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Improve your customer experience without adding complexity for agents. - Chat bubble with clock Call routing Route calls to the right person or department automatically to assist customers quickly. - Mobile notification Agent escalation Escalate calls to agents who can use context gathered by the IVR to pick up where it left off. - Package with heart Self-service automation Complete order processing, bill pay, appointment scheduling, and information retrieval without an agent. - User speech bubble AI virtual agents Deflect calls to virtual agents that can provide conversational AI experiences to save agent bandwidth. - Chat Bubble Proactive notifications Confirm appointments, provide critical account updates, and confirm delivery details quickly and easily. - Earth with a chat bubble icon Emergency notifications Make it easy for people to get critical information at scale without tying up phone lines. ## How to build a modern IVR Create a custom IVR solution to expand and modernize your contact center. How to build itHow it works **Improve the customer experience with your IVR** Help customers find what they’re looking for sooner with an IVR that goes beyond button-pushing menus. Deliver contextual intelligent self-service. **Decrease pressure on live agents** Manage call volumes with an IVR workflow that automates basic tasks to preserve agent resources for the most critical calls. **Make agents more efficient** Collect context from the customer’s IVR interaction so agents have a full picture of the situation by the time a call is escalated to them. [Start for free](https://www.twilio.com/try-twilio) ## Twilio products for IVR Build a modern IVR solution with a strong connectivity foundation and customize with the exact functionality you need. | **Step to setup** | **Options** | **Features** | **Learn more** | | --- | --- | --- | --- | | **1\. Phone number** | - Buy a Twilio phone number
- Port in a phone number | 200+ number types, 100+ countries
Use your existing number | [Explore phone numbers](https://www.twilio.com/en-us/phone-numbers)
- | | **2\. Connectivity** | - Use Twilio Super Network
- Bring your own carrier (BYOC) | 4,500 global carrier connections
Use your existing PSTN carrier | [Explore Super Network](https://www.twilio.com/en-us/super-network)
[Explore BYOC](https://www.twilio.com/docs/voice/bring-your-own-carrier-byoc) | | **3\. Build** | - Code with TwiML

- Drag and drop in Studio | , ,
commands to
handle common tasks
Low/no-code editor, templates for IVR flows | [Explore TwiML](https://www.twilio.com/docs/voice/twiml)
[Explore Studio](https://www.twilio.com/en-us/serverless/studio) | | **4\. Channels** | - Make or receive calls with Voice APIs

- Send follow-up texts with Messaging | Text-to-speech, call
recording, Voice
Intelligence and Voice
Insights
SMS, MMS, WhatsApp, reliable real-time delivery | [Explore Voice](https://www.twilio.com/en-us/voice)
[Explore Messaging](https://www.twilio.com/en-us/messaging) | [Start for free](https://www.twilio.com/try-twilio) [View pricing](https://www.twilio.com/en-us/pricing) ## Build and launch your new IVR in days Sign up for a free Twilio account to start building your new IVR flows today. Use quickstarts, up-to-date docs, the Twilio CLI, and Code Exchange to build a prototype quickly. Python logoRuby logoPHP logoJavaScript logoJava logoC# logo ```python from twilio.twiml.voice_response import VoiceResponse from ivr_phone_tree_python import app from ivr_phone_tree_python.view_helpers import twiml @app.route('/') @app.route('/ivr') def home(): return render_template('index.html') @app.route('/ivr/welcome', methods=['POST']) def welcome(): response = VoiceResponse() with response.gather( num_digits=1, action=url_for('menu'), method="POST" ) as g: g.say(message="Thanks for calling the E T Phone Home Service. " + "Please press 1 for directions." + "Press 2 for a list of planets to call.", loop=3) return twiml(response) @app.route('/ivr/menu', methods=['POST']) def menu(): selected_option = request.form['Digits'] option_actions = {'1': _give_instructions, '2': _list_planets} if option_actions.has_key(selected_option): response = VoiceResponse() option_actions[selected_option](response) return twiml(response) return _redirect_welcome() ``` ```ruby require 