What Is Interactive Voice Response (IVR)

question 194

Multiple Choice

What is interactive voice response (IVR) ?

• A)automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
• B)directs customers to use touch-tone phones or keywords to navigate or provide information
• C)routes inbound calls to available agents
• D)All of these are correct.

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Definitions:

Convergent Thinking

Form of thinking that searches for a single answer to a question (such as 2+2=?); contrasts with divergent thinking.

Divergent Thinking

Form of thinking that searches for multiple solutions to a problem (how many ways can a pen be used?); contrasts with convergent thinking.

Traditional Intelligence Tests

Standardized assessments designed to measure a person's intellectual abilities in various areas, such as logical reasoning, problem-solving, and verbal comprehension.

Divergent Thinking

A thought process or method used to generate creative ideas by exploring many possible solutions, often leading to novel or unconventional outcomes.