Over the past month, I have been investigating agent-assisted IVRs, and working through some of the implications the technology may have on the contact center/IVR space. Today, I decided to give them a try. One company that uses the guided IVR, Spiegel, talked to me during an interview about their experience with the IVR, which is provided by a vendor named Spoken Communications. I called up Spiegel’s toll-free number (1.800.345.4500), was greeted by a standard welcome message, given the choice of four prompts, and…..was put on hold for a live agent.

I was not expecting this! Though Spiegel owns a variety of other retail companies - I tried two others, as well - I never got to experience the company’s guided IVR. According to both Spiegel and Spoken, I would be greeted by a simple How can I help you? (natural language! yay!), but no such message popped up. So, what’s the deal? Was I horribly misinformed, or did I call the wrong Spiegel Brands company?

I really wanted to test out the guided system, but have come up empty-handed. If anyone has information about how to access the guided IVR for Spiegel, let me know. When I try it out again, I’ll be sure to post with my review. Until then, see the post below for editorial assistant Ryan Joe’s recounting of his mother’s IVR nightmare.

Let’s hope the airline in question cleans up its act! Or else face the wrath of Mrs. Joe.