Interactive Voice Response (IVR) | IVR System | IVR Software | IVR Number Provider – Exotel

Smart IVR

Interactive Voice Response (IVR) System for Businesses

Greet your customers with a professional interactive voice response (IVR) system provided by Exotel and route calls to the right team based on the caller’s input.



What is IVR?

Interactive Voice Response is a technology that allows a pre-recorded voice to interact with humans through voice and DTMF tones input via the keypad. Meaning, when you call, the voice on the other end will be computer-generated. You can use your phone’s keyboard to create a certain outcome.

Types of IVR


Single-level IVR

This is the simplest form of IVR. In this type, you can only add a single layer of IVR to your call flow. Single level IVR is perfect for simple use cases where one input is enough to connect an agent or trigger a message.


Multi-level IVR

You can think of multi-level IVR as an IVR within an IVR. Sometimes it’s unmanageable to create an IVR menu with a 0-9 prompt. In this case, you can use multiple layers of IVR in your call flow to streamline the workflow.

How have businesses traditionally used IVR?


With Exotel’s IVR, you can decide what your customers hear. Say for instance someone is calling for the first time, then you can play a greeting that different from when a person is calling the second or third time. Personalization is important because it helps your customer listen to more relevant information.

Gather feedback

IVR systems can be used as an effective channel to collect valuable feedback from the customer which can then be used to improve customer experience.

Be available after hours

Not all companies have a 24×7 customer support. In cases like these, IVRs can help. Simply set up with a greeting that mentions your office is closed and also mentions your work hours. This will help customers call back during your business hours.


Easy updates

This method allows your customer to pay for services availed using their mobile phones. From ordering movie tickets to home delivery, almost every division has used IVR for payments at some point.


Cash on delivery verification

Cash on delivery orders, if not verified, incur huge expenses for companies. Companies now use a simple IVR system that ensures the order is verified by the customer before it goes out for delivery. This saves time, money and human resources for the company at stake.


For local language interaction

A system that is completely automated is one of the most basic uses of IVR. It is the easiest way to communicate with people of all languages, without having to hire people who speak all these different languages.

Better customer experience

Our Smart IVR feature ensures your customers speak to the right person who can help them with what they are looking for. The easier it is for your customers to get connected to the right person, the happier your customer will be.


Automated checking for order status

With IVR, all a customer has to do is call the number given by the company, punch in his user ID and he gets the status of his order. This makes it simple for the customer while also avoiding the human intervention, thereby reducing the need for extra manpower.

Improve efficiency

With automated IVR systems, there are now streamlined processes in place. Your company is now able to have a process in place for all mundane tasks so that your staff can focus on other key activities.

Easy visual drag-drop dashboard

Just drag-drop applets and build your IVR call flow. Don’t wait for developers to code them.

Drag and drop call center software

Try Exotel’s Smart IVR Free for 7 Days!

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How IVR Works


Customer dials a business phone number

A customer reaches the number mentioned on your ad/website/app.


They hear a greeting followed by prompts

Customers are asked to input certain numbers (DTMF inputs) via their dial-pad for corresponding outcomes.

The corresponding outcome pans out

Example: Call gets connected to the correct department or the customer hears their account balance.

Here’s how our customers use IVR for their business

Ola works with Exotel to automate this process using IVR

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Swiggy uses automated IVR calls to notify the restaurant when an order is placed. This helps them save order delays.

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RedBus uses Exotel’s IVR to handle ticket cancellation and refund status enquiry

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Why is an IVR number essential for your business?


Sound professional

Greet your callers with a clear and concise IVR greeting


Route calls with ease

Press 1 for Sales, 2 for Support etc. Give your customers the best experience


Support remote working

With Exotel’s IVR number, you can work from anywhere


Smart call routing

Time-based and team-based call routing on the caller’s input through your IVR system.


Reports and analytics

Agent-wise Reporting and Call analytics everyday on a real-time basis


Scale with ease

Add/Remove agents with a click of a button. You can also scale your calls without any inhibitions!

Interactive Voice Response savings calculator

Consider a human receptionist answers 3000 calls a month, and is being paid a salary of Rs.20,000. Here is a representation of your savings potential if an IVR replaces a human


Monthly Cost for IVR ( fully automated IVR at $0.6p/min)


Monthly human receptionist cost


Your savings per month

Disclaimer: Extra charges applicable for toll free numbers
Disclaimer: Call rates vary based on volumes

Integrate our IVR system with both inbound and outbound calls


Inbound calls

If you have called a customer support number before, you must have experienced Inbound Call IVR. You can use IVR to connect the dialer to the right department, send information via SMS and more. Inbound IVR systems are popularly used for customer support, order tracking and more.


