Call Center Hosting IVR & Self-Service Technology

Question 1

What does IVR stand for?

Accepted Answer

Interactive Voice Response

Answer

IVR stands for Interactive Voice Response — the automated phone system that interacts with callers via voice prompts and keypad input.

Question 2

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

Accepted Answer

ASR (Automatic Speech Recognition)

Answer

ASR (Automatic Speech Recognition) enables IVR systems to interpret and act on spoken customer responses.

Question 3

What does TTS do in an IVR system?

Accepted Answer

Converts written text to spoken audio for IVR prompts

Answer

TTS (Text-to-Speech) converts typed text into spoken voice, allowing IVRs to dynamically read variable information like account balances.

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

A self-service IVR transaction is one the caller completes entirely through the automated system without ever speaking to an agent.

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

DTMF (Dual-Tone Multi-Frequency) is the touch-tone technology that sends specific audio frequencies when a caller presses phone keypad digits.

Call Center Hosting Practice Test