IVR

An IVR that routes every caller to the right team

A professional voice menu that greets callers, separates sales, support and branches, follows your hours and holidays, and is yours to edit from the dashboard.

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  • Multi-level menus
  • Hours & holidays
  • Self-service edits
Licensed by CSTOfficially licensed by the CST
Meta verified partnerOfficial WhatsApp API and the green tick
Hosted in Saudi ArabiaYour data and calls stay in the Kingdom
Cybersecurity compliantWe meet the cybersecurity requirements for IT companies
Local partnersSTC, Mobily, GO, Alibaba Cloud
Features

Everything you need in an IVR system

Multi-level menus

A main menu with sub-menus: 1 for sales, 2 for support, 3 for branches, each opening another level if needed.

Business hours & holidays

Different greetings and routing in hours, after hours, on public holidays and in Ramadan.

Recorded greetings

Upload a professional recording for each menu and change it for offers or seasons.

Route to queues

Each option feeds a call-center queue with fair distribution to agents.

Voicemail

After hours, callers leave a message that reaches your e-mail.

Overflow to WhatsApp

When the queue is busy, move the caller to continue on WhatsApp.

Hold music

Music or announcements instead of silence while waiting.

Call journey

See which options the caller chose and where the call ended up.

AI voice agent

Optional: an AI voice agent that understands Saudi dialect and answers instead of a menu.

Caller experience

A short, clear voice menu

Callers hear a greeting with your name, pick a department in one press and reach the right agent instead of being passed around. After hours they hear your opening times and can leave a message.

  • Arabic greeting with an English option
  • Queue position announcements
  • Call-back instead of a long wait
Full control

Edit your IVR yourself

From the dashboard you change the recording, add an option or adjust business hours in minutes, with no technician and no waiting on a vendor.

  • Hours and holiday schedules
  • Rush-hour and missed-call reports
Quick summary
  • An IVR greets callers and routes them to the right team with one key press.
  • The Etisalna IVR is part of the cloud PBX: multi-level menus, business hours and holidays, voicemail and WhatsApp overflow.
  • A good IVR has a short script, few options and a clear, professional recording.

What is an IVR?

An IVR (Interactive Voice Response) is the first thing customers hear when they call: a greeting followed by a voice menu. Instead of a receptionist transferring every call by hand, the IVR system sends callers to sales, support or the right branch first time. For a deeper explanation, read what an IVR is and how it works.

Why your business needs an IVR system

  • A professional image even for small teams.
  • Right first time: fewer calls passed from person to person.
  • Nothing lost after hours: callers hear your opening times and leave voicemail that reaches your e-mail.
  • Fair load: each option feeds a queue in the call center software.
  • Data: rush hours, missed calls and the journey of every call.

How to design a voice menu that works

  1. List the top four or five reasons customers call.
  2. Put the most requested option first.
  3. Keep it to two or three levels.
  4. Say the option before the number: "For sales, press 1".
  5. Always offer a way to reach a person and to repeat the menu.
  6. Test it from your own phone before going live.

Recording a professional IVR greeting

Record with a clear-voiced team member or a professional voice artist and upload the file. Keep the greeting under ten seconds, record somewhere quiet, use clear Arabic with an English option, and keep changing details such as offers in a separate seasonal message.

In hours, after hours and at peak times

Link the IVR to schedules for working days, public holidays and Ramadan hours. After hours, play your opening times, take voicemail or forward to an on-call number. At peak times, announce queue position, offer a call-back or move the caller to WhatsApp.

From menus to AI

For a smarter experience, the AI voice agent understands callers in Saudi dialect, answers common questions, books appointments and hands over to a person.

IVR pricing

The IVR is included in the cloud PBX and call center plan from SAR 90 per user per month, together with call recording, queues and reports. Call minutes and number fees (such as a 9200 unified number or 800) depend on usage and number type. Prices are in SAR and exclude VAT; yearly plans include two months free. See pricing.

Want a professional IVR? Book a demo and we will design your menu with you.

FAQ

Frequently asked

How much does an IVR cost?
IVR is part of the call center (cloud PBX) plan from SAR 90 per user per month. Prices are in SAR excluding VAT; call minutes and number fees depend on usage.
Can I edit the voice menu myself?
Yes. From the dashboard you change recordings, options and hours without a technician.
Do you record the greeting for us?
You can record it with a team member or a professional voice artist and upload the file; our team helps you write the script and structure the options during setup.
Does the IVR work on 9200 or 800 numbers?
Yes. It works on 9200 unified numbers, 800 toll-free numbers and landlines connected to the cloud PBX.
How many options should a menu have?
Three to five options per level and two or three levels at most, so callers do not lose patience.
IVR vs AI voice agent?
An IVR is a keypad menu; an AI voice agent understands the caller in Saudi dialect, answers, books appointments or hands over to a person.
Can callers request a call-back?
Yes. The call center supports call-back and queue position announcements.

Let customers reach you instantly

We set up a trial of the Klamna platform with your numbers and team, and show you how it organises calls and chats from day one.

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