PACE PACE Technology & Omnichannel Solutions 1

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

Omnichannel connects channels so context and history travel with the customer, whereas multichannel manages each channel independently.

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

ACDs intelligently distribute inbound calls based on routing rules such as skill-based routing, queue priority, or agent availability.

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

IVR systems use pre-recorded prompts and touch-tone or voice input to route callers and handle simple self-service tasks.

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

Screen pops use caller ID or IVR input to pull customer data from the CRM and display it to the agent before or at the start of the interaction.

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

Predictive dialers increase agent talk time by dialing ahead of agent availability and filtering out busy signals, no-answers, and voicemails.

(PACE) Professional Association for Customer Engagement Certification Practice Test