The market size of the Interactive Voice Response (IVR) industry is expected to grow to USD 11.5 billion by the end of 2037. And, the need for efficient customer service has propelled this success.

Research suggests that 89% of customers will likely make repeat purchases with companies that offer excellent customer service.  And one of the key components of this efficiency is the integration of multi-level IVR systems into customer service processes.

Plivo’s suite of products offers businesses the tools they need to optimize and elevate their IVR systems. With Plivo’s real-time audio streaming, companies can move beyond traditional IVR setups and create dynamic, conversational, and personalized customer experiences.

This article will explore multi-level IVR systems, how they work, their implementation, benefits, and how you can go a step ahead of the traditional multi-level IVR systems with Plivo’s effective customer support solutions. 

What is Multi-Level IVR?

Multi-level Interactive Voice Response (IVR), also known as Auto Attendant, is an automated phone solution that guides callers through a structured self-service menu to connect them with the appropriate destination—be it an agent, queue, information, or action.

Unlike single-level IVR, which offers a straightforward menu with limited choices, a multi-level IVR allows for layered navigation. Each selection leads to submenus, offering more specific options to help callers find what they need.

Let’s say you have an e-commerce business. Here’s an example of how a Multi-level IVR would look like for your customers:

• Level 1: Welcome message with language preference selection (e.g., English, Spanish, etc.).
• Level 2: Primary menu options like browsing product categories, tracking an order, or connecting to customer support.
• Level 3: Specific options within each category, such as viewing discounts in a category, updating shipping information, or querying about product returns.

Structure and functionality of Multi-Level IVR

Imagine a telecom company using a Multi-Level IVR to streamline customer support. Here’s how it would work: the first menu asks users to choose between billing, technical support, or new plans, while a second level under "technical support" could identify whether the issue involves internet, mobile, or TV services. 

This layered approach lets you resolve most customer queries without call transfers. 

Key functionalities of Multi-Level IVR systems:

1. Manages incoming calls with multi-layered menus:

The multi-layered menu system organizes incoming calls by offering a series of hierarchical options. This ensures that callers can navigate through tailored choices, such as selecting their issue type or department, making the call-handling process smooth and efficient.

2. Routes calls to relevant agents or departments:

The system intelligently directs the call to the most appropriate agent or department based on the caller's menu selection. This eliminates confusion and ensures that customers reach the right point of contact quickly.

3. Reduces agents' workload by addressing routine queries:

The system can independently handle frequently asked questions, such as providing business hours, order tracking, or refund policies. Automating responses to these common inquiries allows agents to focus on more complex and critical customer issues, boosting overall productivity.

Benefits of Multi-Level IVR

Integrating a multi-level IVR system automates customer interactions, reduces operational costs, and significantly enhances customer service quality. Here’s how:

1. Empowers customer self-service:

Multi-level IVR lets customers resolve basic queries, such as checking order status or getting information about a product, without needing to wait for a live agent. This creates a more seamless experience and reduces frustration for customers who want quick answers.

2. Reduces customer service costs:

By automating repetitive tasks like FAQs or payment inquiries, businesses can save on staffing costs. The system handles a significant volume of inquiries, allowing human agents to focus on more complex customer issues.

3. Optimizes call routing:

Based on the customer's input, the IVR system efficiently directs calls to the most suitable department or agent. This ensures that customers are connected to someone capable of addressing their specific needs, saving time, and enhancing resolution efficiency.

4. Offers 24/7 availability:

Multi-level IVR operates round-the-clock, enabling businesses to assist customers even outside regular working hours. This feature is particularly valuable for global businesses catering to customers across multiple time zones.

5. Improves customer satisfaction:

Studies show that 70% of customers avoid brands with long wait times. Multi-level IVR minimizes wait times and offers faster resolutions, leading to higher customer satisfaction and loyalty. Customers value the convenience of resolving issues on their terms, anytime.

Also read: Use IVR to improve customer service.

Operational mechanics of Multi-Level IVR

A Multi-level IVR system works by intelligently guiding callers through a predefined call flow. Here’s how it operates:

1. Initial interaction:

• The IVR system welcomes the caller with an automated greeting.
• It then asks the caller to make a selection based on the presented options.

2. User input options:

Callers can interact with the system by either:

• Speaking their choices aloud (voice commands).
• Pressing specific keys on their keypad (keyed inputs).

3. Scripted call flow:

• Based on the caller's input, the system proceeds through a predefined sequence of prompts.
• Each step guides the caller closer to their intended destination, such as accessing information or connecting with a department.

4. Dynamic adjustments:

The IVR system can modify the call flow in real-time depending on:

• Time of Day: Adjusting options for business hours versus after-hours service.
• Call Volume: Prioritizing responses or providing alternatives during peak times.
• Caller History: Personalizing interactions using data from previous calls.

How to implement and customize multi-level IVRs?

A poorly designed Multi-level IVR system can frustrate customers rather than help them. Common pitfalls include irrelevant menu options, lengthy navigation paths, and difficulty in connecting with live agents. 

Avoid these challenges by following a structured implementation process:

1. Analyze the current IVR flow: Review if the existing system is efficient and meets customer needs. Gather feedback from stakeholders and customers to identify issues like slow routing or missing steps.
2. Design the IVR flow: Start by mapping out the most common customer journeys and defining clear objectives for each interaction. Ensure that options are concise and self-explanatory, and limit menu levels to avoid overwhelming users. Incorporate error handling for invalid inputs and provide quick access to a live agent when necessary. 
3. Create IVR transcripts: Write IVR scripts for various scenarios like greetings, options, and busy signals. Customize the tone and content based on your brand voice and target audience demographics.
4. Test the IVR flow: Run tests with external users to identify bottlenecks or areas of confusion and ensure the flow is intuitive and works smoothly.
5. Monitor and optimize: Use analytics to track performance and make necessary adjustments based on metrics like call abandonment or handling time to optimize your IVR system

Going beyond traditional customer service with Smart IVR 

Traditional multi-level IVRs have been a reliable solution for years, but customer expectations are evolving. Your customers don’t want to navigate through multiple menus to find the right option. They want a fast and simple option.

That’s why many forward-thinking businesses are upgrading to smart IVRs powered by AI voice agents that offer faster, more conversational customer experiences.

Why Are Smart IVRs the Game-Changer?

Smart IVRs let your customers skip the frustrating menu maze. Instead of “Press 1 for billing,” they can simply say, “I want to check my last payment.” Using AI, smart IVRs understand what customers need, respond naturally, and get them to the right place quickly—no guesswork or dead ends.

You can easily switch to smart IVRs with Plivo powered AI voice agents. By leveraging natural language processing (NLP), these voice bots understand customer intent and respond intelligently, eliminating the need for rigid menu navigation. 

They also integrate seamlessly with existing workflows and ensure smarter call routing, faster resolutions, and a modern customer experience that scales with your business. 

Here’s how smart IVRs with AI voice agents improve your customer interactions:

• Talk, don’t press: Plivo powered AI voice agents use Natural Language Processing (NLP) to understand and respond to what your customers are actually saying, not just what button they pressed.
• Smarter routing: Unlike multi-level IVRs, smart IVRs analyze caller data and preferences and dynamically adjust the call routing and response pathways, creating a tailored experience for every customer.
• Contextual awareness: AI-powered IVR tracks the history of previous interactions, to pick up any conversation where the customer left it to avoid unnecessary repetition.
• Data-driven operations: Smart IVR integrates with customer relationship management (CRM) systems and databases, to provide relevant, real-time information during the interaction.

Make the switch today with Plivo powered AI voice agents .

Traditional IVRs served their purpose, but it’s time to evolve. Plivo makes it easy to launch AI voice agents and create a smarter, more intuitive IVR experience that enhances your customer experience. 

Why Plivo?

• Superior voice infrastructure: To deliver get crisp call quality across 220+ countries 
• Low latency: Our PoPs are located in seven locations (California, Virginia, Frankfurt, Mumbai, Singapore, Sydney, São Paulo) across five continents. 
• High availability and uptime: With a redundant infrastructure across multiple geographies and at least three local carrier connections across countries, Zentrunk promises 99.99% uptime
• Full redundancy: Redundant links reroute traffic over backup networks in less than two seconds in case of backbone failover

With Plivo-powered AI voice agents, you can create smart IVRs that don’t only talk but empathize and engage with your customers. 

‍ Request a trial to Plivo today to get started.

More than 50% of customer service agents face burnout due to overwhelming queries. This leads to reduced service quality and customer dissatisfaction. 

These days, customer service is paramount to the success of a business. In fact, 32% of customers will walk away after just back interaction.

The solution? Smart IVR. This AI-powered tool handles routine queries so you only divert important or complex queries to your agents, saving them burnout.

The best part? It works 24/7 to solve customer queries so it’s no surprise that 70% of service organizations already use intelligent service assistants.

In this blog, we’ll explore what Smart IVR is and how you can build smart IVR with Plivo to elevate your customer support. 

Let’s dive in.

What is Smart IVR?

Smart IVR (Interactive Voice Response) is an advanced customer support technology that uses artificial intelligence (AI), contextual awareness, and data-driven insights to deliver a more intuitive and personalized caller experience. 

Unlike traditional IVR systems, smart IVR goes above and beyond rigid menus and predefined options and adapts to the unique needs of each caller. This approach makes customer interactions faster and more efficient. 

Here’s how smart, AI-powered IVR compares with traditional IVR:

How does smart IVR work?

Smart IVR runs on advanced technology such as AI-powered voice agents and audio streaming to understand human output and deliver seamless conversations over various channels.

