We serve a region with a real mix of English and Spanish speakers, and before this everyone hit the same English menu first regardless of what they actually needed, Spanish speaking callers would get transferred once, sometimes twice, before landing with someone who could actually help them. Built the IVR to offer a language choice right at the very start instead, so a Spanish speaker picks their language in the first few seconds and goes straight into a queue built for that, no bouncing around first. Complaints about being transferred multiple times just before even starting dropped off almost completely once this was live. Review collected by and hosted on G2.com.

Recording and maintaining separate prompts in both languages means any time we update a message, like a holiday closure announcement, it's actually two recordings to update instead of one, easy to accidentally update only the English version and forget the Spanish side needs the same change. Review collected by and hosted on G2.com.