Premium
Voice Mail for the '90s: A Case Study
Author(s) -
Bales Todd Scott
Publication year - 1992
Publication title -
journal ‐ american water works association
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.466
H-Index - 74
eISSN - 1551-8833
pISSN - 0003-150X
DOI - 10.1002/j.1551-8833.1992.tb07303.x
Subject(s) - phone , lease , phone call , service (business) , business , interactive voice response , telephone number , customer service , control (management) , telecommunications , computer science , operations management , marketing , engineering , computer network , philosophy , linguistics , finance , artificial intelligence
The Monterey Division of the California—American Water Company, after assessing the capabilities of its phone system, decided it needed a better way to provide telephone‐related services to its customers. A number of options were examined, and the company chose to lease a voice‐mail system that allows automated notification of on‐call personnel, call routing, and transmittal of messages to a large number of people. Depending on a purveyor's particular needs, voice‐mail systems may allow more control of customer service and emergency response processes at a lower cost than conventional procedures.