Enterprise apps can run the gamut from Sales Force Automation to logistics tracking to HR and benefits. The big issue is that information changes, and if you're not sitting at your desk, you could potentially miss an opportunity. By mobilizing the applications, you provide an alternate means of reaching information that has a short life. They prefer all self-serve, but are now realizing they need to offer voice as well. Something the business may not be ready to deal with.
People prefer human contact MOST of the time.
If all of your contact is human-only, you run the risk of long queues. If callers could have an option to first speak with a Web application, then link to a live agent, that could go a long way toward good customer care. If a self-service effort is unsuccessful, the visitor is given the option to enter a queue for live assistance by leaving a voice message that gets queued. This can also be accomplished from an IVR with a zero-out option. In both cases live assistance is simply one click away.