Cable Company IVR Crimes

| Contact Center/CRM Views and Analysis

Cable Company IVR Crimes

I got my online version of the ASRNews and was interested to read about two cable giants: Charter and Comcast, and the fact that ASRNews tested their IVRs and found that the data customers feed in to the system is not used for CTI screen-pop purposes. Basically, Charter and Comcast are using their IVRS merely to annoy customers at the front end.

Said the newsletter,
"This month we tested Charter Communications.  No CTI.  They gather ID information from the caller and then throw it away. Comcast does the same thing. These folks should either implement CTI of get rid of their IVR that is doing nothing other than irritating callers."

More high-quality customer service from the cable companies. How could it get any worse? They play a eardrum-shattering screech tone into customers' ears as payback for daring to try and get in touch with customer service?

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