HDI Support Center Director - Unit 4 Study
Guide
Identify common tools and technologies used in the support center - ANS-Telephony tools
-Automated Call Distribution (ACD)
-Automatic Voice Recognition (AVR)
-Interactive Voice Response (IVR)
-Voice-over Internet Protocol (VoIP)
-Computer Telephony Integration (CTI)
Collaboration Tools
-Knowledge Sharing Tools
-Instant Messagine
-Wikis
-Screen Sharing
-Digital Whiteboards
-Social Media messaging (e.g. Facebook, Twitter, Linkedin, Google+)
Remote Support Tools
-Remote Control
-Remote Collaboration
-Remote Administration
Monitoring and Alerting Tools
-Monitor boards (system/service status)
-Paging systems
-Real time messaging systems
Self-service technologies
Automated Remediation technologies
Social Media technologies
Cloud Services technologies - public, private, hybrid models
-Application-as-a-Service (AaaS)
-Desktop-as-a-Service (DaaS)
-Infrastructure-as-a-Service (IaaS)
-Platform-as-a-Service (PaaS)
-Software-as-a-Service (SaaS)
-Storage-as-a-Service (STaaS) (e.g. Dropbox, Google Docs)
, Service Management Systems
-Incident and Service Request Management
-Problem Management
-Change Management
-Configuration Management
-Asset Management
-Event Management
Knowledge Management Systems
Workforce Management Systems
Reporting Systems
Mobile Device Management
Describe the purpose of telephony systems for support - ANS-The purpose of telephony
systems is to provide an interactive channel for phone communication, Internet calling, mobile
communication, faxing, voicemail, and video conferencing. Telephony systems can be
implemented via traditional wired systems, IT Telephone systems, and VOIP systems.
Describe Automated Call Distributor (ACD) systems - ANS-An ACD system is a systems that
distributes incoming contacts to support analysts. The main task of an ACD system is to route
calls to the appropriate analysts based on established business rules. The systems includes
hardware, lines, switches, and software
Explain the purpose of an ACD System - ANS-The purpose of an ACD is to distribute incoming
calls/contacts (typically large volumes) to a specific group of individuals/agents based on a set
of predefined routing strategy. ACD's are used where incoming calls/contacts need to
speak/interact with someone, but not any specific individual
Describe Interactive Voice Response (IVR) systems - ANS-Interactive Voice Response (IVR) is
a component of a telephony systems that interacts with callers, collects data, and can provide
solutions by routing contacts to the appropriate analyst. An (IVR) uses a combination of voice
recognition, a feature called Automatic Voice Recognition (AVR) and touch-tone keypad
selections as input
Explain the purpose of an IVR System - ANS-The purpose of an Interactive Voice Response
(IVR) is to provide a channel that allows users with a touch-tone phone to obtain information (via
interaction with a database) or enter data.
An IVR is a component of a telephony system that interacts with callers, collects data, provides
more intelligence to routing , and can provide solutions directly to the caller.
Guide
Identify common tools and technologies used in the support center - ANS-Telephony tools
-Automated Call Distribution (ACD)
-Automatic Voice Recognition (AVR)
-Interactive Voice Response (IVR)
-Voice-over Internet Protocol (VoIP)
-Computer Telephony Integration (CTI)
Collaboration Tools
-Knowledge Sharing Tools
-Instant Messagine
-Wikis
-Screen Sharing
-Digital Whiteboards
-Social Media messaging (e.g. Facebook, Twitter, Linkedin, Google+)
Remote Support Tools
-Remote Control
-Remote Collaboration
-Remote Administration
Monitoring and Alerting Tools
-Monitor boards (system/service status)
-Paging systems
-Real time messaging systems
Self-service technologies
Automated Remediation technologies
Social Media technologies
Cloud Services technologies - public, private, hybrid models
-Application-as-a-Service (AaaS)
-Desktop-as-a-Service (DaaS)
-Infrastructure-as-a-Service (IaaS)
-Platform-as-a-Service (PaaS)
-Software-as-a-Service (SaaS)
-Storage-as-a-Service (STaaS) (e.g. Dropbox, Google Docs)
, Service Management Systems
-Incident and Service Request Management
-Problem Management
-Change Management
-Configuration Management
-Asset Management
-Event Management
Knowledge Management Systems
Workforce Management Systems
Reporting Systems
Mobile Device Management
Describe the purpose of telephony systems for support - ANS-The purpose of telephony
systems is to provide an interactive channel for phone communication, Internet calling, mobile
communication, faxing, voicemail, and video conferencing. Telephony systems can be
implemented via traditional wired systems, IT Telephone systems, and VOIP systems.
Describe Automated Call Distributor (ACD) systems - ANS-An ACD system is a systems that
distributes incoming contacts to support analysts. The main task of an ACD system is to route
calls to the appropriate analysts based on established business rules. The systems includes
hardware, lines, switches, and software
Explain the purpose of an ACD System - ANS-The purpose of an ACD is to distribute incoming
calls/contacts (typically large volumes) to a specific group of individuals/agents based on a set
of predefined routing strategy. ACD's are used where incoming calls/contacts need to
speak/interact with someone, but not any specific individual
Describe Interactive Voice Response (IVR) systems - ANS-Interactive Voice Response (IVR) is
a component of a telephony systems that interacts with callers, collects data, and can provide
solutions by routing contacts to the appropriate analyst. An (IVR) uses a combination of voice
recognition, a feature called Automatic Voice Recognition (AVR) and touch-tone keypad
selections as input
Explain the purpose of an IVR System - ANS-The purpose of an Interactive Voice Response
(IVR) is to provide a channel that allows users with a touch-tone phone to obtain information (via
interaction with a database) or enter data.
An IVR is a component of a telephony system that interacts with callers, collects data, provides
more intelligence to routing , and can provide solutions directly to the caller.
