An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on. In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.