IVR software often gets a bad reputation, but in the right setup it can be a genuinely useful part of a support operation. For teams dealing with growing call volumes, IVR helps route callers faster, handle simple requests automatically, and reduce the load on live agents.

The key difference seems to be design. Short menus, clear language, and smart routing logic can improve resolution times, while overly complex trees tend to push customers away. Integration with CRMs and call analytics also makes a big impact, especially when IVR data is used to improve call flows over time.

This article breaks down how IVR software works and where it fits best in real-world scenarios: https://www.mightycall.com/blоg/ivr-software/.

Would be interested to hear how others are using IVR today—especially whether it has actually improved customer satisfaction or just internal efficiency.