Category: (3) TAM Application Type
Application Identifier: 5.22.3.2
Maturity Level: 4
Voice Channel Contact applications provides the means for a customer to speak to a service representative, including the mechanism to query the customer (e.g. – IVR) on the nature of their request, and routing of the contact to the best available agent and presentation to the agent of select call information.
This was created from the Frameworx 16.0 Model