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
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
Log in to your CallHippo dashboard
Go to the IVR Settings under the Call Routing section
Create a Multilevel IVR by adding primary and secondary menu options
Enable Multilingual IVR by uploading audio prompts in different languages
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