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2. Interactive voice response - Wikipedia

   en.wikipedia.org/wiki/Interactive_voice_response

   With the introduction of SIP contact centers, call control in a SIP contact center can be implemented by CCXML scripting, which is an adjunct to the VXML language used to generate modern IVR dialogues. As calls are queued in the SIP contact center, the IVR system can provide treatment or automation, wait for a fixed period, or play music.

3. Dialed Number Identification Service - Wikipedia

   en.wikipedia.org/wiki/Dialed_Number...

   If a call center is handling calls for multiple product lines, the corporate telephone system that receives the call analyzes the DNIS signaling and may play an appropriate recorded greeting. For interactive voice response (IVR) systems, DNIS is used as routing information for dispatching purposes, to determine which script or service should be ...

4. Automated telephone survey - Wikipedia

   en.wikipedia.org/wiki/Automated_telephone_survey

   An automated phone survey applies the interactive voice response system is any telephone system that interacts with callers without input from a human other than the caller. More specifically, interactive voice response, or IVR, is the technology that automates telephone contact between humans and machines.

5. Call management - Wikipedia

   en.wikipedia.org/wiki/Call_management

   The process is most prominently utilized by corporations and the call centre industry and has its highest effectiveness when call logging software tools are used. [1] [2] Calls are routed according to the set up of calling features within the given system such as Call queues, IVR menus, Hunt groups and Recorded announcements. Call features ...

6. Call centre - Wikipedia

   en.wikipedia.org/wiki/Call_centre

   The contact center is a central point from which all customer contacts are managed. Through contact centers, valuable information can be routed to the appropriate people or systems, contacts can be tracked, and data may be gathered. It is generally a part of the company's customer relationship management infrastructure. The majority of large ...

7. Visual Interactive Voice Response - Wikipedia

   en.wikipedia.org/wiki/Visual_Interactive_Voice...

   Visual Interactive Voice Response (Visual IVR) is conceptually similar to voice Interactive voice response (IVR). Visual IVR uses web applications to "instantly create an app-like experience for users on smartphones during contact center interactions without the need to download any app." [1] The user interacts with a visual interface by touch or click commands on his mobile or computer screen ...