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System outages and volume surges can wreak havoc on customer service. But First Union, Charlotte, N.C., thinks it has solved the problem with its new voice response unit (VRU) stand-in system.
Developed for the $237 billion bank by Alta Software, the system provides callers with balance and transaction information access for nearly all account types, said Ken Hargrave, project manager at Reston, Va.based Alta. Before installing the solution, First Union...