Interactive voice response, or IVR, is a way of efficiently routing calls to their recipients. In the IVR system, pre-recorded voice messages are played to the callers, allowing them to make an appropriate choice and dial a number depending on the service they wish to receive. If a caller is confused or prefers to speak in person, the option of contacting a live agent is also available. Therefore, an IVR menu enables businesses to automate part of the callers’ requests and, at the same time, let agents better prepare for the calls. It helps to avoid overloaded lines and stressed operators, improving work conditions for the employees and customer service for the callers. Companies only need to take care of the staff’s competence and a well-structured IVR menu with clear instructions and no useless information. In this article, we will take a deep look at the intricacies of setting up an IVR menu, its benefits and pitfalls.