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Glossary
Definitions of customer-engagement and telephony terms. 236 pages.
140 Series Number
160 Series Number
1800 Toll-Free Number
ACD (Automatic Call Distribution): Meaning, How It Works & ACD vs IVR
Adherence / Schedule Adherence
After-Call Work (ACW)
Agent
Agent Coaching
Agent Desktop
Agent Occupancy
Agent Quality Monitoring
Agent Utilization
Agentic AI
Agentic Voice AI
AI Automation
AI chatbot
AI Cold Calling
AI Conversations
AI Customer Service
AI for Business
AI IVR
AI Outbound Calling
AI Receptionist
AI Voice Agent
AI Voice Generator
API Rate Limiting
Artificial Intelligence (AI)
Auto Dialer
Auto QA
Automated Attendant / Auto Attendant
Automatic Callback
Automatic Number Identification (ANI)
Automatic Speech Recognition (ASR)
Automation Studio
Average Handling Time (AHT)
Average Hold Time (AHT)
Barge-In (Voice AI)
Blended Agent
Bring Your Own Carrier
Bulk SMS Sender
Business Process Outsourcing (BPO)
Call Barging
Call Blending
Call Center Agent Scorecard
Call Center Agent Software
Call Center Agent Utilization
Call Center Coaching
Call Center CRM Software
Call Center Management
Call Center Meaning: Definition, Types & How It Works
Call Center Reporting
Call Center RFP
Call Center Software
Call Center Solution
Call Detail Record (CDR)
Call Flow
Call Recording
Call Recording Compliance in India
Call Script
Call Time or Talk Time
Call Whisper
Caller
Chat Messages
Churn Rate
Click-to-Call
Cloud Call Center
Cloud Contact Center
Co-browsing
Code-Mixed NLU (Hinglish/Code-Switching)
Cold Call
Composability
Computer Telephony Integration (CTI)
Concurrent Call Limit
Consent Management (Telecom India)
Contact Center
Contact Center Abandon
Contact Center Artificial Intelligence
Contact Center As A Service (CCaaS)
Contact Center Chatbots
Contact Center KPI
Contact Center Management
Contact Center Shrinkage
Contact Center Software
Contact Center Workflow Management
Conversation Design
Conversational AI and its Usecases
Conversational IVR
CPaaS
Cross-sell
CSAT in Call Centers: Full Form, Formula, Benchmarks & How to Improve It
Customer Acquisition Cost
Customer Engagement
Customer Experience
Customer Experience Management
Customer Experience Platform
Customer Feedback
Customer Insights
Customer Interaction Analytics
Customer Journey
Customer Journey Map
Customer Journey Map
Customer Journey Optimization
Customer Loyalty
Customer Service
Customer Service Representative (CSR)
Data Residency
Dialed Number Identification Service (DNIS)
Digital Communication
Digital CX
Direct Inward Dialing (DID)
Disaster Recovery
DND Compliant Voice AI
Domestic Call Center
DoT License
Dual-Tone Multi-Frequency (DTMF)
Education Technology
Emergency Location Identification Number
Emotion Detection
Employee Engagement
Erlang C Formula
Expected Wait Time (EWT)
Experience Orchestration
Fallback Intent
Generative AI
Historical Data
Hosted Call Center
Hosted Contact Center
Hosted Dialer
Hosted Services
Human-in-the-Loop (AI)
Identity Resolution
Idle Time
Inbound Call
Inbound Call Center
Intelligent Call Router (ICR)
Interval (WFM)
IVR (Interactive Voice Response)
Journey Mapping
Knowledge Management
Latency (Voice AI)
Leaderboards
Live Chat
LLM for Voice Agents
Local Area Network (LAN)
Lost Call
Mean Absolute Percentage Error (MAPE)
Missed Call Service
Mobile Number Portability (MNP)
Mobile Voice
Modern Contact Center
Moment of Truth
Multi-Channel Contact Center
Multi-Level IVR
Multilingual Customer Support
Multilingual Voice AI
Multilingual Voicebot
Natural Language Understanding
Number Masking
Omnichannel Cloud Call Center
Omnichannel Cloud Contact Center
Omnichannel Customer Experience
Omnichannel Customer Journey
Omnichannel Customer Service
Operational Efficiency
Outbound Call Center
Outbound IVR (Interactive Voice Response)
Patient Access
PCI DSS Compliance (Voice/IVR)
Performance Management
Performance Management System
Post Call Analytics
Predictive Analytics
Predictive Dialing
Private Branch Exchange (PBX)
Programmable SMS
Programmable Voice
Quality Management
Quality Management Calibration
RCS (Rich Communication Services) Messaging
Real-Time Adherence (RTA)
Response Time
Ring Group
Ringless Voicemail Drop
Robotic Process Automation
Sender ID
Sentiment Analysis
Service Level Agreement
Shrinkage
SIP Trunk for Voice AI
SIP Trunking
SMB
Softphone
Software as a Service (SaaS)
Speech Analytics
Speech Synthesis Markup Language (SSML)
System Administrator
Talk Time
Touchpoint
TRAI Compliance for Contact Centers
Transactional SMS vs. Promotional SMS
Trunk
TTS (Text-to-Speech)
UCC (Unsolicited Commercial Communication)
Unified Communications as a Service (UCaaS)
Upsell
Utterance
Vernacular Voicebot
Virtual Agent
Virtual Call Center
Virtual Contact Center (VCC)
Virtual Mobile Number (VMN)
Voice AI
Voice AI Latency
Voice Assistant
Voice Assistant vs. Voicebot vs. IVR
Voice Biometrics
Voice Broadcast
Voice Cloning
Voice OTP / Missed-Call-Based Authentication
Voice Over Internet Protocol (VoIP)
Voice Platform
Voice Services
Voicebot API
Voicebot vs Chatbot
Wallboards
Webhook
What are AI Agents?
What is CXaaS and How Does it Work?
What is Text-to-Speech (TTS)?
WhatsApp Business API (WABA)
Wide Area Network
Workforce Management (WFM)
Workforce Optimization (WFO)
Workforce Planning
Workload
Workload Management