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:

Trivial

Insignificant or of little importance; not worth considerable attention or concern.

Role Negotiation Conflicts

Situations where individuals experience disagreements or disputes over their responsibilities and expectations within a group or organization.

Task Expectations

The anticipated or prescribed outcomes and standards associated with a particular job or assignment.

Workflow Independence

The ability of processes or tasks to be carried out autonomously, without direct dependence on other workflows.