US financial services firm Wachovia Corporation has signed an agreement with Sprint to upgrade its contact centre integrated voice response (IVR) system.
Under the terms of the contract, Sprint will upgrade Wachovia's IVR systems with ISDN software and hardware. The new system will provide Wachovia with increased system reliability and will route calls automatically to the best available contact centre representative, says the company.
The upgraded systems are expected to be operational by November 2002.