I thought I was done with IVR posts. I was wrong. One of the wonderful things about the Internet is the way information gets shared behind the scenes. Since I started writing about our IVR problems I have now been contacted/referenced by two different IVR specialists that say there may be hope for what ails us.
Now I am more optimistic than most but I want to be realistic about what we can and cannot accomplish with our IVR and then I want to set the public’s expectations realistically (don’t worry, what the public has asked for is realistic, the gap right now is on Capital Metro’s side). In order to do that we have to look at all possible options. Including the largest of all which is scrap the system all together and go in a different direction. Some have said this is the way to go. At this point I don’t know if that is the right answer or not. But we won’t know if we don’t look at it. And we will.
To that end, I want to thank all those that have given and are giving us feedback. While no one likes to be told something they have responsibility for stinks, it is unfortunately the best way to get better. And that is what we are going to do. So please keep sending the ideas, and YES, vendors please keep contacting us so that we can eventually get to the best darned Public Transit IVR in the U.S. of A.
Okay, now for something completely different…