Cisco 500-442 Exam With Confidence Using Practice Dumps

The correct answer is A and E. The Cisco VVB has the following features:

• Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies1.
• Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent1.
• Provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities1.
• Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time1.

Option B is incorrect because it is the opposite of what Cisco VVB does.Cisco VVB allows customers, not agents, to use voice commands without interacting with an agent1.

Option C is incorrect because Cisco VVB supports multiple languages for ASR and TTS, not just one1.

Option D is incorrect because it confuses the roles of customers and agents.Cisco VVB provides better customer service, not agent service, by transferring customers to the right agent, not vice versa1.

An Interactive Voice Response (IVR) system in a Contact Center environment provides several key functionalities, including:A.Access a database and provide the caller with all the needed information to complete the transaction (Self Service):This allows callers to retrieve information, perform transactions, or resolve issues without needing to speak with an agent, enhancing efficiency and caller satisfaction.E.Caller defines the reason for the call from several menu options:By interacting with IVR menu options, callers can specify the nature of their call, which helps in routing the call to the most appropriate resource or service within the contact center.References:Documentation on Cisco's IVR solutions, such as Cisco Unified Customer Voice Portal, often outlines these and other functionalities provided by IVR systems in contact center environments.

Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) include:D.Customer Satisfaction:This metric assesses the level of satisfaction that customers have with their interactions with the contact center, often measured through surveys or feedback mechanisms.E.Call Abandon Rate:This metric tracks the percentage of calls that are abandoned by callers before reaching an agent, indicating potential issues with wait times or call handling efficiency.References:Cisco's documentation on contact center management and KPIs often includes discussions on various metrics, including customer satisfaction and call abandon rate, highlighting their importance in assessing call quality.