Agent
A contact center agent typically works in a call center environment. It is their role to answer calls and offer support for products and services [...]
Average Delay Of Delayed Callers
Average delay of delayed callers is one of the contact center metrics that is used to monitor contact center performance. It is a delay expressed [...]
Call Guide
Call Guide is a tool which helps the call center agent to efficiently guide the customer through the product which is being sold.
Collaborative Browsing
Collaborative Browsing is an enhancement to the traditional Telephony model, that allows a Contact Center Agent and customer to jointly control a [...]
Customer Service Contact Center
Customer Service Contact Center agents are the most visible point of contact for customers seeking satisfaction. The role requires an ability to [...]
Erlang-Engset
Erlang and Engset are two definitions of the contact center. The Erlang is used to indicate the number of agents needed to serve a number of calls [...]
Hosted contact center
A hosted contact center is a software based application that resides on the cloud, so it is more suitable for dynamic business requirements and [...]
IVR (Interactive Voice Response)
IVR (Interactive Voice Response) is a technology that uses voice interaction with the human operator via a touch tone keypad, to automate response [...]
Managed IP telephony services
Managed IP telephony services in contact center is a full-service, end-to-end solution with managed services for the customer’s voice, data, and [...]
Nuisance Call
In telecommunications, a nuisance call is a telephone call that generates very low amounts of income (via long distance revenue for an outside [...]