Whirlpool's Human Resources Center Embraces IVR And CTI

摘要

Whirlpool Corporation is a world-leading manufacturer and marketer of major home appliances. The company manufactures in 13 countries and markets products in about 140 countries under major brand names such as Whirlpool, KitchenAid, Roper, Bauknect, Ignis, Laden and Inglis. Whirlpool is also the principal supplier to Sears, Roebuck and Co. of many major appliances marketed under the Kenmore brand name. For some time, Whirlpool Corporation had outsourced benefits administration for its U.S. workforce (roughly 23,000 employees) to a prominent consulting firm that automated the enrollment process through an interactive voice response (IVR) system. In addition, since 1995, Whirlpool's Payroll department had been using an automated payroll module in-house.