Contact Centers: Four Best Practices to Improve Interactive Voice Response

2. Make the IVR system easy to navigate. Whether they use the voice recognition capabilities or their touch-tone phones, your customers need to be able to easily move within the system. The Ascent Group found that successful IVR implementations used short menus of five options or less to make it easier for customers to remember the options. Plain language also should be used to make the options perfectly clear to all customers.