Yes 3.70 Reach a CSR 33 2 Once I began the call, it went: Press Option 4 (other options) » Press 0 to reach a representative. Touchtone system Yes
aec_scenario_a_0.mp3 Off
You want to call your utility and reach a person to speak with as quickly and painlessly as possible. Off Navigation 3 Navigation was simple enough. It only took two button presses to reach the option I wanted, which in the grand scheme of all options, that isn't too terrible. That being said, if someone is calling in to reach a live person, they want to be able to do this as quickly as possible. Since this option is behind another option (other options), it comes off as a little silly. For the main menu, it would be more of a benefit if they provided the option to reach a live person right there. "...click 4 for other options, and click 0 to reach a live representative). This suggestion is furthered by the fact that if I clicked option 2 (billing and my account), there is never an option to reach a live representative. The only way is by going into option 4. 216939 Functionality 5 Given I'm simply clicking on numbers to go through options, I'd say the functionality does its job. The main menu only has three options to pick from, which allows the caller to be able to begin narrowing down what they're looking for, rather than having to remember 4+ options to figure out where theirs lands. That helps in the functionality. 216939 Delivery 3 The voice and pacing are great. The voice did sound a little robotic and cold, but that kind of thing doesn't personally bother me. What did bother me was when I clicked on option 4 (other options). When I did, the phone began to rang, and after a ring, it sounds like it is being picked up, but then launches into another selection of categories. I actually ended up hanging up the phone before it ever got to the part where it read categories, because I don't want to speak to a live person until I actually want to. I ended up having to call back in. The point of IVR is to allow customers to sift through some options to complete a task they want to complete without having to go through the process of talking to someone, being placed on hold, there being misunderstand, so on. Thus, having a actual ringer as a part of the tree-navigation process is a little off putting. I'd suggest finding a way to remove that ringer and just move into the reading of further options. 216939