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Interactive Voice Response (IVR) and Screen Pop Quiz

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Interactive Voice Response (IVR) and Screen Pop Quiz

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Questions and Answers

What is the main purpose of Interactive Voice Response (IVR) systems?

Route inbound calls to the appropriate department (correct)

Display caller information before answering calls

Provide real-time account information

Offer queue callbacks to customers

How does Screen Pop help reduce handle time for call center agents?

Boost agent productivity by answering calls automatically

Pull data from a CRM to display caller information (correct)

Route inbound calls to the appropriate department

Provide queue callback options

What is the benefit of Call Queues in a contact center?

Reducing handle time by displaying caller information

Handling a high volume of calls efficiently (correct)

Routing callers to the right person for assistance

Automatically answering all incoming calls

How can Unified Communications as a Service (UCaaS) improve customer interactions?

Pulling data from CRM for tailored answers Signup and view all the answers

What problem does Queue Callbacks aim to solve for customers?

Long wait times on hold Signup and view all the answers

Which feature helps agents see account value, recent purchases, and satisfaction before answering calls?

Screen Pop Signup and view all the answers

What is a tactic for contact centers to handle high call volumes?

Unified Voicemail Signup and view all the answers

Which feature allows users to listen to voicemails on different devices or in their email?

Unified Voicemail Signup and view all the answers

What helps manage phone system functions from a single portal to avoid costly errors?

Central Management Signup and view all the answers

Which feature allows users to exchange faxed documents just like email?

Online Faxing Signup and view all the answers

What becomes necessary in Unified Communications as a Service due to the numerous workplace apps?

Third-Party Integrations Signup and view all the answers

What does the NPA represent in a US telephone number format?

Area code Signup and view all the answers