Call centers use IVR systems to identify and segment callers. The ability to identify customers allows services to be tailored according to the customer profile. The caller can be given the option to wait in the queue, choose an automated service, or request a callback. The system may obtain caller line identification (CLI) data from the network to help identify or authenticate the caller. Additional caller authentication data could include account number, personal information, password and biometrics (such as voice print). IVR also enables customer prioritization. In a system wherein individual customers may have a different status, the service will automatically prioritize the individual's call and move customers to the front of a specific queue.