IVR systems have a reputation-in many cases well deserved-for making customers want to take their business elsewhere. Most companies deploy voice self-service applications to cut staffing costs, and many believe that reduced customer satisfaction is a necessary tradeoff. But properly designed IVR applications can actually increase customer satisfaction. This white paper tells how to gain the benefits and avoid the pitfalls that lead to disgruntled customers. It explores potential problems, describes new technologies, and offers practical advice about how to create IVR applications that promote customer loyalty at the same time they help contain costs.