Which system helps Universal Containers prompt customers for information before connecting them to a support agent?

The correct answer focuses on the Interactive Voice Response (IVR) system, which plays a crucial role in automating customer interactions via telephone. IVR systems are designed to prompt callers with various options and guide them through a menu using their voice or keypad input before routing them to a live support agent. This helps streamline the support process by gathering initial information from customers, allowing for a more efficient experience when they do connect with a representative.

Using IVR, Universal Containers can effectively collect relevant details about the customer’s issue or request, which can then be used to either provide immediate support through automated responses or ensure that they are connected to the most appropriate agent who can assist them further. This not only reduces wait times but also enhances customer satisfaction by ensuring that their needs are understood right from the start.

Other systems like Computer Telephony Integration (CTI), Automatic Call Distribution (ACD), and Order Management Systems serve different purposes. CTI integrates telecom systems with computers for better call handling, ACD distributes incoming calls to agents based on defined criteria, and Order Management Systems focus on tracking orders rather than managing customer interactions directly. Therefore, IVR stands out specifically for its purpose of prompting customers for information prior to connecting with support agents.