Call Center Hosting IVR & Self-Service Technology

Question 1

What does IVR stand for?

Accepted Answer

Interactive Voice Response

Answer

Intelligent Voice Response

Answer

Integrated VoIP Router

Answer

Inbound Voice Routing

Question 2

What technology allows an IVR to understand spoken words instead of just touchtone keypad input?

Accepted Answer

ASR (Automatic Speech Recognition)

Answer

DTMF recognition

Answer

TTS (Text-to-Speech)

Answer

NLP only

Question 3

What does TTS do in an IVR system?

Accepted Answer

Converts written text to spoken audio for IVR prompts

Answer

Transfers the call to the next available agent

Answer

Transcribes calls in real time for quality monitoring

Answer

Translates calls between languages

Question 4

What is a 'self-service' IVR transaction in a call center?

Accepted Answer

A call fully resolved by the IVR without needing a live agent

Answer

An agent-assisted transaction that doesn't require supervisor approval

Answer

An internal call between agents

Answer

A callback scheduled by the customer without agent involvement

Question 5

What is DTMF and how is it used in IVR systems?

Accepted Answer

Dual-Tone Multi-Frequency — the touch-tone signals sent when pressing phone keys

Answer

Dynamic Trunk Management Framework — allocates SIP channels

Answer

Data Transfer Management Framework — syncs call records

Answer

Direct Transfer Module Feature — routes calls between sites

Question 6

What is a 'conversational IVR'?

Accepted Answer

An AI-powered IVR that holds natural-language dialogues with callers

Answer

An IVR that reads scripted sales pitches to callers

Answer

An IVR shared between multiple businesses

Answer

A visual IVR displayed on mobile apps