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Multi-Level IVR: Now Available for All RingCentral Office Customers


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RingCentral is excited to announce that multi-level IVR is now available and included free for all RingCentral Office customers. Multi-level IVR provides businesses with more powerful options for inbound call routing. It is a further expansion of our robust Auto-Receptionist capabilities, designed to scale and meet the needs of larger businesses.

At RingCentral, we view multi-Level IVR as table stakes and a truly powerful tool that affords system administrators the flexibility to create structured, multiple-layer phone routing menus that efficiently connect callers to individuals, call queues, or locations within an organization. It is ideal for companies with complex call routing needs, enabling phone routing management across multiple office locations via cloud-based services anywhere, anytime.

Advanced call routing to meet your customized needs

Let’s say you are a nationwide retailer with five stores around the country. To better brand your retail chain, multi-level IVR support allows you to set account-wide call routing rules to handle incoming calls across your multiple locations. You can set up a main toll-free number for your auto-attendant system and connect all local phone menus to route incoming calls to corresponding stores nationally.

Perhaps you provide services for customers who speak multiple languages. Multi-level IVR support enables you to configure separate voice menus in different languages, offering callers a bilingual auto-attendant feature based on their language selection.

Develop stronger business relationships

Providing a thoughtful customer experience is of paramount importance to any professional, modern business. Consumers today expect to be able to connect with brands in ways that are convenient and efficient for them.

Multi-level IVR enables you to provide a tailored customer experience, efficiently connecting callers to the right people in your organization, based on their own menu selections. By enabling your customers to conveniently address their needs, you improve your professional image and develop stronger business relationships.

How does it work?

RingCentral offers IVR tools to help you implement and manage your company’s phone-tree menus, easily create IVR prompts, import and export XML files, configure menus with pre-recorded prompts and text-to-speech greetings, and use the intuitive Visual IVR Editor for flexible management.

We invite you to learn more about multi-level IVR. Now this feature is included for all RingCentral Office Standard, Premium, and Ultimate customers in the US, Canada, and UK. Try it out: Let us know what you think, and share with the RingCentral community how it helps meet your business needs.

Originally published Nov 02, 2017, updated Dec 30, 2022

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