'twilio-ruby' class TwilioController < ApplicationController def index render plain: "Dial Me." end # POST ivr/welcome def ivr_welcome response = Twilio::TwiML::VoiceResponse.new response.gather(num_digits: '1', action: menu_path) do |gather| gather.say(message: "Thanks for calling the E T Phone Home Service. Please press 1 for directions. Press 2 for a list of planets to call.", loop: 3) end render xml: response.to_s end # GET ivr/selection def menu_selection user_selection = params[:Digits] case user_selection when "1" @output = "To get to your extraction point, get on your bike and go down the street. Then Left down an alley. Avoid the police cars. Turn left into an unfinished housing development. Fly over the roadblock. Go passed the moon. Soon after you will see your mother ship." twiml_say(@output, true) when "2" list_planets else @output = "Returning to the main menu." twiml_say(@output) end end ``` ```php _thankYouMessage = 'Thank you for calling the ET Phone Home' . ' Service - the adventurous alien\'s first choice' . ' in intergalactic travel.'; } /** * Responds with a welcome message with instructions * * @return \Illuminate\Http\Response */ public function showWelcome() { $response = new Twiml(); $gather = $response->gather( [\ 'numDigits' => 1,\ 'action' => route('menu-response', [], false)\ ] ); $gather->say( 'Thanks for calling the E T Phone Home Service.' . 'Please press 1 for directions. Press 2 for a ' . 'list of planets to call.', ['loop' => 3] ); return $response; } /** * Responds to selection of an option by the caller * * @return \Illuminate\Http\Response */ public function showMenuResponse(Request $request) { $selectedOption = $request->input('Digits'); switch ($selectedOption) { case 1: return $this->_getReturnInstructions(); case 2: return $this->_getPlanetsMenu(); } $response = new Twiml(); $response->say( 'Returning to the main menu', ['voice' => 'Polly.Amy', 'language' => 'en-GB'] ); $response->redirect(route('welcome', [], false)); return $response; } ``` ```js const VoiceResponse = require('twilio').twiml.VoiceResponse; exports.welcome = function welcome() { const voiceResponse = new VoiceResponse(); const gather = voiceResponse.gather({ action: '/ivr/menu', numDigits: '1', method: 'POST', }); gather.say( 'Thanks for calling the E T Phone Home Service. ' + 'Please press 1 for directions. ' + 'Press 2 for a list of planets to call.', {loop: 3} ); return voiceResponse.toString(); }; exports.menu = function menu(digit) { const optionActions = { '1': giveExtractionPointInstructions, '2': listPlanets, }; return (optionActions[digit]) ? optionActions[digit]() : redirectWelcome(); }; ``` ```java package com.twilio.phonetree.servlet.ivr; import com.twilio.twiml.TwiMLException; import com.twilio.twiml.VoiceResponse; import com.twilio.twiml.voice.Gather; import com.twilio.twiml.voice.Play; import javax.servlet.http.HttpServlet; import javax.servlet.http.HttpServletRequest; import javax.servlet.http.HttpServletResponse; import java.io.IOException; public class WelcomeServlet extends HttpServlet { @Override protected void doPost(HttpServletRequest servletRequest, HttpServletResponse servletResponse) throws IOException { String mp3file = "https://raw.githubusercontent.com/TwilioDevEd/" + "ivr-phone-tree-servlets/master/et-phone.mp3"; VoiceResponse response = new VoiceResponse.Builder() .gather(new Gather.Builder() .action("/menu/show") .numDigits(1) .build()) .play(new Play.Builder(mp3file) .loop(3) .build()) .build(); servletResponse.setContentType("text/xml"); try { servletResponse.getWriter().write(response.toXml()); } catch (TwiMLException e) { throw new RuntimeException(e); } } } ``` ```csharp using System.Web.Mvc; using Twilio.AspNet.Mvc; using Twilio.TwiML; using Twilio.TwiML.Voice; namespace IVRPhoneTree.Web.Controllers { public class IVRController : TwilioController { // GET: IVR public ActionResult Index() { return View(); } // POST: IVR/Welcome [HttpPost] public TwiMLResult Welcome() { var response = new VoiceResponse(); var gather = new Gather(action: Url.ActionUri("Show", "Menu"), numDigits: 1); gather.Say("Thank you for calling the E.T. Phone Home Service - the " + "adventurous alien's first choice in intergalactic travel. " + "Press 1 for directions, press 2 to make a call."); response.Append(gather); return TwiML(response); } } } ``` #### [Build