Intelligent routing is widely used by huge enterprises. You must have come across similar solutions when calling a bank or a telecommunications company, for instance. With the help of a well-designed IVR menu, it is possible to quickly connect callers to necessary departments and experts.
Besides, if you are running a multinational business, having the option to choose a language before getting a consultation is a must. However, smaller companies benefit from employing an IVR, as they can arrange the workload of the staff, divide agents according to their expertise, and create an impression of a serious big business among the callers.