Cisco Exam 500-442 Topic 4 Question 46 Discussion

Actual exam question for Cisco's 500-442 exam

Question #: 46
Topic #: 4

Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)

Aaccess a database and provide the caller with all the needed information to complete the transaction (Self Service)

BTCP/IP connections through the network

Creporting

Dheartbeat mechanism between Contact Center components

Ecaller defines the reason for the call from several menu options

Show Suggested Answer

Suggested Answer: A, E

An Interactive Voice Response (IVR) system in a Contact Center environment provides several key functionalities, including: A. Access a database and provide the caller with all the needed information to complete the transaction (Self Service): This allows callers to retrieve information, perform transactions, or resolve issues without needing to speak with an agent, enhancing efficiency and caller satisfaction. E. Caller defines the reason for the call from several menu options: By interacting with IVR menu options, callers can specify the nature of their call, which helps in routing the call to the most appropriate resource or service within the contact center. Reference: Documentation on Cisco's IVR solutions, such as Cisco Unified Customer Voice Portal, often outlines these and other functionalities provided by IVR systems in contact center environments.

by Amber at Sep 13, 2024, 01:51 PM

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2 months ago

A and E for sure! Nothing beats an IVR for giving callers the information they need without tying up an agent. Although I do wonder if the dev team was having a laugh with some of these other options...

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Reid

2 months ago

The other options seem more technical and behind-the-scenes for the Contact Center environment.

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Micah

2 months ago

Yeah, those options make the IVR system efficient and user-friendly.

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Junita

2 months ago

I agree, A and E are definitely the key functionalities for an IVR system.

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Dalene

3 months ago

I'm not sure about option E. I think it might be option D because the heartbeat mechanism is important for IVR systems.

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3 months ago

I'd go with A and E. That's the whole point of an IVR - to let callers navigate through a menu of options and retrieve information without needing to speak to an agent.

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