IVR service for Indian businesses that take a lot of calls
Give every caller a professional welcome and get them to the right person the first time. MsgClub cloud IVR gives you a toll-free or virtual number, multi-level menus, call routing, recording and reports, with webhooks that log every call in your CRM.
- Toll-free 1800 and virtual numbers
- Calls ring your agents' mobiles
- Recording and live call reports
- API and webhooks for your CRM
What is IVR?
IVR (interactive voice response) is an automated phone system that answers incoming calls with a recorded greeting, offers a keypad menu such as press 1 for sales, and routes each caller to the right team, agent or message. Cloud IVR runs on a provider's servers, so a business needs only a number and a web panel, not hardware.
- Full form
- Interactive voice response
- Numbers
- Toll-free (1800), virtual numbers, or IVR on your existing number where supported
- Menus
- Multi-level keypad (DTMF) menus with recorded or text-to-speech prompts
- Routing
- By menu option, extension, business hours and sticky agent, with voicemail
- Call control
- Recording, masking, patching, forwarding, tracking and reports
- Integration
- REST API and webhooks:
ivr.input,call.completed,call.missed - Pricing model
- Monthly number rental plus usage for call minutes
- Hardware
- None. Managed from the web panel
Updated
How does an IVR system work?
When a customer dials your number, the IVR answers instantly, plays your greeting and listens for a keypress. Each option leads to a team, a sub-menu, a recorded message or voicemail. You design the flow once in the panel and change it whenever your teams or hours change.
- The call reaches your numberA toll-free or virtual number answers on the first ring, at any hour, even when every agent is busy.
- The greeting and menu play"Press 1 for new projects, 2 for site visits, 3 for support." Prompts can be recorded in your voice or generated from text, in English, Hindi or a regional language.
- Routing rules pick the destinationThe choice, the time of day and the caller's history decide whether the call rings a team, a specific agent, a sub-menu or voicemail.
- Your agent answers on their phoneThe call is connected to the agent's mobile or landline, and recorded if you have turned recording on.
- Everything is loggedThe call appears in reports and is pushed to your CRM by webhook with the menu choice, agent, duration and recording link.
What can MsgClub IVR do?
The call handling tools of a contact centre, delivered from the cloud and managed from one panel.
Multi-level menus
Build menus and sub-menus so callers reach billing, support or a regional team in a few keypresses. Add a professional welcome greeting and change prompts any time.
Call routing and extensions
Route by menu option, give each person or team an extension, and add several agent numbers to one option so calls do not go unanswered.
Sticky agent
Connect returning callers to the agent they spoke to before, so customers do not have to repeat their story to someone new.
Business hours and voicemail
Use different numbers in working hours and after hours, play a closed message, and let callers leave a voicemail when nobody is free.
Call recording
Record calls automatically, play or download them from the panel, and use them for quality checks, training and disputes. About call recording.
Call masking and patching
Connect customers with riders, agents or sellers through a virtual number so personal numbers stay private, or patch two parties into one call automatically. About call masking.
Call tracking and reports
See incoming, answered and missed calls, durations, menu choices, peak hours, caller location and agent performance, with daily reports by email or SMS.
Missed-call alerts
Get every missed call in reports and in your CRM by webhook, and send the caller an SMS or WhatsApp message so the lead is not lost.
API and webhooks
Push call events to your CRM as they happen, open the caller's record on the agent's screen, and start calls from your own app. See the IVR API.
How do you track IVR calls and agent performance?
The web panel shows every call as it happens and keeps a full history you can filter by date, number, menu option or agent.
- Live view of calls ringing, connected and waiting
- Incoming, outgoing and missed call counts with durations
- Which menu options callers choose, and at what hours
- Agent and team reports to plan shifts around peak hours
- Recordings linked to each call, ready to play or download
- Daily summary reports by email or SMS
Explore IVR features in detail
Which businesses use IVR?
Any business that takes a steady flow of calls and wants each one answered properly, without hiring a receptionist for every shift.
| Industry | How IVR is used | Useful features |
|---|---|---|
| E-commerce and D2C | Order status, returns and sales enquiries on one number | Menus, routing, missed-call alerts |
| Real estate | A lead line for each project or advertisement | Call tracking, sticky agent, CRM webhooks |
| Healthcare | Appointments, lab reports and department routing | Business hours, voicemail, recording |
| Education | Admissions, fee and transport queries from parents | Multi-level menus, callback requests |
| Logistics and services | Connecting customers with riders or technicians | Call masking, call patching |
| Banking, NBFC and insurance | Product enquiries and service requests routed by need | Recording, reports, routing by option |
When should you use AI voice agents instead of IVR?
