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Question 73 - Certified Contact Center discussion

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Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

A.
Process Builder sequences defining IVR menus and routing options based on caller selections.
Answers
A.
Process Builder sequences defining IVR menus and routing options based on caller selections.
B.
Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
Answers
B.
Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
C.
Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
Answers
C.
Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
D.
All of the above, depending on the complexity of the desired IVR functionalities.
Answers
D.
All of the above, depending on the complexity of the desired IVR functionalities.
Suggested answer: B

Explanation:

Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.

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asked 23/09/2024
Pilocz Pi
39 questions
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