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It allows all the components of a call center - telephone switches, interactive voice response units, agent work-stations and databases containing customer information to work together efficiently. call distribution systems (AGDs), interactive voice response units (IVRs or VRUs) and contact management systems. Since Fitch's prior review, SPS enhanced its customer service workstation to consolidate interfaces and automate customer verification, and upgraded its telecommunications to integrate its interactive voice response unit with its customer service desktop application. |
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