.webp 1341w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: PlumVoice offers flexible voice and visual IVR packages plus strong developer tooling for custom voice apps.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Custom pricing<\/li>\n\n\n\n<li>Intuitive drag-and-drop designer<\/li>\n\n\n\n<li>Conversational AI that understands a wide array of customer speech<\/li>\n\n\n\n<li>IVR analytics and insights<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<p>Focusing on developer APIs and voice application building enables teams to create bespoke, multi-level IVR systems and complex call flows.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<p>Organizations with existing phone systems or call centers that want to add advanced IVR capabilities and voice apps.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Supports nested menus, speech recognition, and analytics to trace IVR journey paths and branching logic.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">9. NICE CXone: Emotion-Aware Routing and Intelligent Self-Service<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"401\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/8-1024x401.webp\" alt=\"nice - Multi-Level IVR\n\" class=\"wp-image-14081\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/8-1024x401.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/8-300x117.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/8-768x301.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/8.webp 1321w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>What makes this stand out: NICE CXone integrates AI into routing decisions, allowing sentiment and skills to direct calls to the right place.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Three contact center plans with custom pricing<\/li>\n\n\n\n<li>AI-Powered intelligent routing<\/li>\n\n\n\n<li>Skills-based and sentiment-based routing<\/li>\n\n\n\n<li>CRM and database integrations<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<p>Sentiment-based routing helps resolve delicate calls faster, while automated IVR handles high-volume self-service.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<p>Service organizations with varied call reasons and high volumes that need precise routing and sentiment-aware escalations.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Supports interactive voice menus with sentiment triggers and multi-level IVR branching for escalation paths.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">10. Nextiva: Reliable Routing with Outage Aware Notifications<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"409\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/nextiva-1-1024x409.webp\" alt=\"nextiva - Multi-Level IVR\n\" class=\"wp-image-14103\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/nextiva-1-1024x409.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/nextiva-1-300x120.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/nextiva-1-768x307.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/nextiva-1.webp 1348w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Nextiva combines intelligent routing with operational safeguards, ensuring calls reach agents and customers receive status updates.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Key Features<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Priority-based call routing<\/li>\n\n\n\n<li>Outage notification service<\/li>\n\n\n\n<li>Advanced IVR smart router<\/li>\n\n\n\n<li>Pricing around sixty to seventy-five<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Unique Advantages<\/h4>\n\n\n\n<p>Built-in outage alerts and priority routing reduce downtime risk for customer-facing teams and support critical flows.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Industries and Sizes Served<\/h4>\n\n\n\n<p>Small to mid-sized businesses and support teams that prioritize reliability and simple IVR innovative router functions.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Technical Note<\/h4>\n\n\n\n<p>Handles menu branching and priority queues for layered IVR trees and automated self-service.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Related Reading<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/ringcentral-alternatives\/\" target=\"_blank\" rel=\"noreferrer noopener\">RingCentral Alternatives<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/Smart-IVR\/\" target=\"_blank\" rel=\"noreferrer noopener\">Smart IVR<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/Talkdesk-Alternative\/\" target=\"_blank\" rel=\"noreferrer noopener\">Talkdesk Alternative<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/Talkdesk-Studio\/\" target=\"_blank\" rel=\"noreferrer noopener\">Talkdesk Studio<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/Talkroute-Alternatives\/\" target=\"_blank\" rel=\"noreferrer noopener\">Talkroute Alternatives<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/Voice-Bot-Solutions\/\" target=\"_blank\" rel=\"noreferrer noopener\">Voice Bot Solutions<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/Zoom-Phone-Alternatives\/\" target=\"_blank\" rel=\"noreferrer noopener\">Zoom Phone Alternatives<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/ai-voice-actors\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI Voice Actors<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/alternatives-to-nextiva\/\" target=\"_blank\" rel=\"noreferrer noopener\">Alternatives to Nextiva<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/aspect-ivr\/\" target=\"_blank\" rel=\"noreferrer noopener\">Aspect IVR<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/balto-app\/\" target=\"_blank\" rel=\"noreferrer noopener\">Balto App<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/call-center-wait-times\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Center Wait Times<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/call-center-voice-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Center