Call center interactive voice response (IVR) system quiz
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To get the answer and learn more, open the answer page link that follows each question.
1. An interactive voice response (IVR) system does not include which of the following:
a. Software applications
b. Telephony equipment
c. Specialized monitors
d. A database
Read answer #1 here
2. True or false? An IVR system can be used to enhance employee performance.
a. True
b. False
Read answer #2 here
3. Software engineer Paul English created ___, an infamous Web site that helps consumers bypass IVR phone trees to get to a call center agent.
a. IVRCheatSheet.com
b. Gethuman.com
c. BypassIVR.com
d. Callcenterdirect.com
Read answer #3 here
4. Which of the following is not an IVR vendor?
a. Aspect
b. Epiphany
c. NetSuite
d. Intervoice
Read answer #4 here
5. True or false? An IVR system cannot work without computer-telephony integration (CTI).
a. True
b. False
Read answer #5 here
6. True or false? As of 2006, 30% of customer service operations in the U.S. had deployed speech-enabled IVR capabilities.
a. True
b. False
Read answer #6 here
7. True or false? According to some experts, traditional IVR has seen a decline because of its rigid and proprietary language.
a. True
b. False
Read answer #7 here
8. _____ technology lets callers speak entries rather than punch numbers on a keypad.
a. ASR
b. IVR
c. ASA
d. XML
Read answer #8 here
9. Which of these is not a common limitation of automated speech recognition (ASR)?
a. Bad cell phone connections
b. Spoken numerals
c. Caller with a heavy accent or dialect
d. Words from multiple languages used together
Read answer #9 here
10. This is the first and primary format designed to specify interactive voice dialogues between a human and a computer.
a. ASR
b. VoiceXML
c. SALT
d. AHT
Read answer #10 here
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