This is a technology thats time has come. Mobile users have long needed a better solution than a typical voice driven IVR system, and visual IVR provides that solution. And because it leverages your existing IVR system, implementation costs are minimal.
Richard SnowVentana Research
I believe if companies design mobile self-service apps with the customer in mind then apps such as Jacada Mobile Agent could become popular with consumers and help organizations beat operational and business goals.