Systems Technology Flashcards

A call center manager wants to implement a system that automatically routes incoming calls to the agent who has been idle the longest. Which Automatic Call Distributor (ACD) routing method should be selected?

Answer: Longest idle routing

Longest idle routing specifically directs the next incoming call to the agent who has been available and waiting for the longest period. This method is designed to ensure an even distribution of calls based on agent availability.

When an inbound call arrives, a window automatically appears on the agent's computer screen displaying the caller's CRM record, including their contact information and recent interaction history. What technology enables this functionality?

Answer: Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI) is the technology that links telephone systems with computer systems. A primary feature of CTI is the 'screen pop,' which automatically displays relevant customer information on an agent's screen when a call is connected.

A company is launching a large outbound telemarketing campaign and wants to maximize agent talk time by minimizing manual dialing and time spent waiting for a customer to answer. Which system is best suited for this high-volume scenario?

Answer: Predictive Dialer

A predictive dialer is specifically designed for high-volume outbound campaigns. It uses an algorithm to dial multiple numbers simultaneously, predicting when an agent will become available and connecting only live calls to them, thus maximizing agent productivity and talk time.

Which of the following is a primary benefit of using an Interactive Voice Response (IVR) system in a call center?

Answer: It enables customer self-service for routine tasks and gathers initial information.

An IVR system allows customers to interact with an automated menu using their keypad or voice to perform simple tasks (like checking a balance) or to be routed to the correct department. This self-service capability and initial data collection are its main functions.

A rapidly growing company needs a call center solution that can be deployed quickly, supports remote agents, and can be easily scaled up or down without significant upfront hardware investment. Which deployment model best fits these requirements?

Answer: Cloud-based solution

Cloud-based call center solutions are hosted by a vendor and accessed over the internet. This model allows for rapid deployment, supports a remote workforce, offers easy scalability, and typically follows a subscription-based pricing model, avoiding large capital expenditures on hardware.

A call center wants to enable agents to handle voice and video calls directly within their web browser without requiring customers or agents to install special plugins or software. Which technology makes this possible?

Answer: WebRTC (Web Real-Time Communication)

WebRTC (Web Real-Time Communication) is an open-source technology that enables real-time voice, video, and data communication directly between web browsers and devices. It eliminates the need for additional plugins or software downloads, providing a seamless communication channel.