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  • Adding anInteractive Voice Response(IVR) system to your existing call center is simple with the web language you’realready using... or, alternatively with ourvisual IVR builder. Create a custom phone tree and route your callers intelligently to deliver a tailored experience.

  • STEP 1

    Answer a phone call

    To initiate the phone tree, configure one of yourTwilionumbers to send your web app an HTTP request when receiving a call.

  • STEP 2

    Respond to twilio request

    Your web app responds to Twilio’s HTTP request with a top-level menu written in TwiML. Twilio then plays the menu options and gathers input from the caller.

  • STEP 3

    Receive caller’s input

    Twilio reads the user’s input (DTMF tones) and sends an HTTP request to your server for instructions on how to respond. Because each input retrieves a separate set of instructions, you have far greater flexibility when designing, building, and updating your IVR system.

  • STEP 4

    Process the caller’s selection

    Depending on the caller’s selection, your web app instructs Twilio to play another menu, gather more information, or connect the call to another phone number.

  • STEP 5

    Route the caller

    When the caller selects to speak with an agent, the call is routed to your agent or front desk. Phonenumbers can be hardcoded or read from a database, and the endpoint can be a hard or soft phone.

Building an IVR system and phone tree
The Twilio advantage
  • Communicate reliably

    Experience a 99.95% uptime SLA made possible with automated failover and zero maintenance windows.

  • Operate at scale

    Extend the same app you write once to new markets with configurable features for localization and compliance.

  • Many channels

    Use the same platform you know for voice, SMS, video, chat, two-factor authentication, and more.

  • No shenanigans

    Get to market faster with pay-as-you-go pricing, free support, and the freedom to scale up or down without contracts.