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Froggy Jumps
Froggy Jumps

Contact Center Concepts Quiz

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Contact Center Concepts Quiz

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Core terms and definitions

Created by

Mark Laurence Compañero
Mark Laurence Compañero
Singapore

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Contact Center Concepts Quiz
 

Froggy Jumps

Contact Center Concepts QuizOnline version

Core terms and definitions

by Mark Laurence Compañero
1

What is the term for an automated greeting that directs callers to the right option?

2

Which term describes an AI-driven agent handling routine interactions without human input?

3

What software is delivered as a service over the internet for contact centers?

4

Which system initiates outbound calls to prospects or customers?

5

What provides insights that measure how customers interact across channels?

6

Which practice predicts contact volume to plan staffing?

7

What connects telephony networks to the contact center platform?

8

What is software hosted by a provider and accessed remotely?

9

Which system understands spoken or keypad inputs to route calls?

10

What term covers customer flows from first contact to resolution across channels?

11

Which channel is included in Five9 Digital Engagement for real-time customer conversations?

12

Five9’s WhatsApp Business integration is part of its Digital Engagement suite.

13

What is the Five9 product that unifies chat, SMS, and social messages?

14

Which social channels are commonly supported in Five9 Digital Engagement?

15

True or False: Five9 Digital Engagement supports Email as a channel.

16

What feature enables agents to manage conversations across channels in one place?

17

The ability to embed a chat widget on a website is part of Five9 Digital Engagement.

18

Which routing approach is used to assign digital conversations across channels?

19

What analytics are typically provided by Five9 Digital Engagement?

20

Which integration helps trigger messages after a call or engagement?

 
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