Call center interactive voice response (IVR) system quiz

By now it's familiar technology for most call centers, but interactive voice response (IVR) systems are still developing and maturing. The uses for IVR systems continue to expand and new functionality enables call centers to get creative with how they use IVR to interact with customers. Find out how much you know about the current world of IVR with this quiz.

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
d. AHT
Read answer #10 here


This was first published in June 2007

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