AI-powered IVR that understands speech or keypad input
SIPX IVR answers calls to your company number, understands what callers say or press, answers questions with your company’s information and routes them to the right agent, queue, person or voicemail. The same designer builds flows for WhatsApp, web chat and SMS.
- Hybrid menu: callers speak or press keys, and the AI understands both.
- “Create with AI”: describe your IVR in plain words and review the draft.
- Colombian public holidays calculated automatically, each with its message.
- Analytics on containment, intents, sentiment and drop-off by step.
What SIPX IVR is
SIPX IVR is an AI virtual receptionist within SIPX Cloud. It answers calls to the company number, understands what the caller says or presses, answers questions from the company’s knowledge base and routes to an agent, a queue, a person or voicemail. In SIPX Admin it is called Flows.
A typical call goes like this: the call comes in, the IVR greets the caller (“Hi, how can I help you?”), understands speech or keypad input, resolves with the knowledge base and the CRM, and routes to the right agent, queue or person.
The IVR speaks and understands Spanish (Colombia, Mexico and Spain) and English (United States and Canada) with neural voices. A single flow can offer language selection.
Who it’s for
- Corporations that want a reception IVR for their main line.
- Contact centers that need an AI IVR in front of their queues and bots on digital channels.
- Healthcare: appointment IVR with business hours and holidays, API integration with the scheduling system and reminders with confirmation.
- Education: IVR and web chat for family support.
- Government: IVR for citizen service lines.
- Small and midsize businesses that want an IVR for their main line.
Key features
Speech or keypad: hybrid IVR
The menu listens for speech and keypad input at the same time. It recognizes the option name, its synonyms (up to 10 per option) or a spoken number (“two”). If what the caller says doesn’t match, the AI picks the closest option only when it is confident enough; if not, it asks again. It also understands negations such as “I don’t want sales.”
- One- or two-digit keypad menus with up to 30 options.
- Direct dialing to an extension, by keypad or spoken (“two zero zero three”), limited to the company’s own extensions to prevent fraud.
Conversational AI assistant
Callers speak naturally. The AI detects intent and sentiment, asks for missing details, answers from the company’s knowledge base (documents and up to 5 web pages) and hands off to an agent when the caller asks, gets frustrated or confidence is low. The keypad always works as a fallback.
“Create with AI” and visual designer
The administrator describes the IVR in their own words and the AI builds a valid draft with greeting, options, destinations and business hours. It uses existing queues and flags any that are missing. The draft is never published on its own: a person reviews and publishes it.
The visual designer is a drag-and-drop canvas with a properties panel, live validation and a “Test call” simulator (keypad, phrases and real voice) so you can test before publishing.
- Versions and environments: draft, testing and production; publish, restore, roll back and scheduled publishing.
- Flow export and import, and per-flow permissions.
- Your own WAV audio or text-to-speech with neural voices.
Business hours, holidays and languages
Business hours by time slots (day and night, several per day), Colombian public holidays calculated automatically (including those moved under the Emiliani Law and Holy Week) and custom dates, each with its own message. The “Change language” block and the language-selection template let you serve callers in Spanish and English.
From voice to WhatsApp, and the queue experience
During a call, the IVR can send a template to the caller’s WhatsApp and continue the conversation there. The queue flow defines what callers hear while they wait: position, estimated wait time, music and offers such as a callback, voicemail or continuing on WhatsApp.
- Blocks for surveys (CSAT, NPS, yes/no or open), recording with consent, tagging or dispositions, data capture, conditions, webhook/CRM, queue, extension, external number, voicemail and reusable modules, among others.
Analytics
- Calls per day, containment (what the IVR resolved on its own), transfers, voicemail, abandoned calls and handoffs to a human.
- Average duration, top intents, sentiment and drop-off by step.
- Heat map over the flow design, milestone funnel and step-by-step replay of each call (30-day history).
- Call details with an AI summary, path and transcript.
