IVR & Call Routing
IVR Call Routing Software — Route Callers Fast, Reduce Missed Calls
Build inbound call flows with IVR menus, business hours, language routing, queues, and voicemail. SimpleCallCenter keeps it simple for small teams — and pricing stays usage-based with no per-seat fees.
- Business hours routing
- IVR menus (DTMF + optional speech)
- Queues + voicemail fallback
What IVR call routing should accomplish
- •Route callers correctly (support, sales, billing, language, location).
- •Reduce wait times with queues and better distribution.
- •Handle after-hours with business-hours rules and voicemail fallback.
- •Create accountability with call logs, missed-call alerts, and reporting.
The goal isn’t “fancy menus.” It’s getting the caller to the right person quickly and reliably.
A typical IVR + routing flow
Keep it short, keep it clear, and make sure there’s always a fallback.
1) Greeting
Play a short greeting and set expectations.
2) Menu
DTMF options, and optional speech for faster navigation.
3) Routing
Route to the right queue/team based on selection, hours, and rules.
4) Fallback
If no answer: voicemail, callback process, or missed-call alerts.
IVR and routing capabilities for real support teams
Business hours & after-hours handling
Different behavior during business hours vs after-hours — including voicemail and notifications.
Queues and distribution
Route calls into queues so callers don’t bounce between people, and teams can manage workload.
Language-aware menus
Offer language selection and route callers to the right agents or queues.
DTMF menus + optional speech
Keypad menus are universal. Speech is optional when you want faster navigation.
IVR best practices (quick and practical)
Keep menus short
3–5 options is usually enough. If everything is “Press 7,” callers get frustrated.
Always offer a fallback
If nobody answers, route to voicemail and notify the right team for follow-up.
Route by business hours
After-hours should have a different path (voicemail, emergency line, callback workflow).
Build a better inbound call flow
Set up IVR menus, routing rules, and queues — then improve over time with reporting and optional add-ons.