Earlier, switch operators would talk to customers and connect them to the most appropriate extension within a company. Nowadays, an IVR automates this process and according to a report, 27 % of your customer's calling experience consists of interacting with the IVR. IVR is playing an important part in customer experience, and hence, it should be optimized to keep your customers happy while saving time and money on your support costs.  Read more at: http://it.toolbox.com/blogs/voip-news/your-ivr-should-be-saving-you-time-and-money-69941