Here’s how it works:

1. AI-powered functionality: Smart IVR, when combined with voice agents uses natural language processing (NLP) and machine learning to understand spoken or typed inputs. This allows users to interact in conversational language rather than pressing buttons.

2. Contextual awareness: AI-powered IVR tracks the history of previous interactions, to pick up any conversation where the customer left it to avoid unnecessary repetition.
3. Data-driven operations: Smart IVR integrates with customer relationship management (CRM) systems and databases, to provide relevant, real-time information during the interaction.
4. Personalized call flow: By analyzing caller data and preferences, the system dynamically adjusts the call routing and response pathways, creating a tailored experience for every customer.

Benefits of Smart IVR

Now that you know what Smart IVR is, let’s dive into its key benefits for your business. On top saving time for your customer service agents, it can help you with a lot more:

Personalized and intuitive conversations

By integrating customer data or using IVR scripts, Smart IVR systems tailor interactions based on individual histories and preferences. 

24/7 customer service availability

Smart IVR systems provide round-the-clock support, so your customers can resolve their queries, regardless of time zones or business hours. This continuous availability enhances customer satisfaction as they always get timely responses to inquiries.

Reduced operating costs

Automating routine inquiries through Smart IVR systems decreases the need for live agents, leading to significant cost savings. Handling simple tasks like order confirmations or account balance inquiries via IVR reduces the overall number of support tickets and operational expenses.

With Plivo’s audio streaming features, you can build a smart IVR starting as low as $0.003 per minute - 40% lower than competitors. 

Enhanced customer insights

Smart IVR systems collect valuable data from customer interactions and provide insights into common inquiries and areas for improvement. You can use this information to improve service protocols, and address emerging customer demands.

Improved customer satisfaction

Smart IVR systems effectively address customer issues and lets them enjoy self-service for surface level queries. You can optimize your IVR for self service resolved quickly without the need for multiple interactions.

Using Voice Agents to Build AI Powered IVR Solutions

Unlike traditional IVRs that rely on static menus and human intervention, AI-powered voice agents introduce intelligence, efficiency, and adaptability to the IVR experience.

Here’s why you need to integrate your voice agents for your IVR systems:

Scalability without the overhead costs

As businesses grow, the demand for customer support increases. With human agents, this growth requires hiring and training additional staff, leading to higher costs and operational complexity.

AI voice agents handle customer queries 24/7 without requiring additional human resources. They can instantly scale to accommodate a surge in call volumes, making them a cost-effective solution for growing businesses.

For example, during seasonal sales or peak times, voice agents can manage thousands of simultaneous calls without delays, ensuring customers get instant responses.

Less training, more customer service 

Training human agents is time-consuming and can involve a significant learning curve. Human performance also varies due to fatigue or lack of knowledge about complex scenarios.

AI voice agents don’t require traditional training. They leverage machine learning models that can quickly process past customer interactions and data to provide context-based resolutions. Updates or improvements can be implemented instantly across all interactions, ensuring consistent service quality.

For example, if a new product is launched, AI agents can be updated instantly with FAQs or key information, unlike human agents who may take days or weeks to fully adapt.

Plivo, a voice API platform can help you supercharge your voice agents and build smart IVR for customer service. Here’s how Plivo does it:

1. Capturing Input: Plivo captures the customer’s audio input (e.g., spoken queries or commands).
2. AI Bot Processing: This audio input is transmitted to the business’s own AI bot, where advanced algorithms analyze and process the request.
3. Generating AI Responses: The AI bot generates an intelligent, context-aware response.
4. Delivering Output: Plivo transmits the AI’s response back to the customer in real-time.

How Smart IVR Improves Customer Support for Your Business?

Enhancing traditional IVR systems with AI and audio streaming can create more intuitive and efficient customer interactions.

For example, instead of navigating through multiple layers of options by pressing keys (e.g., "Press 1 for refunds"), users can simply state their query (e.g., "I want to talk about a refund"), and the system understands and routes the call appropriately. This makes the interaction more natural and reduces customer frustration.

Here’s why you need smart IVR for customer service:

Proactive customer engagement

Smart IVR can automate reminders for medical appointments, service visits, or delivery schedules. It can send real-time updates about account activity, payment deadlines, or service outages. It can also collect customer feedback immediately after interactions to gauge satisfaction.

Dynamic call routing

Direct callers to the most appropriate agent based on their query type or customer profile. Or, transfer calls to agents with complete context, including caller history and ongoing concerns, ensuring seamless service.

Real-time call analysis

Analyzing live calls to extract actionable insights such as customer sentiment, intent, or key entities mentioned.

For example, during a customer service call, Smart IVR performs real-time transcription and records keywords like "refund," "complaint," or "order status" are recognized. The system can then provide live prompts or assistance to the agent or automate responses.

Real-time transcription

Smart IVR transcribes conversations so you can use the text to update customer records or assist agents with relevant information.

Speech recognition

Smart IVR systems can understand and process spoken language by converting it into text. This allows the system to interpret what the caller is saying and respond appropriately without requiring them to press buttons.

For example, if a customer says, "I want to check my account balance," the speech recognition technology converts their words into text. The Smart IVR then processes the request and provides the relevant information automatically. This makes interactions faster, more natural, and user-friendly, enhancing the overall customer experience.

Automation of voice channel operations

AI powered IVR can automate functions traditionally performed by human agents, such as answering routine queries, recording information, and providing real-time assistance.

Data collection and analytics

Smart IVR can collect data during IVR interactions to analyze customer preferences and behavior. You can also measure the effectiveness of customer support through call resolution times, customer satisfaction, and IVR usage rates.

Enhance the functionality of Your IVR with Plivo-Powered Voice Agents

IVRs already manage twice the volume of customer interactions compared to live agents. 

You can double down on these benefits by transforming traditional IVRs into smart IVRs using Plivo-powered AI voice agents. 

Plivo helps you launch AI-powered voice agents that can interact with customers and solve most of their queries without human intervention.

There are two ways launch a voice bot with Plivo:

Using Speech-to-text and Text-to-speech integration

Get started in 3 easy steps:

• Sign up for Plivo to purchase a number through the Voice API or Plivo console.
• Once you have your number, link it to an application equipped to accept voice calls, transcribe speech, and forward this text to your WebHook.
• You can plug in Plivo's Voice API with any LLM model, like ChatGPT, to launch your bot

Using OpenAI's real-time API for live customer interaction

Launch AI voice agents and voice agents with Plivo using just a few lines of code!

• Log in to your OpenAI Account: Secure your API key and RealTime API access.
• Log in to your Plivo Account: Sign up and get a voice-enabled number.

Launch Plivo-Powered Voice Agents to Build a Smart IVR for Your Business

Now you know, it’s that easy to integrate with Plivo to launch your voice agents. Plivo-powered AI voice agents can handle more complex customer queries 24/7 as we promise:

• Superior voice infrastructure: to deliver get crisp call quality across 220+ countries 
• Low latency: Our PoPs are located in seven locations (California, Virginia, Frankfurt, Mumbai, Singapore, Sydney, São Paulo) across five continents. 
• High availability and uptime: With a redundant infrastructure across multiple geographies and at least three local carrier connections across countries, Zentrunk promises 99.99% uptime
• Full redundancy: Redundant links reroute traffic over backup networks in less than two seconds in case of backbone failover

With Plivo and OpenAI’s RealTime API, you can create voice agents that don’t only talk but empathize and engage with your customers. 

‍Request a trial to Plivo today to get started.

Today’s consumers value speed, convenience, and control—especially when it comes to customer service. Nearly 80% of customers prefer to solve their issues without needing to get in touch with a live agent. As a result, businesses are increasingly turning to interactive voice response (IVR) systems.

A well-optimized interactive voice response system allows customers to resolve issues quickly without speaking to an agent. On the other hand, a poorly designed IVR can frustrate users, damaging your brand’s reputation.

In this guide, we’ll show you how to optimize your IVR self-service system and make it easy for your customers to get what they need.

What is IVR self-service, and how does it work?

An interactive voice response system is an automated phone system that uses speech recognition and artificial intelligence (AI) to understand a caller’s request and direct them to the right place. 

IVR self-service uses a pre-recorded menu to guide callers through their options. Some IVRs use natural language processing (NLP) to understand what callers say verbally. Here's an example of what callers might hear when they make an IVR call:

"Welcome to Happy Pets Veterinary Clinic! For appointments, say 'appointments' or press 1. For prescription refills, say 'refills' or press 2. For general inquiries, say 'general' or press 3. To speak to an agent, say 'agent' or press 0."

If a customer says the prompt, the IVR system uses NLP to understand what they need. It might use a rules-based approach, where it recognizes specific words/phrases it's been programmed to understand. Or, it might use a more advanced machine learning algorithm that can analyze the sentiment of the caller’s voice, keywords they use, and even their intent.

If the caller uses the keypad, the IVR employs dual-tone multifrequency (DTMF) to recognize the numbers pressed.

Once the IVR self-service system understands the caller’s response, it sends them to the right place. This path is customizable and can be as simple or complex as needed. For instance, a pre-recorded message could answer the caller’s question, or the IVR may connect the caller to a live human agent for help. 

An IVR self-service system can::

• Solve problems quickly without needing to wait for an agent.
• Connect callers to the right agent swiftly.
• Schedule a callback if no one is available to talk right away.
• Use call forwarding to send calls to multiple numbers so agents don't miss calls.
• Easily transfer calls to another agent, a group of agents, a voicemail box, or another menu.
• Gather or update customer information, like a change of address.
• Offer other support options, like directing callers to your website or sending them a helpful text message.

