Call Center Hosting IVR & Self-Service Technology 2

Question 1

What is 'visual IVR'?

Accepted Answer

A smartphone screen-based menu that mirrors IVR options, allowing tap navigation instead of audio menus

Answer

An IVR menu displayed on a touchscreen kiosk in the office

Answer

A dashboard showing live IVR call stats for supervisors

Answer

An animated avatar that guides callers through menus

Question 2

What does 'call deflection' mean in the context of IVR and self-service?

Accepted Answer

Redirecting callers from expensive live-agent calls to self-service or digital channels

Answer

Forwarding calls to a competitor

Answer

Blocking spam calls before they reach the queue

Answer

Transferring calls away from overloaded queues

Question 3

What is VoiceXML (VXML) used for in hosted IVR development?

Accepted Answer

Defining IVR call flow dialogs using an XML-based markup language

Answer

Encrypting voice recordings for compliance storage

Answer

Compressing audio files for faster playback

Answer

Creating visual dashboards from call data

Question 4

What does NLU (Natural Language Understanding) add to an IVR beyond basic ASR?

Accepted Answer

The ability to understand the meaning and intent behind spoken words, not just transcribe them

Answer

Faster audio transcription

Answer

Multi-language translation in real time

Answer

Voice biometric authentication

Question 5

What is 'IVR containment rate'?

Accepted Answer

The percentage of calls fully resolved by the IVR without transfer to a live agent

Answer

The percentage of IVR sessions that are recorded for compliance

Answer

The number of IVR menu levels a caller navigated before hanging up

Answer

The rate at which IVR prompts are updated

Question 6

Which regulation governs how call centers must handle automated phone solicitations and IVR outbound calls in the US?

Accepted Answer

TCPA (Telephone Consumer Protection Act)

Answer

HIPAA

Answer

SOX

Answer

GDPR