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Contact Center
Contact Center
 Conversational AI
Conversational AI
 Messaging
Messaging
 Voice
Voice

A

Agent

Definition of Agent: Agents are representatives who interact ... ...Read more

Agent Coaching

Definition of Agent Coaching: Agent coaching is a structured ... ...Read more

Agent Occupancy

Agent Occupancy Definition: Agent occupancy measures the per ... ...Read more

Auto Dialer

Definition of Auto Dialer: An auto dialer is a software appl ... ...Read more

Automatic Call Distributor (ACD)

Definition of  ACD: Automatic Call Distributor (ACD) is a s ... ...Read more

Automatic Number Identification (ANI)

Definition of ANI: Automatic Number Identification (ANI) is ... ...Read more

Average Handling Time (AHT)

Definition of AHT: Average Handle Time (AHT) is a key metric ... ...Read more

Average Hold Time (AHT)

Average Hold Time (AHT) Definition: Average Hold Time (AHT) ... ...Read more

B

Business Process Outsourcing (BPO)

Business Process Outsourcing (BPO) Definition: Business proc ... ...Read more

C

Call Center CRM Software

Definition of Call Center CRM Software: Call center CRM soft ... ...Read more

Call Center Management

Definition: Call center management involves overseeing opera ... ...Read more

Call Center RFP

Definition of Call Center RFP: A Request for Proposal (RFP) ... ...Read more

Call Centers and Contact Centers

Call Centers and Contact centers Definition The difference b ... ...Read more

Chat Messages

What is Chat Messages: Chat messages are digital communicati ... ...Read more

Cloud Call Center

Definition of Cloud Call Center: A cloud call center is a vi ... ...Read more

Composability

Definition of Composability: Composability refers to the des ... ...Read more

Contact Center

What is a Contact Center: A contact center is a centralized ... ...Read more

Contact Center As A Service (CCaaS)

What is CCaaS: Contact Center as a Service (CCaaS) is a clou ... ...Read more

Contact Center Management

Definition: Contact center management involves the strategic ... ...Read more

Contact Center Workflow Management

Definition: A contact center workflow is a systematic series ... ...Read more

Customer Experience

Customer Experience Definition: Customer experience refers t ... ...Read more

Customer Experience Platform

What is a Customer Experience Platform: A customer experienc ... ...Read more

Customer Hourney Map

Customer Journey Map Definition: A customer journey map is a ... ...Read more

Customer Journey

Definition of customer journey: The customer journey is the ... ...Read more

Customer Journey Optimization

Definition of Customer Journey Optimization: Customer Journe ... ...Read more

Customer Satisfaction

Customer Satisfaction (CSAT) Definition: Customer Satisfacti ... ...Read more

Customer Service

Customer Service Definition: Customer service refers to the ... ...Read more

D

Disaster Recovery

What is Disaster Recovery: Disaster recovery is a set of pol ... ...Read more

E

Emergency Location Identification Number

What is ELIN: An Emergency Location Identification Number (E ... ...Read more

Experience Orchestration

Experience Orchestration Definition: Experience orchestratio ... ...Read more

H

Hosted Call Center

Hosted Call Center Definition: A hosted call center is a clo ... ...Read more

Hosted Contact Center

Hosted Contact Center Definition: A hosted contact center is ... ...Read more

Hosted Dialer

Definition of Hosted Dialer: A hosted dialer is a cloud-base ... ...Read more

Hosted Services

Hosted Service Definition: A hosted service refers to an IT ... ...Read more

I

Identity Resolution

Definition of  Identity Resolution: Identity resolution is ... ...Read more

Inbound Call Center

What is an Inbound Call Center? An inbound call center is a ... ...Read more

IVR (Interactive Voice Response)

Definition of  IVR: Interactive Voice Response (IVR) is a t ... ...Read more

M

Mobile Voice

What is Mobile Voice: Mobile voice refers to the capability ... ...Read more

Modern Contact Center

Modern Contact Center Definition: A modern contact center is ... ...Read more

Multi-Channel Contact Center

Multi-Channel Contact Center Definition: A multichannel clou ... ...Read more

O

Omnichannel Cloud Call Center

Definition: An omnichannel cloud call center is an integrate ... ...Read more

Omnichannel Cloud Contact Center

What is Omnichannel Cloud Contact Center: An omnichannel clo ... ...Read more

Omnichannel Customer Experience

Omnichannel Customer Experience Definition: An omnichannel c ... ...Read more

Omnichannel Customer Journey

Definition of omnichannel customer journey: An omnichannel c ... ...Read more

Omnichannel Customer Service

Omnichannel Customer Service Definition Omni-channel custome ... ...Read more

Outbound Call Center

Outbound Call Center Definition: An outbound call center is ... ...Read more

Outbound IVR (Interactive Voice Response)

Definition of Outbound IVR: Outbound IVR refers to automated ... ...Read more

P

Performance Management System

Definition: A performance management system is a vital tool ... ...Read more

Predictive Dialing

What is Predictive Dialing: Predictive dialing is an automat ... ...Read more

Private Branch Exchange (PBX)

Definition of PBX: Private Branch Exchange (PBX) is an inter ... ...Read more

S

Sentiment Analysis

Sentiment Analysis Definition: Sentiment analysis is a metho ... ...Read more

Softphone

Definition of Softphone: A softphone is a software-based pho ... ...Read more

Software as a Service (SaaS)

What is SaaS: Software as a Service (SaaS) is a cloud-based ... ...Read more

Speech Analytics

Speech Analytics Definition: Speech analytics involves the a ... ...Read more

T

Trunk

Definition of Trunk: In telecommunications, a trunk refers t ... ...Read more

U

Unified Communications as a Service (UCaaS)

Definiton of UCaaS: Unified Communications as a Service (UCa ... ...Read more

V

Virtual Agent

Definition of Virtual Agent: A virtual agent is an AI-driven ... ...Read more

Virtual Call Center

Definition: A virtual call center is a customer service oper ... ...Read more

Virtual Contact Center (VCC)

Virtual Contact Center (VCC) Definition: A virtual contact c ... ...Read more

Voice Platform

Definition of a Voice Platform: A voice platform is a techno ... ...Read more

Voice Services

What is Voice Services: Voice services encompass a range of ... ...Read more

VoIP

Definition of VoIP: Voice over Internet Protocol (VoIP) is a ... ...Read more

W

Wide Area Network

Definition of Wide Area Network (WAN): A Wide Area Network ( ... ...Read more

Workload Management

Workload Management Definition: Workload management is a str ... ...Read more

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