Outbound calls

IVR can be implemented for Outbound calls too. For instance, you can make automated calls with a pre-recorded message that will play when the person on the other end answers. You can use IVR to accept input from the customer. Outbound Call IVR is especially useful for feedback, surveys and COD confirmation.

Track and analyze calls on your IVR number

Improve your product/service using call recordings of your IVR calls, available in your inbox



Try Smart IVR free for 15 days


Automate your business communication with multi-level IVR number system


IVR  automation

What can you use IVR automation for?

Surveys for market research

IVR is the most economical and easiest way to conduct a market-research survey. Understand your customer demographic and decode their purchasing preferences and habits with surveys.

Feedback about customer satisfaction

IVR is the best way to collect feedback. You can also use a multilingual method to solicit feedback, thus ensuring language does not pose a problem.

Large scale employment drive

Hiring for blue-collar jobs is a challenge. A simple IVR call blast can help with the initial screening of employees. This is particularly useful for driving large-scale hiring.

Try Exotel’s Smart IVR Free for 7 Days!

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Asia’s most innovative companies use Exotel

Chirag Patel

Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.

Engineering Manager, 1mg

Shashank ND

We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.

Co-Founder & CEO, Practo

Prateek Jain

The number masking feature has been a very worthy addition to making our customer experience even better.

Former Associate Director - Driver Experience, Olacabs


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.

Senior Manager - Operations and Strategy

Praveen Kumar

Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.

Assistant Vice President, Quikr Services

Satish Chugh

Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.

Senior Manager- Last Mile Design, Ekart


The Exotel Advantage

Why Exotel is considered as the most reliable IVR service provider in India and Southeast Asia


Highly Secure

ISO 27001:2013 certified information security management system


Patented Solutions

Gain competitive advantage from patented products


Superior Quality

Best success rates, voice quality and reduced latency


Scale at Ease

Grow at will, expand without worrying about infrastructure


Superior Reliability

Best in class uptimes of 99.94% including operator uptimes


Best Support

24×7 customer support via phone, email and Twitter


How to choose the best IVR service provider in India?

Choosing a reliable IVR service provider is the key to implement a robust IVR system. Below are some of the important factors to consider:

1. Reliability: Check your service provider's uptimes as it directly affects your system. 

2. Flexible APIs: Check if your IVR service provider’s APIs are flexible and easy to implement in your backend systems.

3. Data Privacy: Always choose a company that is ISO certified and exercises enterprise-grade security practices.

4. Platform Scalability: Always choose an IVR provider that can quickly scale up or down as per your business needs.

5. Customer Support: Choose an IVR service provider that assures you of timely support in case you run into problems.

What is the cost of IVR system in India?

The cost of your IVR solution is based on your usage. We can get you a detailed summary of the pricing for your requirement.


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How customizable is SMART IVR?

IVR software is fully customisable. Depending on your needs, you can build a semi-automated IVR, where a human is involved in the call flow, or a fully automated IVR where a bot is involved or you can also build a hybrid IVR where both a human and a bot can be involved in the call flow.

What are the advantages of using an IVR?

Some of the advantages of using an IVRS number are:

1. Provide a better customer experience for your customers.
2. Get a better brand image.
3. Be available even after the business hours.
4. Handle larger call volumes with a lean team.
5. Get call information and other rich data for analytics and training purposes.
6. Scale as you wish and achieve a great level of efficiency.


What are the different types of IVR?

The different types of IVR are 'Single-Level IVR' and 'Multi-Level IVR'. Multi-Level IVRs are good for businesses with multiple departments.

Which type of IVR should I use?

We can help you out with that. Depending on your business needs, we will help build a suitable IVR flow. Contact us to know more.


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What does IVRS stand for?

IVRS stands for Interactive Voice Response System. It is a technology that allows a pre-recorded voice to interact with humans through the use of voice and DTMF tones input via the keypad. What this means is, when you call, the voice on the other end will be a computer generated voice. You can use your phone’s keyboard to create a certain outcome. For example, “Press 1 to speak to our Support team” and “Press 2 to speak to our Sales team”. Now as you press 1, you get connected to the support team (a human) at the other end and get your query solved.

How do I Sign-up for the free trial?

It's extremely simple. Click below to sign-up for a free trial, and our executives will get in touch with you for further assistance.


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What is IVR?

IVR stands for Interactive Voice Response. It is a technology that allows a pre-recorded voice to interact with humans through the use of voice and DTMF tones input via the keypad.

Additional resources for you to understand IVR better:

Know how an IVR can help your enterprise. Set up a call.