This system leads to quicker solutions, faster support, and happier customers. Plus, it frees up your team to focus on trickier issues.

 However, to get the most out of your IVR self-service system, keep in mind a few important details. 

Best practices for optimizing IVR for self-service

You can turn your IVR self-service system from a basic answering service into a more advanced, customer-focused solution with the right strategies and tools. Here are a few tips to help you improve your interactive voice response system. 

Keep the IVR menu simple and intuitive

A good IVR self-service system should be easy to use and understand. Avoid long, complicated menus that confuse callers. Try to keep your main menu to five options or less. People tend to get frustrated and hang up if they have to listen to a long list of options. However, it’s equally important to ensure all relevant needs are covered. Callers should always have a clear path to reach their desired option or speak to a support representative if needed.

Here's an example of a clear and concise IVR menu:

"Welcome to Acme Software Solutions. For technical support, press 1. For billing inquiries, press 2. To speak with a sales representative, press 3. To reach the partnership department, press 4. To speak to an operator, press 0."

The options are clear and relevant to what a business caller might need, and it's easy to reach a human if they need more help. 

Pro tip: Use data from your phone system to see what issues your customers are calling about most, and tailor the menu to those needs.

Analyze your customer journey

Before moving forward with updates to your IVR self-service system, take time to understand the customer journey. Look for points where customers commonly face issues, as these often reveal why they’re reaching out for help.

Once you have a clear picture of these trouble spots, you can focus on specific areas within your IVR self-service system, including:

• Reviewing call patterns to identify tasks that could be automated
• Spotting where customers frequently switch to an agent
• Recognizing points where callers often get frustrated or disconnect

As you go through your current setup, consider questions like:

• Are there too many steps in the menu?
• Do the options cover the typical reasons for customer calls?
• Is the wording in the prompts straightforward?
• Are language preferences adequately supported?
• Can callers easily go back if they choose an incorrect option?

Addressing these issues paves the way for a smoother IVR experience and provides insights for future improvements.

Use AI and automation

AI-powered IVR can understand natural language, so customers can talk normally instead of being limited by menus. This capability leads to accurate call routing and a more personalized customer experience.

For example, if customers call to check their account balances, they can simply ask, "What's my balance?" instead of navigating through a long menu. The AI understands and directs them right away.

AI can also handle things like scheduling appointments and even offer personalized recommendations. For example, it might say, "I see you have a follow-up appointment due next month. Would you like to schedule that now?" This saves everyone time and makes for a smoother experience.

When you combine AI with automation, even more is possible. Your IVR system can handle routine tasks like bill payments, checking account details, or booking appointments. 

For example, a doctor's office could use AI to automatically collect patient information and confirm appointments. This frees up staff for other tasks and ensures patients get quick service, 24/7.

From an operational perspective, AI can also analyze call data in real-time. It can spot common questions or problems and suggest updates to your system. This means your IVR self-service system gets smarter and better at meeting customer needs, leading to happier customers and smoother interactions.

Use various IVR call-routing strategies

IVR call routing strategies quickly connect customers to the right person and ensure that no one on your team gets overloaded with calls. You can match callers with the team member who's best suited to help them.

Here are a few ways you can route calls with your IVR self-service system:

• List-based routing: Agent A always answers calls first. If they're busy, the call goes to Agent B, then C, and so on.
• Round-robin routing: Calls are passed around to each agent in turn. Agent A takes the first call, Agent B takes the next, and so on.
• Skills-based routing: The IVR self-service system asks the caller what they need help with and sends them to the agent with the right skills.
• Relationship-based routing: Important clients are prioritized and sent to their preferred agent.
• Most idle routing: The call goes to the agent who has been free the longest.
• Time-based routing: Calls are routed based on time zones and agent schedules.

Using a mix of these strategies, you can create an efficient interactive voice response system that quickly gets your customers the help they need.

Test and collect feedback

Make sure you regularly test your IVR self-service system and get customer feedback. Check for technical glitches and see how easy it is for people to actually use. This helps you determine what needs improvement and keeps your IVR system up-to-date and effective.

Here are a few ways to gather feedback:

• Add a short survey at the end of the IVR interaction. Ask callers to rate their experience or answer targeted questions such as, “Was it easy to find what you needed?” or “How satisfied are you with the support you received?” This quick survey can provide valuable insights into customer satisfaction and pinpoint specific areas for improvement.
• Include a feedback option in your IVR menu. Give callers a way to leave feedback directly through the interactive voice response system.
• Monitor call recordings and transcripts. Pay attention to areas where callers seem confused or frustrated. Analyzing these interactions helps you understand where the IVR self-service system may be unclear or overly complex. 
• Use analytics to track IVR performance. See which menu options are most popular, how long calls last, and where people drop off. Use this data to optimize frequently used pathways, shorten call times, and reduce drop-offs, ensuring the IVR self-service system meets customer expectations.

Use audio streaming to understand customer interactions

By integrating audio streaming with AI-based tools, businesses can offer advanced voice-based services, conduct sentiment analysis of agent-customer conversations, and better interact with users.

Plivo’s real-time audio streaming can analyze emotions to identify signs of frustration, confusion, or satisfaction. Based on this, the system can change its responses or transfer the call to a live agent when needed.

Plivo also helps you create conversational AI bots that interact with users through live audio. These bots can answer common questions right away, making customer service faster and easier.

In addition, you can integrate Plivo’s audio streaming with third-party tools for real-time transcription, so you can easily get text from your conversations. And if you need to communicate across different languages, it can connect with tools for live translation, making meetings or conferences much easier to follow.

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Optimize call queues

Waiting to talk to an agent can be frustrating, but there are ways to make the customer experience better.

For example, Plivo’s PreAnswer feature lets you play custom caller tunes or speak text after a call is transferred but not yet picked up. Some companies play music during this time, but more useful options exist.

Let’s say you're a software company offering a limited-time discount on your subscription plans. You could use this time to make an announcement using text-to-speech. 

Or, if you're transferring a call to your support team, which often handles the same questions, you could play a recorded message with answers to common issues. If that solves the caller's problem, they might hang up satisfied, freeing up your team's time for more complex queries.

Analyze call flow data for optimization

If you want to improve your IVR self-service system, keep an eye on your analytics. Some useful metrics to track include:

• How long callers are waiting
• The average queue length
• Peak call times
• First call resolution rates
• How many calls go to voicemail or get transferred to an agent
• Call abandonment rate

Plivo’s Call Insights feature helps you track metrics and generate reports.

Plivo’s Call Summary Dashboard gives detailed info on call quality, like how long calls take, delays, and packet loss. 

Plus, with Detailed Call Logs, you can see exactly what’s happening with each call—from where it’s coming from to why it might have dropped—helping you spot and fix issues fast.

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Benefits of using an IVR self-service system

An IVR self-service system provides many benefits for customers and businesses alike. Customers appreciate the ability to help themselves, which enhances their overall brand experience. Businesses can reduce customer service wait times and optimize existing resources affordably.

Additionally, a self service IVR system helps you in the following ways.

Personalized and intuitive conversation

More than 80% of consumers are more likely to purchase from brands that offer personalized experiences. This expectation extends to the IVR self-service system as well. By connecting your interactive voice response system to customer data, you can customize customer interactions based on individual histories and preferences.

For instance, when a returning customer calls, your interactive voice response system could greet them with:

"Hi, John! Last time you called about your software subscription. Are you following up on that, or is there something else you need help with?"

When your IVR self-service system provides specific support and friendly greetings, it feels more like a conversation than a transaction. These personalized interactions not only save time for customers but also create a more engaging customer experience. 

Provide 24/7 customer service

In the US, 27.7%  of people expect companies to respond within one hour. This makes 24/7 self-service IVR important. When customers can access help anytime, they are more likely to reach out on their own schedule, often after regular business hours.

The IVR self-service system can lower the number of inbound calls during peak hours, as well as field requests when your customer support team is off the clock. This system also allows you to assist customers across different time zones, which is essential for international clients.

Lower operating costs

A typical customer service call with a live agent costs between $10 and $19. A self-service IVR  transaction only costs about $0.03 to $0.25 per minute. By giving customers the tools to help themselves, self-service IVR reduces the overall number of support tickets. This saves money and eases the workload for your customer service team.

Gather customer insights

Interactive voice response systems can effectively manage high volumes of inbound calls while collecting data on customer inquiries. 

This information can provide valuable insights that shape important business strategies, such as: 

• Improving customer service protocols.
• Refining product line. 
• Addressing emerging customer demands.

Additionally, before presenting the menu options, you can upload messages to your IVR application. This keeps clients informed about the latest promotions, important changes, and other relevant news.

Improves customer satisfaction

Research shows that the IVR self-service first call resolution (FCR) rate is 74%, the highest among all contact channels. First call resolution measures the number of issues that can be resolved after one call to a customer support team. Higher FCR is better, since it indicates that customers are quickly getting the help they need. 

By achieving this high rate of FCR, self-service IVR solutions not only resolve issues effectively but also contribute to higher customer satisfaction.

Customers who experience FCR through IVR self-service report a 30% higher satisfaction score than those with non-FCR interactions. Given that self-service IVR typically handles straightforward tasks—such as order confirmations, account balance inquiries, and status updates—it’s well-suited to delivering quick, accurate solutions that enhance customer satisfaction.

Upgrade your self-service IVR with Plivo

If you want a high-quality and scalable communication solution with an easy-to-use interface and strong API features, Plivo is the right IVR system for you. It’s especially useful for businesses that rely on voice and SMS services worldwide. Its reliability makes Plivo’s IVR popular among businesses of all sizes.