IVR is the right tool when callers know what they want and you need to route them quickly. It works with keypresses and recorded prompts, and it never guesses.
When the call itself is the work, such as reminding a customer about a payment, confirming a cash-on-delivery order or qualifying a new lead, an AI voice agent can hold the conversation in Hindi, Tamil, Marathi and other Indian languages, then send the outcome to your CRM. Many teams use both: IVR on the inbound number, and AI Voice for outbound calls and after-hours enquiries.
| IVR | AI Voice | |
|---|---|---|
| Caller input | Keypad presses | Natural speech |
| Best for | Routing inbound calls | Reminders, confirmations, lead calls |
| Direction | Mostly inbound | Outbound and inbound |
| Result in CRM | Menu choice, agent, recording | Outcome, answers, transcript |
How much does an IVR service cost?
IVR pricing has two parts. The first is a monthly rental that covers your number and plan features, such as the number of agents, simultaneous calls and menu levels. The second is usage, charged for call minutes. With a toll-free number your business also pays for incoming calls, because callers do not.
We do not publish one rate card because the right plan depends on your number type, team size and call volume. See how voice services are billed on the pricing page, or ask sales for a quote.
How does IVR connect to your CRM?
Every IVR call can create or update a record in your CRM. MsgClub sends a webhook when a caller presses a key (ivr.input), when a call ends (call.completed) and when a call is missed (call.missed), with the caller number, option, agent, duration and recording link.
Any CRM that can receive a webhook or call an API works, and the same account key also sends SMS and WhatsApp follow-ups. Read the IVR API guide or the cross-channel API and webhooks overview.
How do you get started with MsgClub IVR?
- Choose your numberToll-free, virtual, or IVR on a number you already publish.
- Design the menuWrite the greeting and options; record them or use text-to-speech.
- Set routing rulesMap options to teams, agents and extensions, with hours and voicemail.
- Connect your CRMAdd a webhook address and turn on missed-call follow-ups.
- Go live and refineWatch reports and adjust the menu as you learn how customers call.
IVR use cases
Step-by-step guides with templates, best practices and what to measure.
IVR by industry
See how businesses like yours use IVR, with sample messages and ready-to-use templates.
Healthcare
Lending & subscriptions
Retail & hospitality
Education & hiring
Property
Auto & home services
Legal & finance
Business & public sector
Frequently asked questions
What is an IVR number?
An IVR number is a business phone number, usually toll-free (1800) or a virtual mobile or landline number, that is connected to an IVR menu. Callers dial it, hear your greeting and choose an option, and the system routes the call to the right team or agent's phone.
Can I add IVR to my existing business number?
Yes, in many cases IVR can be added to a number you already publish, so customers keep dialling the same number. Whether it is possible depends on the number type and your telecom provider, so share the number with our team and we will confirm the options.
Do my agents need desk phones or special hardware?
No. MsgClub IVR is cloud based, so calls are routed to your agents' existing mobile or landline numbers. You manage menus, routing, recordings and reports from the web panel, and nothing needs to be installed in your office.
How much does an IVR service cost in India?
IVR is usually billed as a monthly rental for the number and plan features plus usage for call minutes. Toll-free numbers also include the cost of incoming calls, because callers do not pay. We share a quote based on your number type, team size and call volume.
Can IVR send call details to my CRM?
Yes. MsgClub sends webhook events such as ivr.input, call.completed and call.missed to any CRM or app that can receive an HTTPS request, with the caller number, menu choice, agent, duration and recording link, so the call is logged against the right lead or ticket.
What is the difference between IVR and AI voice agents?
A traditional IVR plays recorded prompts and reads keypad input, then routes the call. An AI voice agent holds a spoken conversation in Indian languages, answers questions and records outcomes. Many businesses use IVR for routing and add AI Voice for reminders, lead qualification and after-hours calls.
How long does it take to set up IVR?
A basic menu with a greeting and a few routing options can usually be set up soon after your number is allocated and your documents are verified. Toll-free numbers can take longer because of allocation and verification steps, so plan for that before a launch.
What is the difference between IVR and a toll-free number?
A toll-free number is the phone number customers dial, and callers pay nothing for the call. IVR is the automated menu that answers the call, plays options and routes the caller to the right team. Most businesses use both together: a 1800 toll-free number with an IVR menu, recording and CRM webhooks behind it.
Related products
Use them together from the same MsgClub account, with one API and shared reports.
Start sending in minutes
Create a free account to test the panel and API, or talk to our team about volumes, DLT setup and CRM integration.