Final answer:
The answer is D. Automatic predictive dialing. The features in a contact center can include Automatic call distribution, Interactive voice response, and Predictive dialing. Automatic predictive dialing, however, is not considered a feature in a contact center. The correct option is D. Automatic predictive dialing
Step-by-step explanation:
The answer is D. Automatic predictive dialing.
The features in a contact center can include Automatic call distribution, Interactive voice response, and Predictive dialing. Automatic predictive dialing, however, is not considered a feature in a contact center.
Automatic call distribution (ACD) is a telephony system that routes incoming calls to a specific group of agents based on predefined criteria, such as availability or skill level.
Interactive voice response (IVR) is a technology that allows callers to interact with a computerized system through voice or tones. It can be used for tasks like call routing, bill payment, or obtaining information.
Predictive dialing is a feature that automatically dials a list of phone numbers and connects agents to answered calls. It uses algorithms to predict when agents will become available, reducing idle time and maximizing productivity.
The correct option is D. Automatic predictive dialing