your first phone tree](https://www.twilio.com/docs/voice/tutorials/build-interactive-voice-response-ivr-phone-tree) Follow along with this quickstart to learn how to set up your first IVR phone tree with Twilio. #### [Quick deploy a basic IVR](https://www.twilio.com/code-exchange/basic-ivr) Use our pre-built app in Code Exchange to deploy a basic IVR that uses SMS and Voice in minutes. #### [Tips for speech recognition and virtual agent bots with voice calling](https://www.twilio.com/blog/tips-speech-recognition-virtual-agent-voice-calling) Improve your IVR speech recognition performance with 11 best practices from our product team. [Start for free](https://www.twilio.com/try-twilio) [View IVR docs](https://www.twilio.com/docs/voice/interactive-voice-response) ### Prefer not to code? No problem. Work with one of our trusted partners to get coding support or explore a pre-built notifications solution. [Find a partner](https://www.twilio.com/en-us/partners) ## Chime increases customer satisfaction with personalized IVR Chime built an IVR that made it easier for customers to get answers from agents quickly, but then adapted their workflows for self-service with a live agent’s help as a fall-back. Computer rocket 12% increase in CSAT Mobile phone with user and heart symbol 2 weeks to new IVR [Read Chime's story\\ \\ \\ \\ \\ An icon of a right arrow](https://customers.twilio.com/en-us/chime) ## Chope keeps restaurants booked with an IVR for reservation management Chope helps restaurants manage bookings and avoid income loss with an IVR and queuing technology that triggers outbound confirmation calls to customers with reservations. Billing icon 200% YoY increase in revenue Users with cell phone 50% reduction in no shows Mobile phone with user and heart symbol 10M+ diners served [Read Chope's story\\ \\ \\ \\ \\ An icon of a right arrow](https://customers.twilio.com/en-us/chope) ## M&S routes customers to the right person with an AI-powered IVR Marks & Spencer overhauled its IVR to handle millions of calls a month and get customers to the right person, at the right store, in record time without the need to repeat a request over and over. Phone with checkmark 90% call routing accuracy Mobile phone with user and heart symbol 10 secs saved on contact center calls [Read M&S's story\\ \\ \\ \\ \\ An icon of a right arrow](https://customers.twilio.com/en-us/marks-and-spencer) ## Why use Twilio to build an IVR solution Increase customer satisfaction while reducing cost to resolution. ### Scalable An icon of a plus symbolAn icon of a minus symbol Start with a single IVR add-on, or modernize your entire IVR system. With Twilio, you can scale to manage huge call volumes with self-serve automation to reduce call center costs and preserve agent bandwidth. **1M+ monthly inbound calls** handled by Marks & Spencer’s new IVR ### Intelligent experiences An icon of a plus symbolAn icon of a minus symbol Work smarter, not harder. Add AI virtual agents with one click to offer natural language assistance, instead of rigid menus that lack context and confuse. Create customized virtual agent flows that understand caller intent. **86% of consumers** say personalized experiences increase their loyalty ### Easy and flexible An icon of a plus symbolAn icon of a minus symbol There’s no need to rip and replace. Add Twilio IVR to your existing contact center to quickly expand your functionality. Then fine-tune your experience with new features or flows as you realize you need them. **97% of companies** expect to 2X their digital customer engagement investment [Contact sales](https://www.twilio.com/try-twilio) [See IVR demo](https://pages.twilio.com/2023-voice-ivr-interactive-tour-namer.html) ## See what else you can do [Support and sales](https://www.twilio.com/en-us/use-cases/support-and-sales) ###### Support and sales Amplify customer support with AI self-service, AI assistance, and cross-channel engagement. [Learn more](https://www.twilio.com/en-us/use-cases/support-and-sales) [AI agent productivity](https://www.twilio.com/en-us/solutions/agent-productivity) ###### AI agent productivity Build AI agents in a modular, flexible way. Maximize the value of self-service with AI agents that resolve requests faster. [Learn more](https://www.twilio.com/en-us/solutions/agent-productivity) [Contact