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It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. The average call handling time (AHT) is also one of the oldest and most important key performance indicators (KPI) for contactcenter performances.
Contactcenters benefit from a versatile solution when using an interactive voice server, as they can: Control callflows. The IVR enables you to optimize the administration of your incoming calls by qualifying them and then routing them to the right agent based on the request.
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