Voice AI<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/call-center-workflow-software\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Center Workflow Software<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/call-flow-builder\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Flow Builder<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/call-flow-designer\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Flow Designer<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/call-queue-vs-auto-attendant\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Queue vs Auto Attendant<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/call-handling-best-practices\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Handling Best Practices<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Best Practices for a Multi-Level IVR System<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"821\" src=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-2-1024x821.webp\" alt=\"ivr system - Multi-Level IVR\n\" class=\"wp-image-14104\" style=\"width:777px;height:auto\" srcset=\"https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-2-1024x821.webp 1024w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-2-300x241.webp 300w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-2-768x616.webp 768w, https:\/\/voice.ai\/hub\/wp-content\/uploads\/2025\/10\/image-2.webp 1536w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Make each IVR menu a short decision point. Human working memory holds only a few items at once, so offer three to five options per level. Too many choices force callers to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Replay prompts<\/li>\n\n\n\n<li>Increase errors<\/li>\n\n\n\n<li>Boosts hang-ups&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Optimizing Menu Structure and Depth<\/h3>\n\n\n\n<p><a href=\"https:\/\/medium.com\/@gerrymcgovern\/identifying-customer-top-tasks-ee228206b6ed\" target=\"_blank\" rel=\"noreferrer noopener\">Map your top caller tasks<\/a> and prioritize the highest-volume items first. If a function receives only a handful of calls per month, consider moving it deeper or making it searchable rather than listing it on every level. Cap depth at two or three levels whenever possible so that callers can quickly resolve.&nbsp;<\/p>\n\n\n\n<p>Want a quick test? Time a caller through the menu and watch for pauses or repeats that show overload.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Speak Plainly: Use Short Professional Voice Prompts That Guide Action<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.getweave.com\/effective-ivr-prompts\/\" target=\"_blank\" rel=\"noreferrer noopener\">Write prompts like instructions<\/a>, not scripts. Start with the action verb: For example, use \u201cTo pay a bill press or say 1\u201d rather than \u201cFor billing inquiries press 1.\u201d Keep each prompt under eight seconds and record at a steady pace so callers can mentally scan the options. Choose one voice talent for consistency or a high-quality text-to-speech voice set to a natural rate.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Enhancing Clarity and Usability<\/h4>\n\n\n\n<p>Remove background music and lengthy disclaimers that mask options. Use both DTMF and speech recognition for flexibility, and confirm only when the risk of misrecognition is high. Want a sample? Create a three-step script and test it with five unfamiliar callers to catch unclear phrasing.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Always Give a Human Option: Make Live Agent Access Predictable and Fast<\/h3>\n\n\n\n<p>Put an agent path on every branch. When <a href=\"https:\/\/www.egain.com\/resources\/modernize-ivr-and-transform-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">callers cannot complete complex tasks<\/a> through automated self-service or when emotion and nuance are important, they want a human interaction quickly. Offer \u201cpress 0 or say representative\u201d and include a callback option that preserves the IVR collected context.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Agent Transfer Optimization<\/h4>\n\n\n\n<p>Utilize skill-based routing to ensure the transfer is directed to the correct team, and include a screen pop with caller data to minimize handling time. Build fallback rules: if a caller repeats a menu twice or fails speech recognition three times consecutively, automatically route them to an agent. How many calls are ending with transfers in your system, and why? Track those to reduce unnecessary detours.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Group Options Logically: Organize Menus by Department or Service Type<\/h3>\n\n\n\n<p><a href=\"https:\/\/starthub.asia\/5-best-practices-for-setting-up-a-smooth-ivr-phone-tree\/?\" target=\"_blank\" rel=\"noreferrer noopener\">Design menu trees<\/a> that align with how your callers perceive problems. Group choices by department, like:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Billing<\/li>\n\n\n\n<li>Technical Support<\/li>\n\n\n\n<li>New Orders<\/li>\n\n\n\n<li>Account Changes<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Action-Oriented Menu Labels<\/h4>\n\n\n\n<p>Within a group, use sub-tasks rather than abstract labels. For example, under the Billing list, there are specific options such as Pay Bill, Review Statement, and Dispute Charge, rather than vague categories. Keep duplicate options out of multiple branches and provide a clear back option to return to the previous menu.&nbsp;<\/p>\n\n\n\n<p>Use conditional routing to direct callers differently during business hours or for high-priority accounts. Run a card sorting exercise with real users to validate your labels and grouping.