Auto Wrap-Up
Auto wrap-up is a contact center feature that allows you to reduce the time spent on hold by making calls automatically hang up after a specified [...]
Call Avoidance
In contact center terminology, Call Avoidance is a common term used to define the tendency of a caller to terminate a contact prior to completion.
Channel
A channel is a format used by the contact center to receive customer contacts and then route them to a specific set of agents or to specific [...]
CTT
CTT stands for contact type and content type, two of the major factors that affect call routing results
E911
E911 is a system that connects a calling party to the appropriate emergency service. The address of the subscriber is transmitted along with the [...]
Graphical User Interface (GUI)
GUI often called as Graphical User Interface, which is nothing but a visual user interface. In simple words, it means you can use the system [...]
Interaction
Interaction is the communication between the contact center representative and the caller. The objective of interaction is to gather information, [...]
Local Exchange Carrier (LEC)
LEC is a Local Exchange Carrier. Their primary responsibility is to ensure that the local exchange operates efficiently and effectively. This [...]
Multichannel Cloud Contact Center
Live chat multichannel cloud contact center solutions allow brands to provide better experience for customers through real-time, personalized [...]
Peaked Traffic
Peaked traffic in a contact center is an important measure of call flow efficiency. This is associated with the number of calls using a per unit [...]
Quality Plans
Quality plans are documents that speak of contact center planning and the standards to be maintained. They are policies that bound the service [...]
Server
A server is a computer that provides client services over a network. A server can provide various services on behalf of other computers and [...]
TAPI
TAPI or The Application Programming Interface (TAPI) is a software interface that allows applications to make calls on a telephony system. It [...]
Video Calls
Video calls can be used to make online video chat, whether for personal or business purposes. The definition of video call can be traced back in [...]
Yellow Pages (YP)
The Internet is a vast yellow, pages directory full of gigabytes of information. Much of the yellow pages we use today was its beginning. It [...]