CallHippo offers two powerful IVR options, Multilingual and Multilevel, and this guide explains how each works so you can choose the right one for your business.
As businesses scale globally, effective call routing becomes essential for delivering seamless customer experiences. CallHippo’s Interactive Voice Response (IVR) solutions are designed to enhance communication across diverse customer bases, whether that means speaking a caller’s language or guiding them through a structured menu.
What Is Multilingual IVR?
Multilingual IVR lets businesses interact with callers in their preferred language, delivering localized support and a more personalized experience. A company with international customers can greet callers and guide them through the menu in their native language.
For example:
- Press 1 for English
- Press 2 for Spanish
- Press 3 for French
Once the caller selects a language, the entire IVR flow continues in that language.
What Is Multilevel IVR?
Multilevel IVR is a hierarchical call-routing system. It lets you build structured menus that route callers to the right department or team through multiple layers of options.
For example:
- Press 1 for Sales
- Press 2 for Support
- Press 1 for Technical Support
- Press 2 for Billing
Key Differences: Multilingual vs. Multilevel IVR
| Feature | Multilevel IVR | Multilingual IVR |
|---|---|---|
| Purpose | Organizes calls through multiple menu layers | Offers IVR menus in multiple languages |
| Use case | Routing based on department or service type | Serving international or multilingual customers |
| Example | Press 1 for Support, then Press 2 for Billing | Press 1 for English, Press 2 for Spanish |
| Best for | Businesses with complex internal call flows | Businesses with a global audience |
What CallHippo Offers
- Multilevel IVR: Create structured menu flows for organized call routing.
- Multilingual IVR: Offer IVR experiences in various languages to suit regional audiences.
- Custom IVR recordings: Upload personalized voice prompts for each menu or language.
- Efficient call routing: Automatically direct callers to the right agent or department.
- Real-time analytics and call reports.
You can also combine both features to deliver multilingual support with a multi-layered call menu.
How to Set Up Multilingual and Multilevel IVR
- Log in to your CallHippo dashboard.
- Go to the IVR Settings under the Call Routing section.
- Create a Multilevel IVR by adding primary and secondary menu options.
- Enable Multilingual IVR by uploading audio prompts in different languages.
- Save and activate the IVR flow.
Troubleshooting: IVR Not Working?
- Check the IVR setup: Ensure all menus and routing paths are correctly configured.
- Verify audio files: Make sure audio prompts are properly uploaded and linked.
- Place a test call: Confirm the IVR behaves as expected.
- Contact support: Email [email protected] for further assistance.
How These IVR Systems Benefit Your Business
- Minimize call wait times by guiding callers efficiently.
- Improve customer satisfaction with multilingual support.
- Enhance operational efficiency through automation.
- Build a professional brand image with structured call handling.
Frequently Asked Questions
What is the main difference between Multilingual and Multilevel IVR?
Multilingual IVR lets callers interact in their preferred language, while Multilevel IVR organizes the call flow into multiple levels to route callers to specific departments or services.
Can I use both Multilingual and Multilevel IVR at the same time?
Yes. CallHippo lets you combine both features, so callers can choose their preferred language and then navigate a structured IVR menu in that language.