Better user experience on the phone
IVRS: Forgotten but Not Gone — “While many companies are starting to understand the value of increasing customer satisfaction over the Web, it seems that most of them have forgotten about an existing and more widely used channel: the Interactive Voice Response System (IVRS). Everyone has to call up a company over the phone at least once in a while. It very often results in customers getting lost and frustrated, and potentially increases costs to the company as customers find workarounds to speak to a customer service representative or migrate to more expensive channels.”
(Thanks for the submission Marjut.)