Automation simplifies not just the lives of the agents but also their team leaders and supervisors. The voice platform allows the agent to multitask without sacrificing the quality of customer service they provide. Meanwhile, customers will be able to address their needs using voice technology. Since the IVR is entirely intuitive, they do not have to interact with a live agent if they use the automated self-service module. The technology allows callers to choose between inbound, outbound, or self-assisted desks to meet their objectives.