Which system will help Universal Containers meet this requirement? Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter the customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help.
A. Computer Telephony Integration B. Interactive Voice Response C. Automatic Call Distribution D. Order Management System
The correct answer to this question is B, interactive voice response. It is a technology which allows a computer communicate with a human. They are able to communicate through voice and DTMF tones through a keyboard. These systems are used in a number of fields including retail, travel, and weather. Interactive voice response increased in the 1970's but was too complex to use in call centers.
In the 1980's, with advancements from Leon Ferber's Perception Technology, the technology became more popular and more cost effective. Interactivr Voice Responses can be deployed in many ways including in computer promises, in public switched telephone networks, and a service provider.