It is not easy to personally answer every call you receive even though you set up automatic agent dispatching. But, enabling Interactive Voice Response (IVR) that gets much more manageable. The result of IVR implementation benefits customers (they can find answers faster) and agents (they only need to attend to calls that need their attention). Thus saving tons of time and nerves on both sides. Also, the Live IVR solution can read data from external systems like CRM automating repetitive questions giving an agent more time for activities that bring more value.