Integrations
During the call, the IVR queries the company’s CRM and systems through HTTPS webhooks, with templates for HubSpot, Salesforce, Zoho, Dynamics 365, an in-house CRM and databases through a company API. It supports OAuth connections, HMAC signing, variables and encrypted secrets. A sensitive intent, such as checking a balance, can require validated identity before routing.
- SIPX SBC: delivers each number (DID) to the IVR.
- SIPX Contact Center: provides the IVR’s destination queues.
- WhatsApp Business (Meta), web chat and SMS: digital flows connect to the contact center’s channels.
Requirements, data and security
- Calls arrive through SIPX SBC, and each number is assigned to a published flow in SIPX Admin.
- Destination queues are SIPX Contact Center queues or extension groups.
- Card and ID numbers can be masked in transcripts if configured.
- Configurable retention of personal session data, from 7 to 3,650 days (180 by default); after that, the number, transcript and variables are deleted and only what analytics needs is kept.
- Speech is processed turn by turn, so there is a brief pause before each reply; callers can interrupt a message with a key press, not with their voice.
How it’s implemented
Timelines and scope are defined by an advisor based on the number of flows, languages and integrations.
- Meeting with an advisor and a demo of the AI IVR with your company’s data.
- Company setup in SIPX Cloud with the SIPX IVR module enabled.
- Voice connection: SIPX SBC in the cloud or on your premises, with your carrier’s trunks set up from templates.
- Flow design with “Create with AI” or in the visual designer, testing in the simulator and publishing.
- Assigning each number to its flow, queue or person, and connecting your CRM if needed.
Frequently asked questions
Does the IVR understand speech or only keypad input?
Both. Callers can say the option, a synonym or the number, or press a key; the AI understands and asks again if it isn’t sure.
Is it hard to build an IVR?
No. With “Create with AI” you describe what you need and the flow is built as a draft for you to review. There is also a visual designer with a simulator to test before publishing.
Does it handle business hours and holidays?
Yes: business hours by time slots, Colombian public holidays calculated automatically (including the Emiliani Law and Holy Week) and custom dates, each with its own message.
Can it answer frequently asked questions?
Yes, using your company’s knowledge base (documents and up to 5 web pages). It hands off to an agent when the caller asks, gets frustrated or the AI isn’t confident.
Which languages does it support?
Spanish (Colombia, Mexico and Spain) and English (United States and Canada), with neural voices. A single flow can offer language selection.
Does it connect to my CRM?
Yes. During the call it queries HubSpot, Salesforce, Zoho, Dynamics 365, an in-house CRM or your company’s API through HTTPS webhooks. A sensitive request can require validated identity first.
Does it also work for WhatsApp and web chat?
Yes. The same designer builds flows for WhatsApp, web chat and SMS, connected to the contact center’s channels. During a call it can also send a template to the caller’s WhatsApp.
What do I need to use SIPX IVR?
Calls arrive through SIPX SBC, which delivers each number to the IVR, and destination queues are SIPX Contact Center queues or extension groups. An advisor reviews your case.
How much does it cost?
Pricing is quoted based on users and modules. An advisor will prepare a quote based on the numbers, flows and integrations you need.
Related products
They all share the same users, numbers and data on SIPX Cloud.
- SIPX Contact CenterCloud contact center with voice, WhatsApp, web chat, email and SMS in one inbox. Dialer, live monitoring, AI quality, WFM and Colombian compliance tools.Learn more
- SIPX ConnectCloud phone system with chat, video meetings and AI voicemail right in the browser. Choose the Small, Medium or Full edition of SIPX Connect for each user.Learn more
- SIPX SBCSession Border Controller for Microsoft Teams Direct Routing, SIP trunks and PBXs, with anti-fraud, high availability and concurrent-session licensing.Learn more
- SIPX AdminManage users, extensions, numbers, IVR, recordings and call quality for your company from the browser, with SSO, audit trail and Microsoft 365 user sync.Learn more
One platform, one provider, one bill.
We’ll show you Connect, the AI-powered IVR, the contact center and the Service Desk running with your company’s data.
- Nothing to install: it runs in the browser
- AI included in every product
- Pay for what you use: Small, Medium or Full