center](https://www.twilio.com/en-us/flex/use-cases/contact-center) ###### Contact center Support customers your way with contact center tools that adapt as your business grows. [Learn more](https://www.twilio.com/en-us/flex/use-cases/contact-center) [Call tracking](https://www.twilio.com/en-us/use-cases/call-tracking) ###### Call tracking Turn call data into action with tracking that reveals ROI, intent, and customer sentiment. [Learn more](https://www.twilio.com/en-us/use-cases/call-tracking) [See all use cases](https://www.twilio.com/en-us/solutions#use-cases) ## FAQs ### How customizable and flexible is Twilio’s IVR platform? Can I modify menus and workflows easily? An icon of a plus symbolAn icon of a minus symbol Yes, the Twilio platform is built to be flexible and modular, so you can build the exact solution you need for your use case. You won’t be restricted by out-of-the-box workflows. You can fine-tune your menus and workflows through Twilio Studio’s visual editor and publish them in real-time. [Here’s a tutorial on how to customize workflows with Twilio Studio.](https://www.twilio.com/en-us/blog/archive/2018/customize-phone-call-workflows-twilio-studio-taskrouter-html) ### What integrations does Twilio IVR support with CRMs, helpdesk, and other software? An icon of a plus symbolAn icon of a minus symbol The Twilio platform seamlessly integrates with your tech stack. Because it’s modular by nature, our IVR solutions work with a wide range of CRMs, help desk software, UCaaS, CCaaS, on-prem software, and business applications. Whether you use Salesforce, Zendesk, HubSpot, [Avaya Aura](https://www.twilio.com/en-us/resource-center/integrate-twilio-with-avaya-aura-contact-center) or [Cisco UCCE](https://www.twilio.com/en-us/lp/modernize-ucce-with-ai-and-live-handoffs?_gl=1*97h250*_gcl_au*MTk1NjQzMDUyOC4xNzU1MDk4NTU0*_ga*OTE0OTIzNTA0LjE3Mjk4NzIzNjg.*_ga_RRP8K4M4F3*czE3NTgyMjQxODYkbzkxOCRnMSR0MTc1ODIyNzIzOSRqNTgkbDAkaDA.), you can connect your Twilio IVR to retrieve customer data, update records, or trigger workflows. This integration flexibility means you can modernize your IVR without ripping and replacing your existing infrastructure. ### Does the IVR support AI-powered natural language processing for better customer experience? An icon of a plus symbolAn icon of a minus symbol Yes. Twilio IVR solutions can be paired with Conversational Intelligence to understand natural language, generate summaries, analyze sentiment, and create transcripts. You can also use a native integration between Twilio Voice and [Google Dialogflow CX](https://cloud.google.com/products/conversational-agents) to create rich conversational AI experiences through Dialogflow's Interactive Voice Response (IVR). You can also integrate ConversationRelay into your IVR for a voice AI agent that provides human-friendly experiences. This allows customers to speak fluidly with a Voice AI agent instead of navigating rigid keypad menus to make interactions more efficient. ConversationRelay can be given access to customer profiles to bring context to the conversation in real-time. Your Voice AI agent can reference recent purchase or customer support inquiries to speed up interactions. Learn more about [ConversationRelay](https://www.twilio.com/en-us/products/conversational-ai/conversationrelay) and [Conversational Intelligence.](https://www.twilio.com/en-us/products/conversational-ai/conversational-intelligence) And for more advanced tips, check out our [post on speech recognition and virtual agent bots with voice calls.](https://www.twilio.com/en-us/blog/tips-speech-recognition-virtual-agent-voice-calling) ### What is the pricing model for Twilio IVR? An icon of a plus symbolAn icon of a minus symbol Twilio offers transparent, pay-as-you-go pricing for IVR solutions, with no long-term contracts or upfront commitments required. Twilio pricing is usage-based, so it provides cost flexibility to scale up or down as you need. [View our pricing page for more detailed information.](https://www.twilio.com/en-us/pricing) ### How quickly can I deploy or update my IVR system? An icon of a plus symbolAn icon of a minus symbol You can design, test, and update your IVR quickly—often within hours or days vs. weeks or months. The timeline depends on the complexity of your IVR flows. A simple IVR can be