Definition: Automatic Number Identification (ANI) is a telecommunications feature that automatically identifies and displays the… ... Read more
Definition: Average Hold Time (AHT) is the typical duration a customer spends on hold before… ... Read more
Definition: Business process outsourcing (BPO) is the practice of contracting external service providers to manage… ... Read more
Definition: Talk time refers to the duration that an agent spends on the phone talking… ... Read more
Definition: A hosted service refers to an IT infrastructure arrangement dedicated to a single client,… ... Read more
Definition: Interactive Voice Response (IVR) is a technology that allows customers to interact with a… ... Read more
Definition: Mobile voice refers to the capability of mobile devices to facilitate voice communications using… ... Read more
Definition: Outbound IVR refers to automated systems that send pre-recorded messages or alerts to customers… ... Read more
Definition: Sentiment analysis is a method used to evaluate the tone of written or spoken… ... Read more
Definition: A softphone is a software-based phone system that allows users to make phone calls… ... Read more
Definition: Software as a Service (SaaS) is a cloud-based software distribution model where applications are… ... Read more
Definition: Speech analytics involves the analysis of recorded calls to extract valuable insights regarding customer… ... Read more
Definition: Voice over Internet Protocol (VoIP) is a technology that allows for the transmission of… ... Read more
Definition: A voice platform is a technology framework that facilitates voice communication services, including IVR… ... Read more
Definition: Voice services encompass a range of telecommunications technologies that facilitate voice communication through various… ... Read more
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