PACE PACE Technology & Omnichannel Solutions

Question 1

What is the key difference between a multichannel and an omnichannel contact center strategy?

Accepted Answer

Omnichannel integrates all channels to provide a seamless, consistent customer experience across touchpoints

Answer

Multichannel uses more channels than omnichannel

Answer

Omnichannel is limited to digital channels only

Answer

Multichannel requires AI while omnichannel does not

Question 2

What is an Automatic Call Distributor (ACD) used for in a contact center?

Accepted Answer

Automatically routing incoming calls to the most appropriate available agent or queue

Answer

Generating outbound dialing lists

Answer

Recording all agent calls for compliance

Answer

Sending automated follow-up emails after calls

Question 3

Which technology allows customers to navigate menus and resolve issues without speaking to a live agent?

Accepted Answer

Interactive Voice Response (IVR)

Answer

Predictive dialer

Answer

Screen pop

Answer

Call whisper

Question 4

What is a 'screen pop' in contact center technology?

Accepted Answer

An automatic display of relevant customer data on an agent's screen when a call connects

Answer

A pop-up ad displayed on the customer's browser during a web chat

Answer

A visual alert sent to supervisors during escalations

Answer

A training module that appears for new agents

Question 5

What is the primary purpose of a predictive dialer in an outbound contact center?

Accepted Answer

Automatically dialing multiple numbers simultaneously and connecting answered calls to available agents

Answer

Recording outbound calls for QA

Answer

Sending pre-recorded voicemail messages to all numbers

Answer

Filtering out numbers on the Do Not Call registry

Question 6

Which regulation governs outbound telemarketing calls in the United States and requires use of a Do Not Call (DNC) registry?

Accepted Answer

Telephone Consumer Protection Act (TCPA) and FTC Telemarketing Sales Rule (TSR)

Answer

CAN-SPAM Act

Answer

GDPR

Answer

HIPAA