set up with Twilio’s visual builder, Studio, in 30 minutes. Or you can build a custom IVR with complex workflows and features, like database lookups, integrations, and speech recognition in hours or days. Here’s our guide on [How to build an IVR with Twilio Studio](https://www.twilio.com/docs/studio/tutorials/how-to-build-an-ivr). You can also start with our [code sample for a basic IVR](https://www.twilio.com/code-exchange/basic-ivr) to speed up your development. ### Can I build a Twilio IVR without technical expertise? An icon of a plus symbolAn icon of a minus symbol With Twilio Studio, you can create and modify IVR call flows using an intuitive drag-and-drop interface without the need for technical coding skills. Studio is a visual workflow builder that allows you to build workflows for your IVR, like how to handle incoming calls, gather input and route customers to the right team. If you have more complex workflows or integrations for your IVR, you may need to pull in a person with technical expertise to help or advise on the best way to build it. Here’s our guide on [How to build an IVR with Twilio Studio](https://www.twilio.com/docs/studio/tutorials/how-to-build-an-ivr). ### Is Twilio IVR scalable to handle peak call volumes and business growth? An icon of a plus symbolAn icon of a minus symbol Yes, Twilio’s cloud-based infrastructure is designed to scale elastically. It can automatically handle spikes in call volume from tens to millions of calls without interruption. Your IVR system will be reliably available during peak periods, like seasonal spikes or unexpected surges. Learn more about [Twilio infrastructure](https://www.twilio.com/en-us/global-infrastructure) and how we deliver on our commitment to [reliability](https://www.twilio.com/trust/). ### How does Twilio ensure security and compliance with regulations like GDPR, HIPAA, or PCI? An icon of a plus symbolAn icon of a minus symbol Twilio is committed to security and compliance and has built features into every layer of our platform. When you build your IVR flows, there are a number of best practices you can follow to handle data securely: - Always use TLS to encrypt data transmitted between your IVR, Twilio, and backend storage - Use strong authentication protocols for people accessing IVR data - Collect only the data you need for the IVR workflow and avoid storing sensitive information unless necessary - Use features like PII Redaction and Voice Recording Encryption - Security by design principles throughout the product lifecycle. See our [commitment to security to learn more about our credentials and standards.](https://www.twilio.com/en-us/security?_gl=1*bcbmfq*_gcl_au*MTk1NjQzMDUyOC4xNzU1MDk4NTU0*_ga*OTE0OTIzNTA0LjE3Mjk4NzIzNjg.*_ga_RRP8K4M4F3*czE3NTYyMzUyNzYkbzgyOCRnMSR0MTc1NjI0NDY1NCRqMzQkbDAkaDA.) ### What analytics and reporting features are available to help optimize IVR performance An icon of a plus symbolAn icon of a minus symbol Twilio offers built-in analytics through Voice Insights, which delivers quantitative metrics such as call duration, call quality, and branded calling impressions. Conversational Intelligence adds the qualitative context behind those numbers by capturing sentiment analysis, script adherence for live agents, and virtual agent performance through the ConversationRelay connector. Together, they provide a complete 360° view of your customer experience and the measurable ROI stakeholders expect. You also have the freedom to integrate third-party analytics tools for deeper analysis. See what you can do with [Voice Insights](https://www.twilio.com/voice/insights) and [Conversational Intelligence.](https://www.twilio.com/en-us/products/conversational-ai/conversational-intelligence) ### Is there an easy way to route calls to a live agent? An icon of a plus symbolAn icon of a minus symbol You can build in logic to escalate calls to live agents from your IVR if the customer prefers to speak with a human. Twilio IVR has intelligent call routing based on caller input, interaction context, or IVR failure to ensure customers reach the right person and don’t have to repeat themselves. This approach balances the [efficient self-service of an IVR](https://www.twilio.com/en-us/blog/insights/best-practices/optimize-ivr-self-service) with personalized agent support for a human touch.