In addition to these advantages, Plivo offers several key benefits like:

• Ease of use: Simple APIs and XML make it easy to create custom IVR flows for your business.
• Fully customization: Build multi-level IVR menus tailored to your needs. Use pre-recorded audio or text-to-speech for custom greetings and prompts.
• Intelligent call routing: Calls are directed to the right agent or department based on caller input, agent skills, or business hours.
• Outbound IVR support: Set up custom menus for outbound calls, like voting or surveys.
• Global reach: Enjoy stable connections in over 220 countries and territories.

Contact us today to discuss how our IVR solutions can improve your customer service experience!

Today’s customers want to independently handle customer service needs: 81% say they prefer self-service options, but many businesses believe only 60% want it. This 21-point difference can leave many customers frustrated.

Interactive voice response (IVR) systems bridge the gap between what customers want—self service—and what businesses think they want. But an IVR system can be a double-edged sword. If the IVR script is poorly designed, it can make customers even more frustrated.

A well-crafted IVR script is so important. The right script can save your team time and help customers meet their needs quickly. In this article, we'll present seven examples of effective IVR scripts to inspire you and guide you in creating your own.

What is an IVR script?

An IVR script is a pre-recorded conversation that directs callers through a menu of options when they dial in. IVR systems use both keypad tones (dual-tone multi-frequency, or DTMF technology) and voice commands, along with pre-recorded messages. This means the caller can either press keys or speak to move through the menu.  

Newer systems even incorporate artificial intelligence (AI) to create a more personalized experience for each caller.

Why does an IVR script matter?

A well-crafted IVR script can save time and resources while improving call containment rates and customer satisfaction. Companies with IVR systems in place are noticing 3-4% increase in call containment rates and a 10-25% increase in caller satisfaction.

On top of that, IVR offers several benefits:

• Cost savings: A good IVR script can reduce calls to your agents by over 10%. This helps you save on staffing costs as customers get the information they need without requiring follow-up assistance.
• Consistent experiences: Clear IVR scripts ensure that every caller receives the same professional experience that aligns with your company's image. You control the tone and message for each interaction.
• 24/7 customer support: When your agents aren't available, IVR can play a message informing callers when they can expect to reach someone.
• Improved customer service: IVR reduces wait times and improves First Contact Resolution (FCR) by directing callers to the right person or team, allowing them to resolve issues in the first instance.

How can you write an effective IVR script?

Building a good IVR script takes some thought and knowing what's most important for your business. Let's break down the key steps.

Identify your goals

Start by identifying the goals and challenges you want your IVR system to address. To make a helpful script, you'll need to understand the questions and problems your customers often have. By predicting their needs, your IVR can provide quick answers without a live agent.

Make it easy to navigate

Once you understand your IVR’s purpose, write a simple script that helps callers find their answers in just a few steps. Ensure it’s easy to follow, guiding callers smoothly toward the information they need.

Align the script to your brand

The way your IVR script communicates should align with your brand’s voice. It should be easy for your customers to understand. Even though the IVR handles questions once answered by live agents, it should still reflect your brand.

Keep improving the script

Regularly review your IVR script and update it based on customer feedback and usage patterns. This helps it remain effective and user-friendly.

7 IVR script examples

IVR messages should be concise, swiftly guiding callers to the right answers. A good script helps customers and supports your customer service team by automating common queries and directing complex calls to the right agent.

Now, let's look at examples of IVR scripts for various scenarios. 

#1: General greeting scripts

The general greeting acts as the first "hello" your IVR gives to callers. It’s a key moment to make a strong first impression. For example: 

"Thanks for calling [your company name].

We're your go-to source for [briefly mention what you offer].

To continue in English, stay on the line. For Spanish, oprima uno. 

If you know the extension you need, please dial it or say it now. 

If not, stay on the line to hear more options. Thanks again for choosing [company name]. We value your business!"

Why does a greeting script matter?

Your greeting script is the first thing customers hear when they call for support. If it's too long or unclear, they might hang up. The best greetings are short and clear to get things off to a smooth start.

If you offer multilingual support, give customers the option to choose their preferred language right at the beginning.

#2: Menu options scripts

Menu option scripts guide callers to the right department. Consistency across all menu options ensure every customer has a similar experience.

Here’s what a menu script looks like:

"Thanks for calling [company name]. We'll be with you shortly. Please choose from the following options to help us direct your call:

• To reach Sales, press 1.
• For Customer Support, press 2.
• For Billing, press 3.
• If you need Tech Support, press 4.
• For anything else, press 5 or stay on the line.
• To hear these options again, press 9.

Just a heads-up, this call may be recorded for training and quality purposes.”

Why does a menu options script matter?

Seven out of ten companies have IVR containment rates of less than 30%. Confusing menu options are a big reason for this low rate. If callers don't understand their choices, they're more likely to hang up.

Prevent this by keeping your instructions brief and to the point. State the department name first, followed by the number to press.

Plivo makes building your IVR menu a breeze through tools like PHLO for drag-and-drop design or by coding it with your preferred SDK and Plivo XML. For added efficiency, the PreAnswer XML element can provide callers with key information while they wait.

You can also use PreAnswer to address frequently asked questions. If you have a department that receives the same questions repeatedly, record answers and play them to callers. This can reduce wait times and free up agents to handle more complex issues.

#3: Callback request scripts

Callback request scripts give customers a way to skip the wait on hold. They can simply request a call back when it's less busy and at a time that works for them.

Here’s an example of a callback request script:

"Hello, and thank you for calling [Company Name]. We value your time and are committed to helping you as soon as possible.

Our team is currently busy, but we'd be happy to call you back at your convenience. To schedule a callback, press 1.

If you prefer to stay on the line, please hold, or press 2 to leave a voicemail.

We appreciate your patience and look forward to connecting with you shortly. Thank you for choosing [Company Name]."

Why does a callback request script matter?

Offering a callback option shows customers that you value their time. Clear instructions, such as pressing a button to request a callback, enhance customer satisfaction.

Even if someone decides to stay on the line, just knowing they have the option can make a big difference.

#4: Appointment scheduling scripts

These scripts allow customers to book, confirm, or modify appointments via the IVR system. Your IVR menu should give customers the option to do it themselves or connect them to someone who can help.

Here’s what an appointment scheduling script typically looks like:

"Welcome to [Company Name]! We're ready to help you book your perfect appointment.

• To schedule a new appointment, press 1.
• To reschedule an existing appointment, press 2.
• To cancel an appointment, press 3.
• For other queries, press 4.
• If you'd prefer to talk to one of our booking experts, press 5 or stay on the line.

We’re here to help Monday through Friday, from [business hours].

Need to hear those options again? Just press 9.

We appreciate you choosing [Company Name] and can't wait to see you soon!"

Why does an appointment scheduling script matter?

Customers appreciate simplicity, especially when booking appointments. A clear and direct script allows them to manage their schedules quickly while reducing strain on agents handling this routine task.

#5: Call transfer scripts

A call transfer script explains what's happening when a customer is being transferred to someone else or a different team. Here’s an example: 

"Thank you for your patience.

We want to make sure you get the help you need, so we're transferring your call to an expert who can assist with your specific question.

Please hold for a moment. 

We value your call and appreciate you choosing [company name]."

Why does a call transfer script matter?

Call transfers happen occasionally, but they can confuse customers if not done smoothly. A good transfer message reassures them that the wait will be brief, and they won't need to repeat themselves.

#6: On hold or waiting message scripts

Waiting messages inform customers while they're waiting in line for the next available agent. Hold messages play when a call is being transferred, an agent is working to resolve an issue, or the call is connecting to a different team. Typically, both types of messages are repeated periodically, alternating with the hold music.

Here’s an example: 

"Thanks for calling [company name]. We're currently experiencing a high volume of calls but appreciate your patience.

You're number [x] in the queue with an estimated wait time of [y] minutes.

In the meantime, you can visit our website at [company website] for more information.

Thank you for choosing [company name]."

Why does an on hold or waiting message script matter?

Waiting can be frustrating, especially if the caller doesn’t know how long they’ll be on hold. Keeping customers updated with their position in the queue and an estimated wait time can reduce frustration and improve the overall experience.

#7: After-business hours message scripts

An after-business hours message notifies callers that your agents are unavailable and informs them when your business will reopen.

Here’s what an after-business hours script looks like:

"Thank you for calling [company name]. Our regular business hours are [start time] to [end time], [days of the week]. We're currently closed but will be happy to assist you when we reopen.

For urgent matters, visit our support center at [company website]. You'll find answers to common questions and troubleshooting tips there.

To leave a message and receive a callback during our business hours, please press 1.

We appreciate your patience and look forward to speaking with you soon. Thank you for choosing [company name]."

Why does an after business hours script matter?

Customers need to know when they can reach you again. Providing an after-hours message helps set clear expectations, builds trust, and offers them a way to leave a message for follow-up.

IVR script best practices

An IVR system is like having a helpful assistant in your contact center. It helps answer calls efficiently, connects people to the right departments, and ultimately improves customer satisfaction.

To ensure your IVR system works seamlessly, refer to these five IVR best practices.

#1: Keep it simple

Use plain language and offer clear choices. Avoid overwhelming callers with too many options or questions.

While IVR systems can be complex, simplicity is key to avoid confusion. Focus on the most common questions that the system can easily answer.

#2: Prioritize popular menu options 

Analyze customer data to determine the most popular menu options. Placing these at the top of your IVR menu can reduce frustration and improve call handling times.

