Let’s review the three capabilities of the IPCC :

  • Interactive Voice Response (IVR) : It is the opportunity to play recorded messages over the phones to users. IVR is then able to react to user input like spoken input or DTMF tones.
  • Automatic Call Distribution (ACD) : It is the ability to provide automatic call routing for incoming calls and the opportunity to send these calls to agents based on their availability or how long they have been idle.
  • Computer Telephony Integration (CTI) : It is the opportunity to provide screen pop to agent desktops during call transfer. these call information provided via the pop-up can be the number dialed, th ANI , information inputs and so on. CTI is also able to interact with windows applications.