Glossary: auto-attendant/attendant


All contact center vendors offer automated attendant functionality for handling incoming interactions. Auto-attendant applications contain business logic for building work flows to route, categorize, define, and prioritize interactions. Businesses use auto-attendants to improve the customer experience, extend business capabilities (such as hours of operation), or offload volume from agents to self-service applications. Auto-attendants exist for each distinct media type (such as voice and chat). Each media type has different rules and requirements for interaction handling with some of the same high-level business logic. Auto-attendants are easy-to-learn applications that do not require scripting or understanding of a programming language.