For example, if most calls are about billing or account issues, place the "billing and account" option first.

#3: Map out customer paths

Before you start building your IVR menu, plan the different paths customers might take. Your menu will likely include multiple levels, starting with language selection. Some options may lead customers to a specific department, while others might connect them to a recording or automated system.

Consider offering different choices based on time. For instance, you might not want to offer sales options outside of business hours. Instead, you can let customers leave a message.

#4: A/B test your scripts

A/B testing your IVR scripts involves trying out two versions to see which one works best. This can help you identify which approach leads to shorter call times and greater customer satisfaction.

Test small changes like wording or the order of options, or try entirely different menu structures to optimize the experience.

#5: Offer an exit option

No matter how good your IVR system is, some customers will always prefer speaking to a live agent. Make it easy for them by offering an option to reach an agent in the menu. This prevents frustration and reduces hang-ups, guaranteeing that everyone has a path to the assistance they need.

Revamp your IVR system using Plivo

Plivo's Voice API gives you complete control over your IVR system, enabling you to create a great customer experience while managing costs. With service in over 220 countries and territories and a 99.99% uptime guarantee, Plivo is a reliable choice for your IVR needs.

Here are some of its advantages:

• Easy to use: Plivo's APIs and XML make it simple to build and manage your own custom IVR menus, even for complex interactions, without needing advanced technical knowledge.
• Flexibility: Customers can navigate your IVR using voice or keypad (DTMF), ensuring convenience for all.
• Outbound IVR: You can use Plivo's IVR for outbound calls, like for surveys, reminders, or voting.
• Scalability: Plivo is designed to handle large call volumes, so your IVR can grow with your business without any problems.
• Security: Plivo takes data security seriously by complying with industry standards like PCI DSS, GDPR, and HIPAA to keep your customer information safe.

On top of that, Plivo integrates automatic speech recognition (ASR), so your IVR system can understand and respond to customer inputs — whether they prefer to talk or use their keypad. 

Plivo also includes Answer Machine Detection (AMD), which uses heuristic algorithms to identify voicemail with high accuracy.  Rather than relying solely on a beep, Plivo analyzes factors like tone of voice and speech speed, ensuring reliable voicemail detection in just three to five seconds. 

Ready to create a customer-centric IVR experience? Contact us today to learn how Plivo can help you build an IVR system that improves customer service and streamlines your operations.

Interactive voice response (IVR) technology continues to be one of the best ways for companies to manage customer requests and provide great service in call centers. IVR handles twice as many customer interactions as live agents and five times as many text-based chats.

IVR systems can accelerate issue resolution, improve customer satisfaction scores, and reduce the workload of your contact center agents. It enables your team to focus more on high-priority calls and projects while doing the heavy lifting of meeting routine customer queries. 

However, old-school IVRs require a lot of effort to set up and don’t always offer the advanced features your customers need. The wrong IVR can lead to frustrated customers, higher costs, and poor performance. 

An IVR isn’t a silver-bullet solution for call centers: it takes the right IVR system for your business to fully benefit from this technology. 

Before we explore the best modern IVR systems, let’s dive into how an IVR system works, its benefits, and some best practices to set your call center up for success.

What is interactive voice response (IVR)?

Interactive voice response (IVR) is a technology that allows callers to interact with a computer-operated phone system through voice commands or keypad inputs. When a customer calls your company and is greeted by an automated system asking them to "press 1 for sales" or "say 'support' to speak with a representative," they’re engaging with an IVR system.

IVR is much more than just a series of automated prompts. It helps businesses streamline their customer service processes, allowing them to handle high volumes of calls efficiently while offering a personalized experience. Imagine IVR as the friendly gatekeeper who quickly directs you to the right department without the fuss—saving both time and effort.

How IVR systems work: at a glance

IVR systems use pre-recorded voice prompts and menus that enable callers to navigate options using their voice or the keypad on their phone. Here’s a simple breakdown of how it works:

• The caller initiates the call: When a customer calls the service number, the IVR system kicks in, greeting them with a welcome message.
• Menu navigation: The system then presents a menu of options. The caller selects their preferred option using voice commands or keypad inputs.
• Call routing: Based on the input, the IVR system routes the call to the appropriate department or provides the required information directly.
• Feedback loop: In some cases, the system might ask for feedback or offer additional services, creating a loop of continuous engagement.

4 key features of call center IVR solutions

An IVR system is loaded with features that make it indispensable for call centers. These are the four core IVR features that you should bear in mind while evaluating different providers. 

1. Call routing

IVRs automatically route calls to the appropriate department or agent based on the caller’s input. 

For example, in a bank's call center, customers who call to inquire about their account balances can be directed to the “Account Services” department. If they need assistance with a loan application, the IVR can route them to a “Loans Specialist.” 

This intelligent call routing ensures that customers are connected to the agent with the specific skills and knowledge to assist them, reducing call transfer rates and improving efficiency.

2. Speech recognition

This feature allows the IVR system to understand and process spoken words, making interactions more natural and user-friendly. 

For instance, in a healthcare setting, patients can simply say “appointment scheduling” to be directed to a scheduling assistant or “billing inquiry” to reach the billing department. 

This feature is particularly helpful for those who may find it difficult to navigate through complex keypad menus. Speech recognition can also handle regional accents and variations in speech, enhancing accessibility and convenience for a diverse customer base.

3. DTMF tones

Dual-tone multi-frequency (DTMF) tones are the sounds made when pressing keys on a phone, which the IVR uses to interpret user inputs. 

This feature is useful in retail businesses where customers might call in to check their order status. By using their keypad to enter their order number, customers can quickly receive an update about their shipment status. 

DTMF tones are also helpful in scenarios where speech recognition might not be effective, such as noisy environments or when dealing with sensitive information where the caller prefers not to speak aloud.

4. CRM integration

This feature allows the IVR system to seamlessly integrate with customer relationship management (CRM) systems. Agents can see relevant caller information before they even pick up the phone. 

For example, when a customer calls, the IVR can pull up their account details, including their service plan, previous interactions, and any open support tickets. 

This ensures that an agent is fully prepared to assist the customer, reducing the need for customers to repeat information and improving the overall customer experience.

5 benefits of IVR systems in contact centers

Here are five key benefits of an IVR system in a call center. 

1. Deliver a seamless customer experience: IVR systems allow customers to quickly access the information or department they need without waiting for a human agent. This level of self-service reduces frustration by providing a smoother, faster customer journey. 
2. Cost efficiency: By automating routine inquiries and tasks, IVR systems reduce the need for a large customer service team. This leads to significant cost savings in terms of staffing and training, allowing businesses to allocate resources more effectively. It's like having a virtual employee who works around the clock without breaks, holidays, or overtime.‍
3. 24/7 availability: IVR systems can operate around the clock, ensuring that customers can access support and information even outside regular business hours. This level of availability ensures no call goes unanswered. ‍
4. Efficient call routing: IVR systems can intelligently route calls based on the caller’s needs or preferences. IVRs minimize call transfers and reduce wait times, leading to more efficient call handling.‍
5. Data collection and analysis: IVR systems can collect valuable data on caller behavior, preferences, and call patterns. Analyze this data to identify trends, optimize IVR menus, and improve overall service delivery. 

5 use cases for IVR in a call center

Here are five ways to make the most of your IVR in a contact center. 

1. Use it as an auto-attendant

 An IVR system can act as a virtual receptionist, efficiently managing incoming calls and directing them to the appropriate departments or agents during business hours. 

For instance, when a customer calls a company, the IVR can provide a menu of options—press 1 for sales, press 2 for support, etc.—allowing the caller to quickly reach the desired department without the need for a human operator. 

Outside of business hours, the same IVR can seamlessly handle voicemail, ensuring no call goes unanswered and capturing messages for follow-up. This setup not only reduces the workload on live receptionists but also provides a consistent, professional touch, enhancing the customer experience by ensuring their needs are addressed promptly.

2. Facilitate call center routing

In a busy call center, managing a high volume of incoming calls efficiently is crucial. An IVR system can streamline this process by routing calls to the appropriate representatives based on user input. 

For example, a telecommunications company can use IVR to guide customers through troubleshooting steps for common issues. If the issue requires further assistance, the IVR can then transfer the call to a specialist, such as a technical support agent or a billing representative. 

This targeted approach ensures that customers are connected with the right agent faster, reducing wait times and improving overall satisfaction.

3. Support surveys, polling, and voting

IVR systems are not limited to inbound calls; they are also highly effective for outbound campaigns. Companies and organizations can use IVR to conduct automated surveys, collect customer satisfaction scores, or even perform political polling. 

For example, a retail business might use an IVR system to call customers after a purchase and ask them to rate their shopping experience. Similarly, a political organization could use IVR to conduct a quick poll on voter preferences or opinions on key issues. The automated nature of IVR surveys ensures consistent data collection and allows organizations to gather valuable feedback quickly and efficiently.

4. Send appointment reminders

Missed appointments can be costly for businesses, especially in healthcare, beauty, and other service-based industries. IVR systems can help minimize this issue by sending out automated reminders to customers ahead of their scheduled visits. 

For example, a dentist’s office might use an IVR system to call patients 48 hours before their appointment to confirm or reschedule if necessary. This not only reduces the number of no-shows but also improves customer communication and satisfaction by providing a convenient way for patients to manage their appointments without the need to speak directly with a staff member.

5. Manage lead assignment and routing 

For inbound sales calls, an IVR system can play a crucial role in qualifying leads and directing them to the appropriate sales representative. When a potential customer calls, the IVR can present a series of qualifying questions—such as asking about their specific needs, budget, or preferred products. 

