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?

    <p>Pulling data from CRM for tailored answers</p> Signup and view all the answers

    What problem does Queue Callbacks aim to solve for customers?

    <p>Long wait times on hold</p> Signup and view all the answers

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

    <p>Screen Pop</p> Signup and view all the answers

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

    <p>Unified Voicemail</p> Signup and view all the answers

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

    <p>Unified Voicemail</p> Signup and view all the answers

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

    <p>Central Management</p> Signup and view all the answers

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

    <p>Online Faxing</p> Signup and view all the answers

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

    <p>Third-Party Integrations</p> Signup and view all the answers

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

    <p>Area code</p> Signup and view all the answers

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