When you ready about this company: http://www.ect-virtualpbx.com/Fixed_Mobile_Convergence.html you can ask yourself the same question. Are all employees in the call centre branch real humans or are the absorbed by clouds. But at the end its just about the idea of an human, you call it CCX. We just want to treated by someone how can possible understand us, because he could have the same feeling. I think its just a some kind of "angst", that we can be substituted