Difference Between Multi-Level & Multi-Lingual IVR and What CallHippo Offers

Introduction:

CallHippo provides a robust Interactive Voice Response (IVR) system to streamline customer interactions. Businesses can set up Multi-Level IVR for structured call routing and Multi-Lingual IVR to cater to global audiences in their preferred languages.

Below are common questions and answers to help you understand the differences between Multi-Level IVR and Multi-Lingual IVR, along with how CallHippo enhances this functionality.

1 What is Multi-Level IVR?

Answer:

Multi-Level IVR is a hierarchical call routing system that directs callers through multiple menu options before connecting them to the right department or agent.

Use Case:

A business with different departments (Sales, Support, Billing) can use Multi-Level IVR to route calls based on caller input, ensuring a structured call-handling process.

 Example:

  • Press 1 for Sales

  • Press 2 for Support

  • If the caller selects Support, they get another menu:

    • Press 1 for Technical Support

    • Press 2 for Billing Support


2 What is Multi-Lingual IVR?

Answer:

Multi-Lingual IVR allows customers to interact in their preferred language before being routed to an agent, improving customer experience for businesses operating in multiple regions.

Use Case:

A global company can offer support in multiple languages to ensure callers from different regions receive assistance in their native tongue.

Example:

  • Press 1 for English

  • Press 2 for Spanish

  • Press 3 for French

Once a caller selects their language, the IVR continues in that language for further menu options.

3 What is the Difference Between Multi-Level and Multi-Lingual IVR?

Feature

Multi-Level IVR

Multi-Lingual IVR

Purpose

Organizes call flow into multiple levels

Offers IVR menus in different languages

Use Case

Used for structured department-wise call routing

Used for global customer support

Example

Press 1 for Support → Press 2 for Billing

Press 1 for English, Press 2 for Spanish

Best For

Large businesses with multiple teams & locations

Businesses with international customers

What Does CallHippo Offer?

CallHippo Provides:

Multi-Level IVR to guide callers through structured menus
Multi-Lingual IVR with support for multiple languages
Customizable IVR recordings based on business needs
Seamless call routing to the right agent or department
Real-time analytics & call reports

CallHippo allows businesses to combine Multi-Level & Multi-Lingual IVR for a fully optimized customer experience.

5 How to Set Up Multi-Level & Multi-Lingual IVR in CallHippo?

Login to your CallHippo dashboard
Navigate to IVR Settings under Call Routing
Create a Multi-Level IVR by adding main & sub-menu options
Enable Multi-Lingual IVR by uploading voice recordings in multiple languages
Save & Activate the IVR flow


6 What Happens If the IVR is Not Working?

Check IVR Setup – Ensure all menu options and call routing rules are correctly configured.
Verify Audio Files – Confirm that uploaded voice prompts are clear and correctly linked.
Test Connectivity – Make a test call to ensure IVR menus are functioning properly.
Reach Out to Support – If the issue persists, contact [email protected] for assistance.

7 How Can Multi-Level & Multi-Lingual IVR Help My Business?

Reduces call wait times and ensures customers reach the right department
Enhances customer experience by offering services in their native language
Increases operational efficiency by automating call routing
Provides a professional brand image with structured call handling


📌 Need Help Setting Up Your IVR?
 If you need assistance in setting up Multi-Level or Multi-Lingual IVR, reach out to our support team at [email protected] or check our knowledge base for detailed guides. 🚀