Inbound Call

Inbound Call

Inbound calls are those initiated by customers and received as incoming calls by agents who will help to resolve a problem or issue. Contact centers can be either exclusively outbound, inbound, or do a blended mix of both. 

Intelligent Virtual Assistant (IVA)

Intelligent Virtual Assistant (IVA)

Intelligent virtual assistants, also known as Intelligent Virtual Agents, are software that utilizes a set of rules and Artificial Intelligence (AI) to interact with customers and carry out service and support interactions…

Interactive voice response (IVR)

Interactive voice response (IVR)

Interactive voice response (IVR)  is a phone system that intakes and routes calls based on touch tone input or voice commands.