Based on the customer’s responses, the IVR can then route the call to the most suitable sales agent who specializes in the relevant area. For example, a software company could use this approach to direct inquiries about enterprise solutions to a dedicated sales team that handles large accounts, while calls about individual licenses are routed to a different team. 

This targeted routing maximizes the efficiency of the sales process and ensures that potential customers are connected with the right expertise to meet their needs.

5 call center IVR best practices

1. Design simple and intuitive menu options

Keep IVR menus straightforward and easy to navigate. Too many choices can confuse and frustrate customers.  Limit the number of options per menu to no more than five, and use clear, concise language to describe each option. This helps customers quickly find the information they need without getting lost in a maze of options.

2. Provide an option to speak with a live agent

Always offer callers the option to speak with a live agent at any point during the IVR process. Providing an easy way to reach a live agent ensures that customers don’t feel trapped in the automated system and helps maintain a positive customer experience.

3. Regularly update and optimize the IVR system

Continuously review and update the IVR system based on customer feedback, call analytics, and changing business needs.  Refine menu options, update voice prompts, and remove outdated information to keep the system running smoothly. 

4. Use natural language and speech recognition effectively

Implement advanced speech recognition and natural language processing (NLP) technologies to make interactions more natural and user-friendly. Instead of forcing customers to navigate through rigid menu structures, allow them to state their needs in their own words. Ensure that the speech recognition software is accurate and capable of understanding a variety of accents and dialects, reducing errors and improving customer satisfaction.

5. Monitor performance with real-time analytics

Utilize real-time analytics to gain insights into customer behavior, call patterns, and system efficiency. This data can help identify bottlenecks, frequently accessed options, or points where customers tend to drop off. Analyzing this information allows call centers to make data-driven decisions to enhance the IVR experience.

3 IVR challenges and considerations

Limited customization and flexibility with the wrong IVR solution provider

Not all IVR systems are created equal. The wrong provider can be like trying to fit a square peg into a round hole. Imagine investing in an IVR solution that can't sync up with your CRM or doesn’t support multiple languages your customers speak. 

Customers feel the pain, too—they’re left without personalized support and may have to repeat themselves multiple times just to get a simple request through. 

Complex and confusing menu options

When customers are bombarded with long, complicated menus or forced to navigate endless layers just to get a simple answer, they’re likely to hang up in frustration. This not only leads to a negative customer experience but can also harm your brand’s reputation. 

Keep menus straightforward and intuitive. Help customers get to where they want to go without feeling like they're lost in a maze.

Poor speech recognition and understanding:

If your IVR can’t handle different accents, dialects, or background noise, customers are left repeating themselves. Irritated customers aren’t the only risk: your call center's efficiency takes a hit, too. 

Investing in advanced, accurate speech recognition is crucial to ensure a smooth experience and happy customers.

Get started with the right IVR solution for your business

Plivo’s Voice API puts you in control of your IVR system, helping you deliver exceptional customer experiences while cutting down on operational costs. With coverage in over 220 countries and territories, seven global points of presence, and a rock-solid 99.99% uptime SLA, Plivo is a go-to choice for businesses looking to streamline their communication. Here’s what sets Plivo apart:

• User-friendly design: Plivo’s APIs and XML make it easy to set up and manage custom IVR flows. You can build complex, multi-step customer interactions without needing a deep technical background.
• Versatile interaction options: With support for both voice inputs and DTMF (keypad) responses, Plivo allows customers to interact with your IVR in the way that suits them best.
• Outbound IVR functionality: Plivo makes it easy to create tailored IVR menus for outbound calls — perfect for things like customer surveys, appointment reminders, or voting campaigns.
• Built for scale: Plivo’s platform is designed to handle large call volumes smoothly. Its global reach and high availability mean your IVR system can scale as your business grows, without missing a beat.
• Top-notch security: Plivo offers secure cloud communication services that comply with major industry standards, including PCI DSS, GDPR, and HIPAA. This means your customer data is handled securely, building trust and ensuring compliance.

For developers, integrating automatic speech recognition (ASR) is a breeze, ensuring your system is responsive to customers, no matter how they choose to connect.

Setting up an IVR with Plivo is a straightforward process. Simply configure a Plivo number to interface with your web application, allowing you to deliver a menu and direct calls based on customer input. For step-by-step instructions, check out Plivo’s product documentation.

Start your free trial with Plivo today.

Consumer demand for always-on, instant, self-service options has changed the contact center landscape. Meeting the ever-rising expectation for connected service experiences puts pressure on contact centers to deliver an outstanding customer experience (CX). 

Giving your team the right tools to do their jobs more efficiently can help drive higher customer satisfaction and create a less stressful working environment. IVR payment services are one of those key tools. 

IVR (Interactive Voice Response) payment services are automated systems that allow customers to make payments using their phones.  This technology is no longer confined to the banking industry. Utility companies, telecom providers, contact center customer service, healthcare providers, and retailers use IVR payments. 

In this blog post, we’ll dive into IVR payments: how IVR payments work, if they’re secure for your business, and how to choose the right IVR payment provider for your business. We’ll also highlight the top five benefits of IVR payments to demonstrate that this tool can elevate the customer experience in virtually every industry. 

What is an IVR payment?

An IVR payment is a type of payment system that enables customers to make payments by phone without the assistance of an operator. Rather than speaking to an actual person, the customer goes through a recorded menu to safely key in their account number, PIN, credit card number, debit card number, or bank details on the spot.

IVR payments aim to provide a safe, effective, and easily accessible payment solution. It also integrates with payment solutions for firms that complete a high volume of transactions to avoid overworking their customer service and support teams.

IVR systems also enable organizations to collect ACH (Automated Clearing House) payments automatically.

This is particularly helpful when used for regular, routine payments, like membership fees, bills, or subscription services; this saves time and energy, minimizes the danger of delayed check/ - payments, and improves cash flow for the company.

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How do IVR payments work?

When customers reach an IVR payment system, they will hear a series of voice prompts asking for their payment details — such as their account number, payment details, and the invoice amount. The IVR system then processes the payment through ACH. This tender allows direct debit from the customer’s bank account to the business’s account.

Cloud-based IVR payments are designed to integrate seamlessly with a company’s existing phone systems, using existing lines and infrastructure. This means customers can access the payment service by calling the same number they use for other customer service needs. 

Plus, you can integrate an IVR system with your payment processors. So, when a customer enters their payment information, the IVR system securely transmits this data to the processor for authorization. This integration ensures that payments are processed faster and funds are conveniently transferred to the company’s merchant account.

This streamlined setup allows businesses to automate payment collection, reduce manual handling, and improve efficiency while offering customers a convenient and secure way to pay over the phone.

For a better understanding, here’s a step-by-step breakdown of how IVR payments work:

• Step 1: Customer initiates the call: The process begins when a customer calls a business's dedicated IVR payment line.
• Step 2: System greeting: The IVR system greets the caller with a recorded message, offering them options to proceed with making a payment.
• Step 3: Selection of payment option: The customer is prompted to select the payment method option, usually by pressing a number on their phone’s keypad.
• Step 4: Input of payment details: The system guides the customer to enter their payment details, such as a credit card number, expiration date, and security code, or bank account information for ACH payments, using the keypad.
• Step 5: Verification: Once the details are entered, the IVR system verifies the information, ensuring that everything is accurate and complete.
• Step 6: Confirmation: After verification, the system confirms the payment amount and asks the customer to approve the transaction.
• Step 7: Processing the payment: The IVR system securely accepts payments and transmits the data to the payment processor for authorization.‍
• Step 8: Receipt and completion: Once the payment is successfully processed, the system provides a confirmation message and may offer to send a receipt via email or text. The call is then concluded.

Four benefits of IVR payments

IVR payments have plenty of benefits, but here are four important ones for businesses considering using IVR payments.

1. It can lead to fewer late payments

One of the main advantages of using an IVR payment service is that it can significantly reduce late or bounced payments. It gives customers the flexibility to make payments on their own, anytime, anywhere — reducing the chances of missing a payment deadline. 

It becomes almost impossible for users to skip or miss payments unintentionally with ACH payments. Automatic payments made using ACH are easier and less time-consuming than writing or mailing checks. Plus, it’s usually quick and free, depending on where you bank and the type of payment transfer involved. 

2. It can increase customer satisfaction

Customers no longer need to track and remember payment deadlines or make manual transactions. IVR technology guarantees customers that their payments will be made on time. It also helps route callers to the agent most qualified to solve customer problems and reduce hold times, resulting in happier customers. 

For instance, with Plivo, you can set your call forwarding with preferred routing rules to best fit your customer needs. Forward calls to agents in different time zones to ensure round-the-clock availability, or automatically move the call to another representative if an agent doesn’t pick up after 15 seconds.  

3. It improves payment security

Often, IVR payment systems incorporate voice recognition technology—different from speech recognition—to verify an individual’s identity, adding an additional layer of security. Your customers only need to go through a pre-defined verification process and authorization before making payments via IVR. Since it’s automated, there’s a smaller margin for error than agents manually handling transactions. 

Plus, IVR systems have built-in security features like encryption and are PCI compliant, further ensuring that customer data is well protected. 

4. It can reduce operational costs

IVR payment systems are great cost-saving measures. This technology frees up your team’s time so they can focus on high value-add tasks. And, they allow your business to hire skilled employees who can handle more than just manual call routing requests. The savings can be huge given that IVR payment systems come with built-in functionality for contact centers and communications. 

Four tips for choosing the best IVR payment provider for your needs

When picking the right IVR payment provider, keep these questions in mind.

