These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer. Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world.

Whether or not it's the right solution for a specific call center will depend on their business needs. With dual tone multi frequency (DTMF), callers can also key in account numbers or order numbers, which can then be passed to the service agent so she can get a jump start on solving the caller's issue.ĭual tone multi frequency (DTMF) can be effective to use with IVRs when the menu options are straightforward or when the caller needs to enter a long number. For example, the IVR might say, 'Press 1 for claims,' and by pressing one the caller will be connected to a claims representative.

By using dual tone multi frequency (DTMF), a caller simply needs to push the number on his keypad that corresponds to the number of the menu option. An IVR is the front end of the phone call that greets the caller and provides him with menu options. It does this by sending two tones for every number pushed - one high frequency and one low frequency.ĭual tone multi frequency (DTMF) has an important use in call centers, as many interactive voice response (IVR) systems use dual tone multi frequency (DTMF) as a way for callers to navigate their menus.

It signals the phone company that you want to make a call and sends a command to the switch. What is Dual Tone Multi Frequency (DTMF)?ĭual tone multi frequency (DTMF) is a technology used with touch tone phones, best known to users as the sound made when pressing a number key.

Dtmf tone dialer