One of the most powerful advanced applications that a Contact Center can deploy is what has been commonly known as an Interactive Voice Response “IVR” or a Voice Response Unit (VRU).
Contact Centers often require outbound capabilities that may range from occasional call backs to high volumes of predictive dialing campaigns.
When properly designed, Skills Based Routing applications can provide all the power necessary to accelerate and differentiate the service to your customers and the statistical data accumulated can enhance many aspects of your business decisions.
If I Had a Nickel
I have been involved in the Contact Center Industry for many years including contact center management, telecommunications engineer, and several professional consultative and specialist positions.