Call center interactive voice response (IVR) system quiz answers

Find out how you did on SearchCRM.com's call center IVR system quiz with these answers.

1) Answer: C.
According to the definition of IVR on Whatis.com, an IVR system consists of telephony equipment, software applications, a database and a supporting infrastructure. Specialized monitors are not part of a typical IVR package.

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2) Answer: A (True).
According to this IVR case study, improving employee performance is another relatively new use for data gleaned from speech-enabled IVRs. Call centers can create speech-enabled IVR surveys for callers to take after they have spoken with a call center agent, and then use that information for coaching and skills-based routing.

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3) Answer: B
Paul English created Gethuman.com after his original IVR Cheat Sheet became too unwieldy for one person to maintain. Gethuman.com lists phone numbers and codes for dialers, organized by industry.

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4) Answer: C.
Vendors Aspect, Epiphany and Intervoice all offer IVR products for the call center. NetSuite, however, remains primarily a CRM and ERP vendor and does not have an IVR product.

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5) Answer: B (False).
CTI allows computers to manage telephone calls, but IVR systems can function without it. Intervoice's IVR application (formerly Nuasis), for example, can be deployed without the need for CTI.

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6) Answer: B (False).
According to an IVR study by Jupiter Research , only 12% of U.S. customer service operations had deployed speech-enabled IVR as of early in 2006. The market is still maturing despite its promise.

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7) Answer: A (True).
According a SearchCRM.com news story, Traditional IVR faces extinction because of vendor lock-in, costly maintenance and complex back-end integration. The maintenance and support fees may overwhelm companies, especially as open standard platforms and Voice over Internet Protocol (VoIP) become common in call centers.

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8) Answer: A.
Automated speech recognition (ASR) lets users speak entries into the phone. According to Whatis.com, ASR is used primarily to provide information and to forward telephone calls.

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9) Answer: B.
ASR technology is improving, but A, C and D are all common challenges for an ASR system. Basic ASR systems can usually understand spoken numerals.

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10) Answer: B.
According to Whatis.com, VoiceXML (VXML) is an application of the Extensible Markup Language (XML) which, when combined with voice recognition technology, enables interactive access to the Web through the telephone or a voice-driven browser. VXML allows people with an ordinary voice telephone to access the Internet to get and send email, check sports scores, make reservations, and so on, and it supports natural language.

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This was first published in June 2007

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