Customers HATE the concept of waiting for a machine to tell them to "Press 1 for sales, 2 for repairs, etc." and yet it is so incredibly pervasive. Small businesses want to provide high touch cusotmer support, but don't have an alternative, other than paying for a full-time receptionist or person at a front desk. I've been speaking with small businesses and have a few who already volunteered to be beta users for a cloud-based solution that provides the alternative!
Please contact me if you are interested in hearing more details about the solution.