We have all been in that situation when we need to telephone a call centre or a helpdesk with a query or a technical issue. When we hear an automated voice on the other end of the line presenting us with a number of different options to choose from – a cycle that seems to repeat through the call - we are often left frustrated by the lack of human interaction and by the fact that the call duration tends to be much longer than seems to be reasonable or necessary. And when a company phones in with a technical issue that may be effecting a meeting right now in one of their conference rooms, the way that call is handled is absolutely crucial. It is for these reasons that Internet Videocommunications continues to invest in highly trained and experienced support staff who can handle Helpdesk calls directly rather than deploy an automated call handling system. This has been their modus operandi for over three decades now and client feedback overwhelmingly supports the strategy.