Abandon
The abandonment of a contact center call is when a caller ends a call without reaching a contact center agent.
Automated Greetings
The objective of automated greetings is to facilitate the call flow by creating a welcome message that can be played via IVR (interactive voice [...]
Call Blending
Call blending in contact centers is where a single telephone number is utilized to route the incoming caller to different departments where they [...]
Chat messages
The live chat messages show the live activity of a customer and his conversation with the customer service representatives. The platform provides [...]
Customer Effort Score (CES)
Definition: Customer Effort Score is a metric you can use to determine how customer-friendly your contact center is.
Economies Of Scale
Economies of scale in a contact center simply refers to the reduction of costs that increases as a contact center grows in size. A call center is [...]
H.323
H.323 is the single most successful enterprise IP-based communication protocol for interconnecting multi-vendor devices and applications. H.323 [...]
Interflow
The concept of Interflow is similar to the one or Two way in a pipeline. The Interflow model has been developed to meet the requirements of [...]
Logged On
Logged On means that you are working at your computer, performing your job. It is used to eliminate any confusion or any typical misunderstandings [...]
N+1 redundancy
N+1 redundancy in contact center holds that under a condition of zero available agents or under-capacity operation, a call can remain in the queue [...]