Quick Answer
A cloud IVR provider hosts your business phone system on the internet instead of an office PBX. Callers dial a virtual or toll-free 1800 number, hear a multi-level voice menu, press keys (DTMF) and are routed to the right team or agent, while every call is recorded and logged. SMSGatewayHub's Cloud IVR adds CRM integration, real-time analytics and outbound IVR campaigns, with no hardware, a 99.9% uptime SLA and Pay As You Go pricing.
What does a cloud IVR platform include?
Cloud telephony replaces the office EPABX with software you manage from a browser. These are the building blocks SMSGatewayHub provisions and runs for you.
| Component | What it does | Typical use |
|---|
| Virtual & toll-free numbers | Business numbers hosted in the cloud, including 1800-series toll-free numbers where the business pays and the caller pays nothing. | Helplines, ads, packaging and website contact numbers |
| Multi-level IVR menu | Pre-recorded or text-to-speech prompts such as press 1 for Sales, 2 for Support, 3 for Billing, with sub-menus under each option. | Self-service and first-level call sorting without an operator |
| Call routing & DTMF input | Keypad input decides the destination: a department, an agent group, an extension, voicemail or a callback queue. | Department-wise and agent-wise distribution |
| Call recording | Inbound and outbound calls are recorded and stored for review. | Quality assurance, training, dispute resolution and audit trails |
| Real-time analytics | Live and historical call data, agent-wise reports and call dispositions. | Staffing, SLA tracking and campaign attribution |
| CRM integration | Caller identified from your CRM, screen-pop on the agent desktop and dispositions logged automatically via REST API. | Salesforce, Zoho CRM, Freshdesk and custom platforms |
Looking for the basics of IVR rather than a full cloud telephony stack? See IVR (interactive voice response) explained. Want leads without answering a call at all? Use a missed call service.
What changed for business calling in India?
TRAI's amended TCCCPR rules and the new numbering series affect any IVR that also makes outbound calls. Here is what matters for your setup.
140 series for promotional calls
Promotional calls, including auto-dialled and pre-recorded outbound IVR campaigns, must go out on 140-series numbers from a registered sender and respect customer preferences and consent.
1600 series for BFSI service calls
Entities regulated by RBI, SEBI, PFRDA and IRDAI must place service and transactional calls from the dedicated 1600 series, so customers can tell genuine calls from fraud. Messaging for banks & NBFCs
Declare auto-dialers and robo-calls
Senders must tell their originating access provider in advance that they use auto-dialers or robo-calls, and for what purpose. We help you document outbound IVR campaigns correctly.
Only registered senders may call
Commercial communication from unregistered senders is barred and can lead to disconnection and blacklisting. Start with DLT registration and keep calls on approved numbers.
Why SMSGatewayHub
Why choose SMSGatewayHub over other cloud IVR providers?
A cloud IVR is only as good as its uptime, integrations and the team behind it. Here is what you get when you run your phone line on SMSGatewayHub.
No hardware, no setup fee
No PBX, no EPABX, no IT infrastructure. Change menus, routing and greetings from the panel and go live in minutes. Platform features
CRM and webhook ready
Screen-pop, caller identification and automatic disposition logging with Salesforce, Zoho CRM, Freshdesk or your own system via REST API. Communications API
Certified security
ISO 27001, ISO 9001:2015, SOC 2 and VAPT tested, important when recordings hold customer and financial data. Trust Center
Pay As You Go pricing
Pay for the numbers, channels and minutes you actually use, with no hardware capex. See IVR pricing
Trusted since 2009
10,000+ registered businesses and 2,000+ enterprise clients, 24/7 support and a toll-free sales line, 1800 102 1822.
| Question to ask any cloud IVR provider | SMSGatewayHub |
|---|
| Do I need to buy hardware or pay a setup fee? | No. The IVR is fully cloud-hosted with no setup fee. |
| Can I get a toll-free 1800 number as well as other business numbers? | Yes. We provision and manage your numbers, including 1800 toll-free numbers. |
| Are all calls recorded with agent-wise reports? | Yes, inbound and outbound calls are recorded, with real-time analytics and agent-wise reports. |
| Will it work with my CRM? | Yes. Salesforce, Zoho CRM, Freshdesk and custom platforms via REST API, with screen-pop and auto-logging. |
| Which security certifications do you hold? | ISO 27001, ISO 9001:2015, SOC 2 and VAPT tested. |
| Can I see it working before I commit? | Yes. Book a free demo. Talk to our team |
Comparing providers? Read Exotel hidden charges vs SMSGatewayHub and the JioCX alternative comparison.
Cloud IVR use cases by industry
Each card links to a dedicated industry page with workflows and messaging samples.
