Custom Twilio IVR System -
45% Cost Saving, 8k+ Calls/month
A UK business services company was handling 8,000+ calls per month through a static phone menu with no recording, no analytics and no conference capability. Built a fully custom Twilio IVR with Laravel intelligent routing, call recording and a real-time analytics dashboard.
The Brief
A UK business services company was routing all 8,000+ monthly calls through a basic static IVR press 1 for sales, press 2 for support. Callers often waited in the wrong queue. There was no call recording, no whisper messages to brief agents, no conference capability and no analytics whatsoever.
They needed a fully custom Twilio IVR built on Laravel with intelligent time-based routing, caller ID recognition, call recording, 3-way conference and a real-time analytics dashboard delivered in 8 weeks.
"We're losing leads because calls ring out when everyone's on the phone. We have no way to know how many calls we're missing, when peak times are, or what our agents are saying on calls. We need complete visibility."
Project Phases
Designed a multi-level TwiML IVR with Laravel webhooks handling all routing decisions. Incoming calls are first checked against the caller ID database known callers are greeted by name and routed to their account manager. Time-of-day routing sends after-hours calls to voicemail with email notification. Built the caller ID recognition database with import from the client's existing CRM.
All inbound and outbound calls are recorded and stored in S3 with searchable transcripts. Whisper messages are played to agents as they answer a brief audio message giving the caller context ("Sales call from John Smith, account #4521"). 3-way conference calling built using Twilio Conferences agents can add a supervisor or specialist to any live call with one click in the admin panel.
Built a Redis-backed real-time dashboard showing: calls in progress, queue depth, agent availability, calls missed (with callback list), peak hour heatmap. Historical reporting module exports call logs, recording links and performance metrics by date range. Load tested with simulated concurrent calls. Zero missed calls in business hours from launch due to overflow routing to mobile backup.