Path: utzoo!telecom-request Date: Tue, 16 Apr 91 01:46 CDT From: "Michael P. Andrews" Newsgroups: comp.dcom.telecom Subject: A Very Sophisticated ACD From Dytel Message-ID: Organization: TELECOM Digest Sender: Telecom@eecs.nwu.edu Approved: Telecom@eecs.nwu.edu X-Submissions-To: telecom@eecs.nwu.edu X-Administrivia-To: telecom-request@eecs.nwu.edu X-Telecom-Digest: Volume 11, Issue 297, Message 13 of 15 Lines: 14 WordPerfect Corp. has an amazing system from Dytel on their customer support lines. You hear a pleasant female "traffic reporter" on connection and every few minutes thereafter with reports that sound just like radio traffic reports: "Network support has a five minute wait with five calls holding; Macintosh has a three minute wait with two calls holding; WordPerfect has a seven minute wait with eight calls holding ... waits this morning have been moderate." It's hard to believe that the system is entirely automated. A friend who worked at Dytel tells me that they electronically assemble these reports from digital snippets just like the "The number you have reached 5 - 5 - 5 .." messages from Ma Bell.