 | Computer Telephony Integration
Upon completion of this lesson, the learner will be able to:
- Explain the need for automated help desk telephone systems.
- Describe the functions of an automated call distributor (ACD).
- Describe the benefits of skill-based routing.
- Discuss the features of Interactive Voice Response (IVR) applications.
- Explain how Automatic Speech Recognition (ASR) is used in a help desk.
- Discuss the importance of computer telephony integration (CTI).
- Describe the benefits of a unified queue.
- List common statistics captured by a computer telephony integration (CTI) application.
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