1. Is the IVR payment tool secure and compliant? 

An IVR payment system should be inherently secure and compliant with PCI DSS, especially if your business operates in a highly regulated industry like healthcare, insurance, or law. Think about factors like, whether communications are encrypted, and to what degree. Does the system meet the specific compliance requirements for your industry?

Plivo, for example, comes with advanced security features and can help you stay PCI DSS, HIPAA/HITECH, SOC 2, and GDPR compliant. We use an industry-leading platform for our payment transaction security. All credit card information is encrypted using AES-256, so we don’t store any of your customers’ sensitive information. 

We also uphold high standards with our service-level agreements to all customers, where we respond to priority one business-critical incidents around the clock, 365 days a year. We also monitor our infrastructure through two network operations centers (NOC) and security operations centers (SOC) and use third-party notification and alert systems to identify and manage threats.

This ensures you and your customers are secure. At Plivo, we believe that businesses of all sizes should get premium customer support when needed, especially given the sensitive nature of online payments. 

2. Can the IVR tool integrate and scale as your business grows?

When you sign on with an IVR payment system, you want it to easily integrate with your existing phone systems, payment systems, and CRM software. Also, consider whether the provider’s system can scale with your business. As your transaction volume grows, the IVR system should be able to handle increased demand without compromising performance.

3. Can the IVR customer experience be tailored to your needs?

Choose a provider that allows you to tailor the IVR system to fit your business needs. Whether it’s customizing call flows, payment options, or language support, the system should be adaptable to your specific requirements. 

Plivo supports responses by voice or by DTMF keypresses on customers’ phone keypads. You can set up your IVR menu for additional languages so your services are available to more customers, especially in multilingual countries. 

Another thing you should also consider is the overall user experience that the provider’s IVR system delivers. The system should be intuitive, user-friendly, and designed to make the payment process as simple and efficient as possible for both your team and customers. For example, Plivo provides easy-to-use APIs and XML that make it straightforward to create custom IVR flows, designed for your specific needs. 

4. Is the IVR system reliable with good customer support?

Check the provider’s track record for reliability and uptime. A good provider should offer a robust infrastructure with minimal downtime, ensuring that your IVR payment processing is always available for customers. 

While you’re at it, make sure you also evaluate the level of customer support offered by the provider. Look for providers that offer 24/7 support and have a reputation for responsive and knowledgeable service, which is essential if any issues arise.

Plivo: Best IVR payment service provider

Plivo’s Voice API gives you full control over your IVR system, helping you deliver exceptional customer experiences while lowering operational costs. Plivo supports over 220 countries and territories, has seven global points of presence, and has 99.99% uptime SLAs available. Plivo offers competitive advantages such as:

• Ease of use: Plivo’s APIs and XML simplify the process of creating and managing custom IVR flows. Design complex, multi-step customer interactions without needing extensive technical expertise.
• Flexibility: Plivo supports both voice inputs and DTMF (keypad) responses, allowing customers to interact with your IVR system in the way that’s most convenient for them, enhancing user experience.
• Outbound IVR: Plivo enables the creation of custom IVR menus for outbound calls, which are perfect for applications like customer surveys, reminders, or voting.
• Scalability: Plivo’s platform is built to handle large volumes of calls efficiently. With its global reach and high availability, your IVR system can scale as your business grows without compromising performance.
• Security: Plivo offers secure cloud communication services, ensuring that your IVR system complies with industry standards like PCI DSS, GDPR, and HIPPA. This guarantees that customer data is handled securely, building trust and maintaining compliance.

Developers can easily integrate automatic speech recognition (ASR) to ensure your system responds to customers whenever and however they choose to connect. 

Setting up an IVR phone tree with Plivo is straightforward. Configure a Plivo number to interact with your web app, which will then deliver a menu and route calls based on customer input. For detailed instructions, refer to Plivo’s product documentation.

Ready to get started with IVR payments for your business? Request a trial with Plivo.

Business is booming for IVR systems — and this market segment is poised for even more growth. 

Fueled by the increasing adoption of cloud-based customer experience tools, the interactive voice response (IVR) system market is projected to reach $8.30 billion by 2030, with a steady growth rate of 6.31% from 2024 to 2030. 

Businesses of all sizes can utilize the benefits of IVR systems. Small to medium-sized companies can take advantage of IVR’s versatility and adaptability. For enterprises, these tools run 24/7, allowing customers to reach a business at any hour without incurring team overtime costs.

In this guide, we’ll discuss different cloud IVR solutions, how they compare with one another, key features to consider when choosing an IVR solution, and how to select the right one for your business.

What is IVR?

Interactive voice response (IVR) is an automated telephony system companies use to manage customer calls. It provides callers with a list of options to choose from using voice or by selecting a number on their phone’s dial pad. When a customer calls a business and hears a pre-recorded voice guiding them through options like "Press 1 for account information”—that's IVR in action. 

IVR menus lead customers through a series of prompts with one of two options as the end result: 

1. Self-service resolution: If the query is straightforward, customers can solve their problems with pre-recorded self-service alternatives. For instance, if a customer wants to know their bank account balance, they can enter their account number followed by an OTP or PIN, and confirm their balance.‍
2. Connect to an agent: If the query is complex or requires human assistance, the IVR system will automatically send the customer to the right agent. Similarly, if a transaction is disputed and the customer needs help, an advanced IVR system can identify the need for specialized assistance and direct the call to the right trained agent.

In both cases, IVR menus offer a range of benefits for customers and businesses alike. 

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What are the benefits of using IVR software?

Here are the top benefits to consider as you explore your options. 

1. Improve customer service with effective call handling

The best IVR systems are designed to enable customers to resolve their queries as often as possible. An IVR solution can easily direct customers to automated inbound customer service or a knowledge base, resulting in shorter waiting times and more satisfied customers. 

2. Save operational costs by automating routine questions

By automating routine calls, you free up your team’s time for more complex issues. Investing in IVR services pays dividends. At Plivo, we’ve seen companies substantially save operational costs by implementing IVR systems. It’s even possible to keep your workforce small and mighty by implementing an IVR system that intelligently routes callers based on specific criteria. 

3. Enhance call routing and management capabilities

IVR systems quickly connect your customers to the right department or agent, cutting down on hold times and getting them to the right person faster. Imagine a customer calling with a technical issue. Instead of being bounced around, they go straight to the tech team. It's efficient, less frustrating for the customer, and helps to solve problems faster.

4. Get insight into customer behavior and queries

IVR systems can collect data on what your customers are calling about, helping you spot patterns and trends that can guide your product or service’s future roadmaps. If many callers ask about the same issue, it shows that you need to focus on and fix that issue fast. 

5. Provide round-the-clock self-service support 

Having customer service representatives on duty around the clock is not the best idea (nor the most affordable one). IVR systems are accessible around the clock and effectively handle customer calls across numerous time zones, which helps businesses solve resource management difficulties. 

Key features to look for in an IVR solution

There are a few important factors to consider while selecting an IVR system for your business. 

• Customizable call flows: A customizable call flow is a powerful tool for designing personalized IVR experiences for your callers. Create specific workflows and communication channels based on customer needs and preferences. 
• Call routing and forwarding: The best IVR systems are well-equipped to handle intelligent call routing and forwarding. That means you can set up the IVR to route calls based on CRM data or other predefined values. ‍
• Speech recognition and DTMF tones: IVR systems are designed to be convenient for both you and your customers. A dependable IVR system should have robust speech recognition and support for DTMF tones (the tones you hear when pressing phone keys). This way, customers can choose their menu option by speaking or pressing buttons, making the whole process intuitive and accessible for everyone. 
• Extensive integration: An IVR tool should seamlessly integrate with all popular business systems, including payment processing, workforce management tools, customer relationship management systems, and more. This ensures that your IVR has all the necessary intel to perform operations. 
• Analytics and reporting: Strong analytics and reporting features in your IVR system help you track call patterns and understand what your customers ask about. With this information, you can make data-driven decisions to improve your service and address any recurring issues.

The best 7 cloud IVR solutions at a glance

We’ve rounded up the best IVR services to help you choose the right platform for your needs. Read the table below for an overview of our top picks. 

The 7 best cloud IVR solutions in 2024

Here’s a rundown of the best IVR systems in the market.

1. Plivo

G2 rating: 4.5 out of 5

Plivo’s standout IVR solution is packed with fully customizable features designed to deliver all the benefits listed in this guide. It offers features like callbacks to hold customers’ place in line and reply on their voice channel, stick routing to route repeat callers to the same agent to improve experience, and feedback to collect important CSAT scores after each call automatically. Plivo’s IVR is highly popular among businesses of all sizes because of its affordability and reliability. 

Key features 

• Ease of use: Provides easy-to-use APIs and XML, making it easy to create custom IVR flows tailored to meet your business needs.
• Fully customizable: Create multi-level IVR menus tailored to your business. Design custom greetings, prompts, and messages using either pre-recorded audio or text-to-speech.
• Intelligent call routing: Advanced call routing options ensure that calls are directed to the most appropriate agent or department based on predefined criteria such as caller input, agent skills, or business hours.
• Outbound IVR support: In addition to using IVR for inbound calls, you can set up custom menus for outbound use cases such as voting and surveys.
• Global reach: Get stable connections in more than 220 countries and territories.
• Developer-friendly: Access comprehensive documentation and a helpdesk for developers.
• Reporting and analytics tools: Get insights into call patterns, customer interactions, and system performance. 
• Scalability: Easily adjusts to the needs of your business; suits growing companies perfectly.

