Introduction:

As businesses scale globally, effective call routing becomes essential for delivering seamless customer experiences. CallHippo offers two powerful Interactive Voice Response (IVR) solutions—Multilingual IVR and Multilevel IVR—designed to enhance communication across diverse customer bases.

This guide explains the difference between the two IVR types, how they function, and how to set them up using CallHippo.


What Is Multilingual IVR?

Multilingual IVR enables businesses to interact with callers in their preferred language. This feature helps organizations provide localized support and create a more personalized customer experience.

Use Case:
 A company with international customers can greet callers and guide them through the IVR menu in their native language.

Example:

  • Press 1 for English

  • Press 2 for Spanish

  • Press 3 for French

Once the caller selects a language, the entire IVR flow continues in that language.

What Is Multilevel IVR?

Multilevel IVR is a hierarchical call routing system. It allows businesses to create structured menus that route callers to the appropriate department or team through multiple levels of options.

Use Case:
 Organizations with various departments can use this to ensure callers reach the right team based on their input.

Example:

  • Press 1 for Sales

  • Press 2 for Support

    • Press 1 for Technical Support

    • Press 2 for Billing

Key Differences: Multilingual IVR vs. Multilevel IVR

Feature

Multilevel IVR

Multilingual IVR

Purpose

Organizes calls through multiple menu layers

Offers IVR menus in multiple languages

Use Case

Routing based on department or service type

Serving international or multilingual customer bases

Example

Press 1 for Support → Press 2 for Billing

Press 1 for English, Press 2 for Spanish

Best For

Businesses with complex internal call flows

Businesses with a global audience


What CallHippo Offers

CallHippo provides a robust and customizable IVR system that includes:

  • Multilevel IVR: Create structured menu flows for organized call routing

  • Multilingual IVR: Offer IVR experiences in various languages to suit regional audiences

  • Custom IVR Recordings: Upload personalized voice prompts for each menu or language

  • Efficient Call Routing: Automatically direct callers to the right agent or department

  • Real-Time Analytics and Call Reports

You can also combine both features to deliver multilingual support with a multi-layered call menu.

How to Set Up Multilingual & Multilevel IVR in CallHippo

  1. Log in to your CallHippo dashboard

  2. Go to the IVR Settings under the Call Routing section

  3. Create a Multilevel IVR by adding primary and secondary menu options

  4. Enable Multilingual IVR by uploading audio prompts in different languages

  5. Save and activate the IVR flow

Troubleshooting: IVR Not Working?

If your IVR is not functioning as expected, follow these steps:

  • Check IVR Setup: Ensure all menus and routing paths are correctly configured

  • Verify Audio Files: Make sure audio prompts are properly uploaded and linked

  • Test Calls: Place a test call to confirm IVR functionality

  • Contact Support: Email [email protected] for further assistance


How These IVR Systems Benefit Your Business

  • Minimize call wait times by guiding callers efficiently

  • Improve customer satisfaction with multilingual support

  • Enhance operational efficiency through automation

  • Build a professional brand image with structured call handling


Frequently asked questions:


Q: What is the main difference between Multilingual and Multilevel IVR?
A: Multilingual IVR allows callers to interact in their preferred language, while Multilevel IVR organizes the call flow into multiple levels to route callers to specific departments or services.

Q: Can I use both Multilingual and Multilevel IVR simultaneously?
A: Yes, CallHippo allows you to combine both features, enabling callers to choose their preferred language and then navigate through a structured IVR menu in that language.


Let us know how it goes, and feel free to reach out if you need further assistance