Yes 4.30 Payment Arrangements 92 8 For everything else » To access your account using your account number » (Entering account ###) » (Entering account ###) » Yes » Yes » Payment options » To request more time to pay » Yes » Yes Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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This scenario involves two different tasks. For each, you are not able to pay your bill on time. 1. Your balance is too high and you can’t afford to pay your bill. You are contacting the utility to try to pay your past-due bill(s) over time. 2. You won’t have the money to pay your bill until after it’s due, and you’re contacting the utility to get more time to pay your bill. Off Navigation 5 Navigation was quite easy. The IVR asked for my account access right the way. After that, the system listed all options that I could choose, including payment options. And I could find what I needed under payment options. Everything was fast and quite enjoyable. Great! 210117 Functionality 3 Even though I could find my option easily, I would like to move the authentication right after payment options. That would be logical for me because If I did not have account access, what would happen? The IVR would hang up on me or transfer me to an agent? Everything else with this IVR was accurate and easy to use. I also would like to have the IVR to use the same type system, either touchtone or voice recognition. I enjoyed the mix of both of them during authentication. But the same type system is what I always prefer. Otherwise, good experience! 210117 Delivery 5 I liked how loud and clear the female voice was. 210117