Interactive Voice Response solutions typically expand on the features provided by an Auto Attendant, such as the ability to access an external database based on parameters of the call.

For example, number called, key strokes entered by the caller in response to voice prompts and the ability to distribute calls effectively in more complex networks.

IVR solutions can enhance call management by leading the caller through a logical sequence to enable the caller to access information such as a bank account current balance, or to enable the call to be directed to the right person or department (perhaps based on their call history).

To avoid the issues of caller frustration and dissatisfaction we all relate to in encountering such systems, IVR menus should be carefully created and kept up-to-date with changing business requirements such as holiday periods, seasonal variations in opening hours and new products or services being available.

To be effective, changes to the way an IVR solution handles calls need to be made simply and easily by local personnel. If well designed and maintained, an IVR system will increase customer satisfaction; if not, they it will become a problem to customers.