Interactive Voice Response has become an indispensable tool for sales and customer service calls. IVR reduces costs by minimizing time spent on the phone by live agents, and it allows for efficient customer service around the clock. Clearly it’s all about the money: a live agent phone call can cost upwards of twenty-five dollars, while the average call cost for IVR is less than a quarter. Knowing when and where to utilize IVR is another matter altogether.