It could be that they are using and older setup that doesn't support this, but more likely they just didn't set it up or have an integration issue between their IVR system and their CRM they chose not to pursue.
It's been 10+ years now since I used to work building these systems myself but even back then this was possible. In this day and age I agree, while it might be fine for the customer support rep to verify the data passed through the IVR, they really should get it. There is no excuse not to.
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It could be that they are using and older setup that doesn't support this, but more likely they just didn't set it up or have an integration issue between their IVR system and their CRM they chose not to pursue.
It's been 10+ years now since I used to work building these systems myself but even back then this was possible. In this day and age I agree, while it might be fine for the customer support rep to verify the data passed through the IVR, they really should get it. There is no excuse not to.