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Measure and Iterate: Use Call Analytics to Track Drop Offs and Tune Menus<\/h3>\n\n\n\n<p>Instrument the IVR-like software. Capture metrics such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Menu abandonment rate<\/li>\n\n\n\n<li>Containment rate<\/li>\n\n\n\n<li>Transfer reason<\/li>\n\n\n\n<li>Average time in IVR<\/li>\n\n\n\n<li>Repeat callers<\/li>\n\n\n\n<li>Speech recognition success<\/li>\n<\/ul>\n\n\n\n<p><a href=\"https:\/\/www.atlassian.com\/data\/charts\/funnel-chart-complete-guide\" target=\"_blank\" rel=\"noreferrer noopener\">Visualize menu funnels<\/a> and find the nodes where callers hang up or press zero. Listen to recordings at those nodes to determine whether the prompt confuses callers or if a required option is no longer applicable. Run A\/B tests on prompt wording, menu order, and depth, and deploy changes in small increments to optimize results.&nbsp;<\/p>\n\n\n\n<p>Set cadence for review: weekly for hot issues, monthly for feature updates, and quarterly for architecture changes. Which menu node shows the highest drop-off in your last 30 days?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Practical Implementation Tips: Scripts, QA, Accessibility, and Updates<\/h3>\n\n\n\n<p>Document every call flow and label it clearly in your IVR designer. Script prompts with verbs first, then record in a quiet studio or use premium voice synthesis. Test with live callers and measure the successful completion of self-service. Include accessibility options such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Slow speech rate<\/li>\n\n\n\n<li>Repeat option<\/li>\n\n\n\n<li>TTY<\/li>\n\n\n\n<li>Multilingual support<\/li>\n<\/ul>\n\n\n\n<p>Maintain a single source of truth for menu text to ensure changes propagate without error. Schedule regular pruning of low-use options and seasonal updates for campaigns\u2014Automate alerts for spikes in drop-offs or transfers to catch regressions quickly.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Design Considerations: Reduce Menu Depth, Use Context, And Leverage Speech Recognition Carefully<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Limit the tree depth and avoid forcing callers to navigate through unrelated prompts to reach a frequently requested task.&nbsp;<\/li>\n\n\n\n<li>Use caller context, such as account number or caller ID, to skip irrelevant steps and pre-populate screen pops for agents.&nbsp;<\/li>\n\n\n\n<li>Deploy speech recognition for natural language front doors, but constrain it with guided grammar for back-end actions where accuracy matters.&nbsp;<\/li>\n\n\n\n<li>Use confirmations sparingly, only when the action is irreversible.<\/li>\n<\/ul>\n\n\n\n<p>What pieces of caller context can your systems share with the IVR to speed routing?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Operational Rules: Fallback Paths, Escalation Triggers, And Training<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Build fail-safe routes that detect looping callers and unrecoverable recognition failures.&nbsp;<\/li>\n\n\n\n<li>Flag calls that hit those paths for immediate review.&nbsp;<\/li>\n\n\n\n<li>Define escalation rules for agents to take ownership when IVR indicates a complex issue.&nbsp;<\/li>\n\n\n\n<li>Train agents on how to use the IVR data displayed on the screen and how to identify issues that require changes to the IVR menu.&nbsp;<\/li>\n\n\n\n<li>Maintain a change log of IVR updates and roll back quickly if metrics worsen after a change.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Optimization Playbook: Quick Wins You Can Deploy Today<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Move your top three caller tasks to the front menu.<\/li>\n\n\n\n<li>Replace any prompt longer than eight seconds.<\/li>\n\n\n\n<li>Add a single touch to reach a live agent across all menus.<\/li>\n\n\n\n<li>Instrument every menu node and capture the exit reason.<\/li>\n\n\n\n<li>Run one A\/B test on menu orders this month.<\/li>\n<\/ul>\n\n\n\n<p>Which of these can you implement in the next two weeks?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Technology Checklist: Systems and Integrations That Make a Cleaner IVR<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ensure your IVR integrates with CRM for screen pops, workforce management for accurate wait times and callback estimates, and speech analytics for prompt improvement.<\/li>\n\n\n\n<li>Use an IVR designer that supports rapid edits, versioning, and rollback.<\/li>\n\n\n\n<li>Verify support for DTMF tones, speech recognition, multi-language prompts, and TLS encryption for secure data handling.<\/li>\n\n\n\n<li>Continue to monitor dashboards that display containment and transfer metrics in near real-time, allowing you to respond quickly.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Related Reading<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/ccxml\/\" target=\"_blank\" rel=\"noreferrer noopener\">CCXML<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/contact-center-solution\/\" target=\"_blank\" rel=\"noreferrer noopener\">Contact Center Solution<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/conversational-ai-for-the-enterprise\/\" target=\"_blank\" rel=\"noreferrer noopener\">Conversational AI for the Enterprise<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/conversational-business-texting\/\" target=\"_blank\" rel=\"noreferrer noopener\">Conversational Business Texting<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/CX-One-Inc\/\" target=\"_blank\" rel=\"noreferrer noopener\">CX One Inc<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/CXP-Software\/\" target=\"_blank\" rel=\"noreferrer noopener\">CXP Software<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/dialpad-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dialpad AI<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/voice.ai\/hub\/ai-voice-agents\/dialpad-costs\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dialpad Costs<\/a><\/li>\n\n\n\n<li>Dialpad IVR<\/li>\n\n\n\n<li>Dialpad Port Out<\/li>\n\n\n\n<li>Difference Between Chatbot and Conversational AI<\/li>\n\n\n\n<li>Dialpad News<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Try Our Text-to-Speech Tool for Free Today<\/h2>\n\n\n\n<p><a href=\"https:\/\/voice.ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Voice AI<\/a> offers text-to-speech capabilities that convert scripts into human-sounding voice prompts for interactive voice response (IVR) systems and multi-level IVR systems. The voices capture tone, pacing, and emotion so menu prompts, hold messages, and transfer announcements sound like a real person.&nbsp;<\/p>\n\n\n\n<p>Select from a library of AI voices and generate multilingual speech that aligns with your call flow and brand. Which voice belongs on your main menu?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Make IVR Menus Clear, Short, and Effective<\/h3>\n\n\n\n<p>Long hierarchical menus and deep menu trees lose callers. Use concise prompts, clear branch logic, and purposeful menu depth to reduce caller effort. Voice AI\u2019s natural voices reduce listener fatigue and improve comprehension for DTMF and speech recognition interactions. How much faster could callers complete self-service with more straightforward voice prompts?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Integrating Voice AI with Interactive Voice Response and Call Routing<\/h3>\n\n\n\n<p>Connect Voice AI to your IVR platform via API, then replace static recordings with generated prompts across all nodes. The same voice can convey transfer instructions, skill-based routing notices, and queue updates, ensuring the caller hears a consistent persona throughout the call.&nbsp;<\/p>\n\n\n\n<p>You can use session management and prompt management to update scripts without redeploying the IVR node logic. What part of your call flow needs the most significant voice upgrade?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Designing Conversational IVR and Speech Recognition Workflows<\/h3>\n\n\n\n<p>Pair natural TTS with speech recognition and natural language understanding to create conversational IVR. Configure fallback options, intent detection, and zero out operator paths to enable callers to escape unwanted loops.&nbsp;<\/p>\n\n\n\n<p>Voice AI supports multilingual prompts, which helps when you implement language menus and alternate routing rules. Are your prompts set up to guide intent instead of confusing it?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Improving Call Handling with Agent Handoff and Authentication<\/h3>\n\n\n\n<p>When callers need to be transferred to an agent, preserve context with spoken handoff messages and transfer tags to ensure seamless communication. Utilize voice biometrics or spoken authentication prompts generated by Voice AI to expedite verification and minimize friction. Maintain consistent phrasing across escalation paths and call queues to ensure agents receive the correct information when transferring calls. Which authentication flow would reduce average handle time the most?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Testing, Monitoring, and IVR Analytics that Drive Better Menus<\/h3>\n\n\n\n<p>Run A\/B tests of voice personalities, menu wording, and call routing rules to find the highest containment and lowest escalation rates. Measure IVR analytics like:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Containment rate<\/li>\n\n\n\n<li>Transfer rate<\/li>\n\n\n\n<li>Average time in the menu<\/li>\n\n\n\n<li>NLU confidence<\/li>\n<\/ul>\n\n\n\n<p>Use those metrics to iterate prompts, shorten menu trees, and tune skill-based routing. What metric will you optimize first?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Deploying Across Contact Center Platforms and CRM Integration<\/h3>\n\n\n\n<p>Voice AI integrates with cloud IVR platforms, on-premises systems, and contact center software through standard APIs and prompt bundles. Sync TTS prompts with CRM fields so callers hear dynamic, personalized messages and agents see the same variables on screen.&nbsp;<\/p>\n\n\n\n<p>This alignment reduces repeat verification and improves customer experience while preserving session state. Which systems will you bridge first?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Voice Quality, Multilingual Support, and Compliance<\/h3>\n\n\n\n<p>Select speech models that align with the accent and language requirements for international inbound calls. Use consistent voice prompts for hold music, queue updates, and proactive outbound notifications. Keep recordings and generated scripts archived for compliance and QA.&nbsp;<\/p>\n\n\n\n<p>Voice AI supports multiple languages and prompt versions for A\/B testing and regulatory logging. Which languages matter most for your call volume?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Try Voice AI Text to Speech in Your Multi-Level IVR Today<\/h3>\n\n\n\n<p>Replace robotic recordings with human-like narration that works across menu trees, IVR nodes, and call routing rules. Generate prompts in multiple languages, integrate with speech recognition and CRM systems, and run analytics to reduce menu depth and increase containment rates.&nbsp;<\/p>\n\n\n\n<p>Try our <a href=\"https:\/\/voice.ai\/text-to-speech\/\" target=\"_blank\" rel=\"noreferrer noopener\">text-to-speech tool<\/a> for free today and hear the difference quality makes.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Enhance customer service with efficient call routing and automation. Multi-level IVR systems guide callers through menus for faster support.<\/p>\n","protected":false},"author":1,"featured_media":14098,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[64],"tags":[],"class_list":["post-14097","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-voice-agents"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is Multi-Level IVR and Why Your Business Needs It Now - Voice.ai<\/title>\n<meta name=\"description\" content=\"Enhance customer service with efficient call routing and automation. 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