Automated IVR System Reduces Stress in Call Center Agents & Improves Customer Satisfaction

The largest public housing agency in Georgia, and one of the largest in the nation, Atlanta Housing (AH) has been at the forefront of providing affordable housing for many low-income families in the city of Atlanta, serving more than 50,000 people. AH offers several different housing assistance programs that are in high demand — applicants are placed on a waiting list for available openings. In order to determine their eligibility and status, prospective tenants must call AH. It may take several months for an applicant to receive the assistance for which they are applying.