Is Plivo right for your business?

If you are looking for a cost-effective but scalable communication solution with a user-friendly interface and robust API capability, then Plivo may be the perfect IVR system for you. It is particularly helpful for businesses that are dependable on voice and/or SMS services globally. 

Plivo pricing

Generally, Plivo's pricing is considered competitive compared to other players in the market. Please refer to the official website for more details about our pricing.

2. Twilio 

G2 rating: 4.2 out of 5 

Twilio is known for its flexibility and rich developer tools, thus becoming a favorite business option for firms that require customized communication solutions. The company’s strong global presence and reliable infrastructure ensure high service availability. 

Key features 

• Customizable call flow: Build and modify call flows using the drag-and-drop interface in Twilio Studio. 
• Call routing: Automatically route callers to the appropriate department or escalate to live agents with context collected by the IVR. 
• Extensive API library: Supports diverse communication tasks.
• Global reach: Get stable connections in more than 180 countries.
• Developer-friendly: Access comprehensive documentation and a helpdesk for developers.
• Scalable: It can grow as your company grows.

Is Twilio right for your business?

Twilio is well-suited for businesses that want customizable and scalable communication systems. For instance, it would be ideal for companies with strong development teams to utilize its many API options.

Twilio pricing

3. Talkdesk

G2 ratings: 4.4 out of 5

Talkdesk is popular because of its friendly user interface and reliable customer support.  

Key features 

• Multi-level IVR: Set up multiple customizable menus, levels, and prompts.
• Customizable call routing: Multiple routing options are available.
• AI-powered tools: Use functions like predictive dialing and speech analytics.
• Seamless integrations: Integrates well with popular CRM software like Salesforce.  

Is Talkdesk right for your business?

If you need a reliable, easy-to-use call center solution with advanced AI features and seamless CRM integration, Talkdesk could be a good match for your business.

Talkdesk pricing

4. CallHippo

G2 rating: 4.4 out of 5 

CallHippo is loved for its cheap cost and ease of use. This IVR is a great option for small to medium businesses that need a straightforward, functional solution.

Key features 

• Multi-level IVR menus: Create multi-level IVR menus to route calls intelligently based on predefined criteria.
• Customizable IVR menu: Customize call flow based on your needs.
• Call routing: Automate call distribution using smart call routing based on various parameters.
• Analytics tools: Get detailed insights into call data, performance metrics, and agent productivity. 
• Integrations: Integrates well with popular third-party tools like Zapier, Pipedrive, and HubSpot.

Is CallHippo right for your business?

If you are a small or medium-sized business looking for an inexpensive, easy-to-install IVR solution, CallHippo may be your best bet.

CallHippo pricing

5. Dialpad

G2 rating: 4.2 out of 5 

Dialpad is on this list for its advanced VoIP features and seamless integration with Google Workspace and Microsoft Office 365. It's ideal for businesses looking for a modern, cloud-based communication solution.

Key features 

• Easy setup and customization: Create and customize call flows easily using their online dashboard.
• Call routing and forwarding: Set up call forwarding to multiple numbers.
• Analytics tools: Get real-time tracking of important metrics.
• Integrations: Integrates with popular tools like Salesforce, Zendesk, Google Workspace, HubSpot, and Microsoft Teams.

Is Dialpad right for your business?

Dialpad is perfect for businesses that need advanced VoIP features and strong integrations with other business tools. It’s beneficial for remote teams.

Dialpad pricing

6. Genesys Cloud CX

G2 rating: 4.3 out of 5

Genesys Cloud CX is an AI-powered contact center platform that enhances customer and employee experiences. It features easy-to-use tools like drag-and-drop flow building, omnichannel bot support, and advanced speech recognition, making it ideal for businesses needing a scalable and versatile IVR solution.

Key features 

• Drag-and-drop flow builder: Create multilevel IVR interaction flows and menus using a simple drag-and-drop interface.
• Omnichannel bot support: Design and manage self-service flows in one app, making them available on voice, web, SMS, or messaging channels with full context.
• Speech enablement: Automatic speech recognition for menus or integration with native and third-party natural language understanding (NLU) for improved accuracy.
• Customer identification and personalized routing: Identify customers and verify their identity during self-service.
• Open APIs: Use public APIs to better manage and configure call flows, audio prompts, and other data.
• Visual and adaptive IVR: Provide intuitive touchscreen navigation for customers and build self-service applications that adapt to real-time customer journeys across channels.

Is Genesys Cloud CX right for your business?

Genesys Cloud CX is ideal for businesses seeking a comprehensive, scalable, and AI-powered IVR solution. The platform’s extensive integration capabilities and omnichannel support make it a versatile choice for companies across various industries, from healthcare to retail.

Genesys Cloud CX pricing

7. Nextiva 

G2 rating: 4.5 out of 5

Nextiva is a unified, AI-powered customer experience platform. As part of its contact center solution, it offers both a basic IVR and an advanced IVR. What makes Nextiva stand out from other IVR services is its AI-powered tools, which enable customers to speak in their natural language, state their requests, and get help instead of relying on a long list of IVR menus. 

Key features 

• Conversational AI: Offers open-ended prompts, automates routing intelligently, queues callback, and more. 
• Speech recognition and text-to-speech: Integrates with advanced speech technologies to offer voice commands and text-to-speech capabilities
• Customizable call flows: A web-based portal offers pre-built templates and drag-and-drop functionality for easily creating and managing call flows. 
• Virtual agents: Automate routine interactions using AI-powered virtual agents, freeing up human agents for more complex tasks.
• Integrations: Seamlessly connects with CRM systems, databases, and other tools.
• Analytics tools: Provides comprehensive analytics on call interactions.

Is Nextiva right for your business?

Nextiva is an excellent choice for businesses seeking a robust, scalable IVR solution. Its advanced call routing, integration capabilities, and AI-powered features suit companies of all sizes. 

Nextiva pricing

Get started with Plivo today

The right IVR solution is different for every business. Start by understanding your business’s needs and goals, listing specific must-have and nice-to-have features like customization, global presence, and customer support.  

Think Plivo might be the right IVR solution for your needs? Get started with Plivo.

One time you can be sure to have your customers’ attention is when they call you. Many callers spend a few moments on hold on their way to getting their questions answered. Don’t waste those precious seconds — use them wisely by giving callers information they can use.

It’s a rare business nowadays that keeps a human receptionist on the payroll to answer customers’ phone calls. Instead, most companies use interactive voice response (IVR) — automated technology that speaks a menu of options and lets users make choices by speaking or pressing a phone keypad key.

Plivo makes it easy to create an IVR menu tree in a couple of ways. Our PHLO visual workflow design tool lets you drag components onto a canvas and use them as building blocks for your menu tree; we wrote a blog post that walks you through the process. Or you can write an IVR menu with your favorite SDK and Plivo XML documents. It’s not drag-and-drop, but it’s pretty easy — and it’s what you need to do to take advantage of this tip.

From IVR to OIC

When you forward a call to an extension, sometimes it gets queued up waiting to be answered. If you had a customer’s attention, even if just for a few seconds, what would you communicate to them?

PreAnswer lets you specify what happens after a call is transferred but before it’s picked up. Some companies squander those seconds playing inoffensive music. But there are better possibilities.

For instance, suppose you’re a restaurant and you have a daily special, or maybe you’re a retailer with a one-day sale. You can put text that describes the deal into a file that your application can open and read out using text-to-speech.

Or suppose you’re transferring a call to a department that gets the same questions over and over. You could record answers to common questions and play them to callers. If you answer a customer’s question with recorded information they’ll hang up satisfied, and you’ll have freed up an employee’s time.

Tech specs

Here’s how it works on a technical level. Plivo lets you control call flows with XML code. The PreAnswer XML element lets you embed any of three other elements:

• Speak plays specified text using text-to-speech. The Speak XML element tells Plivo to generate spoken audio, powered by Amazon Polly. We support 27 languages and more than 40 voices, and by using Speech Synthesis Markup Language (SSML) you can control pronunciation, pitch, and volume to make the spoken words sound more natural and less machinelike.
• Play plays audio in MP3 or WAV format.
• Wait waits silently for a specified number of seconds.

When you forward a call, you can specify the PreAnswer element with an embedded Speak or Play element.

Speak friend and enter

Here’s a little Python code that shows how to use the Speak element. Suppose you put the messages you want spoken in a text document called speak_input.txt:

Thanks for being patient. To compensate you for your time on hold, we’re offering a 50% discount on a yearly subscription. Use the discount code “hold50” when you sign up. Someone will be with you shortly.

This code opens that file, reads the text, and adds it to the Speak element.

from plivo import plivoxml

preanswer_message_file = open("speak_input.txt", "r")

preanswer_message = preanswer_message_file.read()

response = plivoxml.ResponseElement()

response.add(plivoxml.PreAnswerElement().add(plivoxml.SpeakElement(preanswer_message)))

Play on words

Alternatively, you could record your message (in this example in a file called sales_discount.mp3 that lives on Amazon S3) and use the Play element.

from plivo import plivoxml

preanswer_play = “https://s3.amazonaws.com/sales_discount.mp3”

response = plivoxml.ResponseElement()

response.add(plivoxml.PreAnswerElement().add(plivoxml.PlayElement(preanswer_play)))

Wait a moment

Sometimes you might want a few seconds of silence before you speak or play a message. This code uses the Wait element to pause for 10 seconds.

from plivo import plivoxml

response = plivoxml.ResponseElement()

response = (plivoxml.PreAnswerElement().add(plivoxml.WaitElement(None).set_length(10)))