We’ve all been stuck in an automated telephone system, in a battle against the machine that sometimes seems to be designed specifically to keep us from getting to our required destination. While that almost certainly wasn’t the intent of the business, poorly configured and managed business phone systems can leave callers with a bad taste in their mouth. These systems are not smart. But what if the business phone system could be smart? And businesses knew as much about their callers experience as they did about their website visitors?