"Thanks to system integration, we can serve customers with typical inquiries faster, while balancing and handling call flows better than before. If we ever need to change functionality available to our customers via IVR, we only need to implement required software changes in the banking system. We won't need to do anything about the voice portal in this scenario since the system will create respective voice menus automatically. In future, this solution will help offload typical inquiries from call center operators giving them an opportunity to handle more complex issues."