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Glossary
Definitions of customer-engagement and telephony terms. 168 pages.
Adherence / Schedule Adherence
After-Call Work (ACW)
Agent
Agent Coaching
Agent Desktop
Agent Occupancy
Agent Utilization
Agentic AI
AI Automation
AI chatbot
AI Cold Calling
AI Conversations
AI Customer Service
AI for Business
AI IVR
AI Receptionist
AI Voice Generator
Artificial Intelligence (AI)
Auto Dialer
Auto QA
Automated Attendant / Auto Attendant
Automatic Call Distributor (ACD)
Automatic Number Identification (ANI)
Automatic Speech Recognition (ASR)
Automation Studio
Average Handling Time (AHT)
Average Hold Time (AHT)
Bring Your Own Carrier
Bulk SMS Sender
Business Process Outsourcing (BPO)
Call Center Agent Scorecard
Call Center Agent Software
Call Center Agent Utilization
Call Center Coaching
Call Center CRM Software
Call Center Management
Call Center Reporting
Call Center RFP
Call Center Software
Call Center Solution
Call Flow
Call Recording Compliance in India
Call Time or Talk Time
Caller
Chat Messages
Churn Rate
Click-to-Call
Cloud Call Center
Cloud Contact Center
Co-browsing
Cold Call
Composability
Contact Center
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
Conversational AI and its Usecases
CPaaS
Cross-sell
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 Satisfaction (CSAT)
Customer Service
Customer Service Representative (CSR)
Data Residency
Digital Communication
Direct Inward Dialing (DID)
Disaster Recovery
Education Technology
Emergency Location Identification Number
Emotion Detection
Employee Engagement
Experience Orchestration
Generative AI
Historical Data
Hosted Call Center
Hosted Contact Center
Hosted Dialer
Hosted Services
Identity Resolution
Idle Time
Inbound Call
Inbound Call Center
Intelligent Call Router (ICR)
IVR (Interactive Voice Response)
Journey Mapping
Knowledge Management
Leaderboards
Local Area Network (LAN)
Lost Call
Missed Call Service
Mobile Voice
Modern Contact Center
Moment of Truth
Multi-Channel Contact Center
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)
PCI DSS Compliance (Voice/IVR)
Performance Management
Performance Management System
Predictive Analytics
Predictive Dialing
Private Branch Exchange (PBX)
Quality Management
Quality Management Calibration
Real-Time Adherence (RTA)
Response Time
Robotic Process Automation
Sentiment Analysis
Service Level Agreement
Shrinkage
SMB
Softphone
Software as a Service (SaaS)
Speech Analytics
System Administrator
Talk Time
Touchpoint
Trunk
TTS (Text-to-Speech)
Unified Communications as a Service (UCaaS)
Upsell
Utterance
Virtual Agent
Virtual Call Center
Virtual Contact Center (VCC)
Voice AI
Voice Assistant
Voice Assistant vs. Voicebot vs. IVR
Voice Broadcast
Voice OTP / Missed-Call-Based Authentication
Voice Over Internet Protocol (VoIP)
Voice Platform
Voice Services
Wallboards
What are AI Agents?
What is a Call Center? Is it Different Than a Contact Center?
What is CXaaS and How Does it Work?
What is Text-to-Speech (TTS)?
Wide Area Network
Workforce Optimization (WFO)
Workforce Planning
Workload
Workload Management