Call Center Technology Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Call Center Technology flashcards as text
What does CRM stand for in a call center context?
Answer: Customer Relationship Management
A CRM (Customer Relationship Management) system stores customer data, interaction history, and account details, allowing agents to access relevant information during calls.
What is a CTI (Computer Telephony Integration) screen pop?
Answer: Automatic display of customer account information when a call arrives at an agent's workstation
CTI screen pops automatically pull customer data from the CRM and display it on the agent's screen as the call connects, reducing time spent searching for information.
What is an ACD (Automatic Call Distributor)?
Answer: A telephony system that routes incoming calls to the most appropriate available agent
An ACD queues and distributes incoming calls to agents based on configurable rules such as skills, availability, or round-robin distribution.
What is the difference between an on-premise call center and a cloud-based call center?
Answer: On-premise hardware is hosted locally by the company; cloud-based infrastructure is hosted by a third-party provider
On-premise call centers own and maintain physical telephony hardware on-site, while cloud-based (CCaaS) solutions use internet-hosted infrastructure managed by vendors like Five9, Genesys, or NICE.
What does 'CCaaS' stand for?
Answer: Contact Center as a Service
CCaaS (Contact Center as a Service) is a cloud-based software model where call center infrastructure is provided as a subscription service, eliminating the need for on-premise hardware.
What is 'call recording' primarily used for in US call centers?
Answer: Quality assurance, agent training, and legal/compliance purposes
Call recordings are stored to allow QA teams to evaluate agent performance, train new staff, resolve customer disputes, and comply with regulations like HIPAA or PCI-DSS.