One thing I'd add to this is that by integrating CMOD with the IVR system, you can have a year's worth of customer documents available to Customer Service Reps BEFORE THEY PICK UP THE CALL. My first CMOD gig in 1996 had this level of integration with CMOD -- back in CMOD v2.2! Today, with ICN I imagine you could pre-load a 30/60/90 days of documents in tabs -- and still be done before the customer is connected to an agent.
-JD.