I have read about a user entering their account number but never saw how that information is presented to an agent.
For example, when you call your cable company it asks you to enter your account number (phone number) and when you connect to an agent, they have that information already and can pull up your account.
Is this included in the information that the agent receives when connected to the call?
IVR gathers the data. Inserts into a call variable (travels with the call). Arrives at the agent desktop. Is extracted and displayed.
CTI (Computer Telephony Integration) has been doing this for 20 years.
Using UCC Express?