Marcus Carter

Multi-Language IVR with Twilio, make.com

Tricia's Silver Investments • Freelance

Feb 2021 - Sep 2024 • 3 yrs 7 mos

Built and implemented a Twilio powered IVR system designed to automate inbound caller interactions, collect essential caller information, and streamline lead management. The system provides callers with a structured and user friendly phone experience, allowing them to navigate automated prompts, select their preferred language, and provide the required information without relying entirely on a live agent. The IVR was designed to support multiple languages, making the calling experience more accessible to a wider range of customers. It guides callers through customized voice prompts and menu options, collects relevant details, and processes the information automatically. This helped create a consistent caller experience while reducing repetitive manual tasks and improving the overall efficiency of the client's communication workflow. The solution was also integrated with Airtable to automatically store and organize the information collected during each call. Instead of manually recording caller details, the system sends structured information directly into Airtable, where it can be easily reviewed, filtered, organized, and used for follow ups or additional business automation. Overall, the project created a complete automated workflow from incoming call to information collection and centralized data storage, By combining Twilio's voice and IVR capabilities with Airtable's database and organization features, the system helped improve lead management, reduce manual data entry, streamline data processing, and provide the client with a scalable foundation for future call automation and customer management.