Interactive Voice Recognition systems or IVR are very popular across the globe. Many companies with larege client databases – such as wireless operators and insurance brokers – could’t imagine their life without IVR. Meanwhile customers who expect that a human advisor would deal with their problems are often left disappointed due to a poor quality of Interactive Voice Response systems.
Embarq, one of the major USA internet service providers, has just published a press release, which shows them as heroes of similar stature to Batman and Superman. The story is that they have re-opened a human customer care representative call centre. As many as 15 representatives will deal with customer enquiries along with the traditional IVR system. Continue Reading…