Re: "Please Enter Your ID Number" So We May Ignore it
In many large contact centers, the account data is sent along with the call so that the agent screen has your account information displayed when you pop into their headset. In a perfect world, this even works when your call is automagically transferred by the system before the agent gets your call.
Many companies have this integration working correctly. Many aren't even aware that it isn't working. And even when it does work, you have to account for intermittent system outages, IP hiccups, etc.
Here's one vendor that sells the stuff that drives that feature:
Posted 5 years ago by Stan in General Telecommunications Forum
