Hi, It's about creating transparency and relationship between the customers and company.

As a customer, it's much easier to type(or say) the name of the business rather than type a number. Also, if the call couldn't be answered by the agent, then the callback will have the company name and agent name. The customer can immediately relate to the call(rather than simply seeing the number on the screen)

For a business, it takes 2 minutes for a business to signup and accept calls. Plus the IVR can be changed without any cost. It's much easier for the business to say call "my company"(handle for the company) rather than say call 800-433-7300

Regards, Jegan