Knowledge Check - Contact Center

This is an example of a Non-Voice task.

• Inbound

• Outbound

• Chat

• Voicemail

This is a system, responsible for routing incoming calls. This tool is essential for any company that must handle large volumes of inbound calls or a company that has a customer service center.

• IVR

• CTI

• CRM

• ACD

This is a technology that connects a phone system to a computer or mobile device, eliminating the need for a landline phone. It is primarily used in call centers to manage inbound and outbound calls with the goal to improve call efficiency and simplify call management.

• CTI

• CRM

• IVR

• ACD

In this system, all channels are made available to the consumer but channels are not integrated.

• Call Center

• Omni-channel

• Multi-channel

• Contact Center

This primarily focuses on handling voice calls, both inbound and outbound. The telephone is the primary communication channel for interactions between customers and agents.

• BPO

• Call Center

• Contact Center

• Back-office