Quiz 1

1. A technology that integrates with another technology, such as a database or a network management system, to obtain information or to perform a function; also called an interactive voice response unit (IVRU).
5. A service desk’s ability to communicate that it wants to satisfy its customers’ needs.
6. A CTI function that enables information about the caller to appear, or pop up, on an analyst’s monitor based on caller information captured by the telephone system and passed to a computer system.
8. Customers are usually unwilling to engage in social conversation and want to get to the point immediately.(common communications styles)
9. ___________ an abbreviation formed from the first letters of a series of words, such as TSC for Technology Support Center.

2. _______ refers to the service desk’s ability to be available when customers need help and to make it easy for customers to obtain help.
3. feature that prevents the ACD from routing a new inbound call to an analyst’s extension.
4. ______ refers to the highness or lowness of vocal tone.
5. A question that prompts short answers, such as “yes” and “no.”
7. The linking of computing technology with telephone technology to exchange information and increase productivity.