I’ve been setting up a cloud call system for a small support team, and IVR is the part I keep going back and forth on. I get the idea behind it — routing calls, reducing workload, and helping customers reach the right person faster — but I’ve also been on the other side as a customer stuck in endless “press 1, press 2” menus, which is honestly frustrating. Now I’m trying to figure out how to do it properly instead of just copying a basic template. I found this guide https://www.mightycall.com/blog/ivr-best-practices/ and it made me realize there are actually a lot of design decisions involved — like keeping menus short, using clear language, and not overloading callers with too many options.
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I don’t work directly in call centers, but I deal with workflow systems in IT support, and IVR reminds me a lot of automated ticket routing. Same principle — you’re trying to reduce randomness and get requests to the right place faster.