Glossary

Discover Voice terminologies

Showing results for tag: voice

Aa

Automatic Number Identification (ANI)

Definition: Automatic Number Identification (ANI) is a telecommunications feature that automatically identifies and displays the originating phone...

Voice

Automatic Speech Recognition (ASR)

What is Automatic Speech Recognition (ASR)? Automatic Speech Recognition (ASR) is a technology that converts spoken language into written text in...

Voice

Average Hold Time (AHT)

Definition: Average Hold Time (AHT) is the typical duration a customer spends on hold before connecting with a call center agent. Key Elements of...

Contact CenterVoice

Bb

Business Process Outsourcing (BPO)

Definition: Business process outsourcing (BPO) is the practice of contracting external service providers to manage non-core business functions,...

Voice

Cc

Call Time or Talk Time

Definition: Talk time refers to the duration that an agent spends on the phone talking to customers during calls. Key Elements: Measurement:...

Contact CenterVoice

Hh

Hosted Services

Definition: A hosted service refers to an IT infrastructure arrangement dedicated to a single client, offering a highly customized solution that...

Contact CenterVoice

Ii

IVR (Interactive Voice Response)

Definition: Interactive Voice Response (IVR) is a technology that allows customers to interact with a computerized system through voice or keypad...

Voice

Mm

Mobile Voice

Definition: Mobile voice refers to the capability of mobile devices to facilitate voice communications using various technologies, including VoIP....

Voice

Oo

Outbound IVR (Interactive Voice Response)

Definition: Outbound IVR refers to automated systems that send pre-recorded messages or alerts to customers via phone calls, texts, or emails. Key...

Voice

Ss

Sentiment Analysis

Definition: Sentiment analysis is a method used to evaluate the tone of written or spoken language, determining whether the sentiment is positive,...

Contact CenterVoice

Softphone

Definition: A softphone is a software-based phone system that allows users to make phone calls over the internet without needing physical hardware....

Voice

Software as a Service (SaaS)

Definition: Software as a Service (SaaS) is a cloud-based software distribution model where applications are hosted on remote servers and accessed...

Contact CenterConversational AIMessagingVoice

Speech Analytics

Definition: Speech analytics involves the analysis of recorded calls to extract valuable insights regarding customer interactions and sentiments Key...

Voice

Tt

TTS (Text-to-Speech)

What is TTS (Text-to-Speech)? Text-to-Speech (TTS) is a technology that converts written text into natural-sounding spoken voice. Primarily used to...

Voice

Vv

Voice Over Internet Protocol (VoIP)

Definition: Voice over Internet Protocol (VoIP) is a technology that allows for the transmission of voice communications over the internet instead of...

Voice

Voice Platform

Definition: A voice platform is a technology framework that facilitates voice communication services, including IVR and speech recognition. Key...

Voice

Voice Services

Definition: Voice services encompass a range of telecommunications technologies that facilitate voice communication through various platforms. Key...

Voice