New research suggests that although most customers show a general dislike of IVR, it is still a widely used technology, particularly in the telecoms industry with 56% of call centres using an IVR solution. Although IVR may not be that well liked outside of business, it is an extremely useful tool when it comes to cutting call time and directing calls. Speech recognition is also extremely useful and is more widely accepted than simple auto-attendant IVR solutions. Disliked or not, you simply can’t argue with IVR results!