Time to reconsider deploying Speech Rec...?

CIO magazine features an article on deploying speech recognition for callers
But as the article points out

What frustrates customers most about automated voice menus? A survey from the Yankee Group found that 63% of callers were distressed by long hold times, and 50% reported that automated menus were confusing. Other major complaints include: being asked the same question more than once, getting trapped in a menu of options that don’t apply to the customer’s needs, and lack of personalization. The group’s survey also found that 18% bypass the automated menu 100% of the time when they can.

This is not rocket science - if the people deploying these call systems actually had to call for themselves they would soon work out what works and what does not. Failing that just take a quick trip to www.gethuman.com for some insight into what does not work and how people will get around your system.
I think it was Paul English I head say some years back - your existing customers are the ones that deserve the best treatment so don't put them through hell on some interactive voice system (IVR)