Answered Call
An answered call is a contact center term used to describe a contact that has successfully connected with an agent for live service.
Blended Agent
Blended Agent is the hybrid agent that combines the best of real world and online agents to offer the fastest, most convenient, and most engaging [...]
Caller-Entered Digits
Caller-Entered Digits, or CED, is the term that refers in telecom to the way a call is entered into a Contact Center environment. It is also now [...]
Contact Center Quality Assurance
Contact center quality assurance is a process of managing and improving contact center customer service through direct, regular and independent [...]
Disaster Recovery (DR)
Disaster recovery (DR) is a strategic and operational business process that ensures the continuity of the contact center services through various [...]
FoIP
FoIP is a Contact Center technology which allows the Contact Center to route phone calls by using SIP.
Inbound
An inbound call center is a system designed to take calls from customers and inquiries from the public. There are two forms of inbound call [...]
LDQ (Longest Delay In Queue)
LDQ (Longest Delay in Queue) is the time period which the caller has waited to be attended by a representative beyond the maximum permissible [...]
Mobile Voice
Mobile Voice is a type of contact center system through a mobile device that sends information to and receives information from the call center. [...]
Outbound Dialing Campaign
Outbound Dialing Campaign – Outbound Dialing campaigns are an electronic marketing technique that may be used for brand promotion, lead generation [...]