It's apparent to most anyone who calls toll-free numbers today that speech recognition is becoming a mainstream feature of interactive voice response (IVR) systems. Clearly, this technology works and is paying off for many companies and government organizations. But like any technology, speech recognition may not be a good choice in all circumstances. What are its benefits, and just as importantly, its limitations? How can you come up with hard numbers that quantify its potential value for your organization? This paper provides a simple roadmap for evaluating the impact of speech recognition technology on your organization, including soft and hard benefits, and establishing a successful application strategy.