E-commerce & D2C
Order status menus, returns and refunds routing, and COD confirmation by keypad. Messaging for e-commerce
Hospitals & clinics
Department-wise appointment lines, OPD timings on IVR and outbound reminder calls. Messaging for hospitals
Schools & EdTech
Admissions helpline, fee enquiries and course counselling routed to the right counsellor. Messaging for education
Logistics & courier
Shipment tracking by AWB on keypad, delivery rescheduling and driver hotlines. Messaging for logistics
Retail & service centres
Store locator menus, warranty and service-request lines with outbound feedback surveys. Retail use cases
Sample cloud IVR call flows
Typical menus our customers launch first. Each flow can play pre-recorded audio or text-to-speech and log the caller's choice to your CRM.
| Flow | What the caller hears and does | Where the call goes |
|---|
| Customer support IVR | "Welcome to ABC. Press 1 for Sales, 2 for Support, 3 for Billing." | Department queue; unanswered calls go to voicemail or a callback list |
| Toll-free helpline (1800) | "Press 1 to track an order, 2 to raise a complaint, 9 to speak to an agent." | Self-service answer or agent with CRM screen-pop |
| Bank or insurance helpline | "Press 1 for card services, 2 for loans, 3 to register a complaint." | Specialist team, with the call recorded for audit |
| Outbound payment reminder | "Your EMI is due on 05 Nov. Press 1 if paid, 2 to speak to us." | Response logged; key 2 transfers to collections |
| Outbound feedback survey | "Rate your last visit: press 1 to 5." | DTMF score saved to the report and your CRM |
| Missed call to IVR | Caller gives a missed call and receives an automated callback with the menu. | IVR self-service, then SMS or WhatsApp follow-up |
Outbound reminder and survey flows are auto-dialled calls, so the 140 / 1600 series and consent rules above apply. See more scripts on voice call use cases.
How to set up cloud IVR with SMSGatewayHub
Book a demo
Create an account and tell us your call volume, departments and integrations.
Pick your numbers
Choose a virtual business number, a 1800 toll-free number or both. We provision and manage them.
Design the menu
Upload greetings or use text-to-speech, then map each key press to a team, agent, voicemail or callback.
Connect your CRM
Link Salesforce, Zoho CRM, Freshdesk or your own app through the developer API and webhooks.
Go live and optimise
Track calls, recordings and agent-wise reports, then refine menus. Register on DLT before you add outbound campaigns.
Cloud IVR resource map
Everything related to cloud IVR and voice on SMSGatewayHub, grouped by what you need to do next.
Cloud IVR vs traditional IVR vs voice broadcast: which do you need?
Choose cloud IVR when customers call you and you want every call answered, sorted and recorded without buying hardware. A traditional on-premise IVR needs a PBX, upfront capex and IT staff to change menus; cloud IVR is set up in minutes, scales with your call volume and is managed from a browser. If you only need the concept and core features, start with our IVR overview; if you need a full business phone line with numbers, routing and CRM, cloud IVR is the product.
Choose voice SMS (bulk voice calls) when you call customers with a recorded message, such as reminders or announcements. Many businesses use both on one SMSGatewayHub account: a broadcast call invites a key press, and the IVR handles the response. For more on number options, read the business toll-free number guide and click-to-call services in India.
Frequently Asked Questions
What is a cloud IVR provider?
A cloud IVR provider hosts your interactive voice response system and business numbers on its own servers, so you need no PBX hardware. Callers hear a voice menu, press keys and are routed to the right team. SMSGatewayHub's Cloud IVR adds call recording, real-time analytics and CRM integration.
What is the difference between cloud IVR and traditional IVR?
Traditional IVR runs on an on-premise PBX that needs upfront hardware cost and IT staff. Cloud IVR is hosted online, set up in minutes, managed from a browser and scaled up or down as call volume changes. SMSGatewayHub's Cloud IVR also connects to your CRM via API.
Can I get a toll-free 1800 number with cloud IVR?
Yes. SMSGatewayHub provisions and manages 1800-series toll-free numbers, where the business pays for the call and the caller pays nothing, and connects them to multi-level IVR, call recording and agent-wise reports.
Does cloud IVR integrate with my CRM?
Yes. SMSGatewayHub's Cloud IVR integrates with Salesforce, Zoho CRM, Freshdesk and custom platforms via REST API. Callers are identified from your CRM, agents get a screen-pop and call dispositions are logged automatically.
Which TRAI rules apply to outbound IVR calls?
Under TRAI's amended TCCCPR rules, promotional auto-dialled or pre-recorded calls must use 140-series numbers from a registered sender, and senders must declare robo-call use to their access provider in advance. Entities regulated by RBI, SEBI, PFRDA and IRDAI must make service and transactional calls from the 1600 series. Inbound IVR calls that customers place to you are not affected by these outbound rules.
How much does cloud IVR cost?
SMSGatewayHub uses Pay As You Go pricing for cloud IVR, based on your numbers, channels, minutes and features, with no hardware cost or setup fee. See https://www.smsgatewayhub.com/ivr-pricing or talk to sales on 1800 102 1822 for a quote.
Can cloud IVR work with missed calls and SMS?
Yes. A missed call can trigger an automated callback into your IVR or a voice SMS, and every IVR choice can trigger an SMS or WhatsApp follow-up. All voice and messaging channels run on one SMSGatewayHub account.
Move your business phone line to the cloud
Book a free demo, get your virtual or 1800 number and launch a multi-level IVR with recording and CRM sync, with no hardware.