It was a common and secure way of allowing businesses to take credit card payments. Any time an automated system answered your call and asked you to dial a number to select an option, it was probably a DTMF system.ĭTMF had other uses, too. Most people reading this article will have had experience with these tools. This allows businesses to gather intent and route the caller to the correct agent based on their choices. The IVR system listens to the tone produced by the key press and then performs the corresponding action. These tools automatically answer the call then provide the caller with options they can select by pressing a particular key. How do contact centers use DTMF?ĭTMF systems are widely used in contact center IVR systems. And some contact centers still use these systems today. In the 1960’s, these systems replaced rotary dials as the primary way of making phone calls.īut the tech is also well-known for its use in common contact center technologies. This means there’s no chance it will mistake human voices for a button push. The key to the system’s effectiveness is that the sound consists of two separate tones. Each tone is different, allowing systems to identify which button was pushed and take actions based on this selection. Pushing a phone key produces a high and a low tone. Dual Tone Multi-Frequency (DTMF) is a technology that allows telephone callers to communicate with automated programs by pressing number keys.
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