Public Switched Network (PSN)
What is a PSN in your contact center: a series of technologies which transmit various voice, data, video, or electrical signals between two points [...]
Schedule Horizon
Schedule Horizon quickly identifies the times when you'll need to staff and call more agents. It does this by automatically identifying critical [...]
Speed Of Answer
In contact center terminology, Speed Of Answer (SOA) is a measure of the average length of time it takes for an agent to answer a call.
Two-factor authentication (2FA)
Two-factor authentication is when you have to confirm your identity by using two different methods. It's also known as two-step verification. It [...]
Workforce Management System
WFMS is a computer system that schedules, manages and controls the flow of work through a call center, ensuring the most efficient service level [...]