We are using Ruby to handle after-hours…
We are using Ruby to handle after-hours and weekend calls only. Prior to trying Ruby, we relied on the customer to leave a voicemail. These then went to a voice-to-text email. The system was less than impressive and customers hated using a menu-based system. Since switching to Ruby, our customers appreciate talking to a live person on the first ring. The operators know when to forward a priority call. We've already had to increase our minutes per month and we're maxing that out already. Our communication and outreach to the customer has been great. And the messages we receive are much more detailed than before. We're happy we made this switch.