FREE CCCP Technology & Communication Systems Questions and Answers

Question 1

What is the purpose of IVR in contact centers?

Accepted Answer

Provide automated call routing

Answer

Reduce workforce

Answer

Increase hold time

Answer

Replace live agents

Question 2

Which technology enables communication across multiple channels?

Accepted Answer

Omnichannel platform

Answer

PBX system

Answer

Predictive dialer

Answer

Firewall

Question 3

How does CRM software support agents?

Accepted Answer

Provides customer data

Answer

Monitors call time

Answer

Blocks spam calls

Answer

Shortens hold time

Question 4

What benefit does cloud-based technology provide?

Accepted Answer

Allows remote access

Answer

Requires more hardware

Answer

Limits agent access

Answer

Increases maintenance cost

Question 5

Which of these systems supports outbound calling campaigns?

Accepted Answer

Predictive dialer

Answer

IVR

Answer

ACD

Answer

CRM

Question 6

What is the role of ACD systems?

Accepted Answer

Distribute inbound calls

Answer

Manage voicemail

Answer

Record calls

Answer

Create schedules

Question 7

Why is system uptime important?

Accepted Answer

Ensures continuous service

Answer

Reduces agent breaks

Answer

Increases data size

Answer

Limits call recordings

Question 8

Which system protects contact centers from cyber threats?

Accepted Answer

Firewall

Answer

CRM

Answer

ACD

Answer

Chatbot

Question 9

What is the main benefit of integrating systems?

Accepted Answer

Improves workflow and reduces errors

Answer

Reduces agents

Answer

Isolates information

Answer

Requires more training