Middleware business layer to Supersystem using the MQ infrastructure through
JMS
JDBC
RMI
CPD2
Example for Speech application creation tool is
Avaya Dialogue Designer
OmniVox3D
Nuance Open Speech Insight (OSI) tool
Microsoft SRGS validation tool
Select the future enhancement of IVR
Graphical & Video Output enhancement
Automatic Speech Recognition.
DTMF key Input
Voice input and output
Rogers’ IVRs serve as __________call routing engines as well as self service channels, handling approximately __million customer calls / year.
Call routing engines, Automatic Connection to CSR and 100
Self Service, Automatic Connection to CSR and 50
Call routing engines, Self service and 50
Call routing engines, Self Service and 100
Which statement is true
Dirty ANI – Phone numbers that come through to IVR many times/per from a 3rd-party call centre or Dialer
Any ANI- Phone numbers that come through to IVR many times/per from a 3rd-party call centre or Dialer
Dirty DNI– Phone numbers that come through to IVR many times/per from a 3rd-party call centre or Dialer
None
CCAIs in Rogers IVR architecture is a
Middle ware interface
Call Center application
Database connector
Cable application
__________ is the current customer database used by the Rogers' IVR in routing decisions.
Customer Profile server
Customer details
Customer Profile Database
Customer oracle engine
The database used in Current Touchtone project of Rogers' IVR is
CPD
CPD1
CPD3
Main Disadvantage of IVR is
Personalized experience.
It is 24X7 application
It takes care of most frequently asked questions
Timeout problem and too many menus.
Management gateway is related to IVR for
Rogers IVR Postpaid
Rogers IVR Prepaid
Both Rogers IVR Postpaid and Prepaid
Nil