Interactive Voice Response Routes Inbound Calls to Available Agents

question 10

True/False

Interactive voice response routes inbound calls to available agents.

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Definitions:

Outsourcing

The business practice of hiring a party outside a company to perform services or create goods that traditionally were performed in-house by the company's own employees.

Intellectual Property Theft

The unauthorized use, reproduction, or distribution of intellectual property rights, such as copyright, trademarks, and patents.

Knowledge Worker

An individual whose job involves handling or using information, rather than manual labor.

Pharmaceutical Company

An enterprise that focuses on researching, developing, manufacturing, and marketing drugs and medications.