Frequently Ask Questions.
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Interactive Voice Response (IVR) technology is a telephony customer self-service system by which customers can get information and perform basic functions through the phone system without the aid of a live agent. IVR’s are often used for such purposes as checking an account balance, making a payment, or resetting a pin number.
A predictive dialer is an automated telephone dialing system that enables call center agents to dramatically increase their number of live connections. Predictive dialers connect agents only to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from fax machines, answering machines and other automatic services.
The manual dialers are the most basic form of call center dialers. They require agents to dial telephone numbers manually by referring to the contact list frequently. The agents even have to wait to see if the call is answered by a live person.
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