Automated Attendant
What is an automated attendant? An automated attendant is a type of virtual receptionist that allows callers to navigate the phone-based services [...]
Call Barging
Call barging is when a caller doesn't clearly identify themselves in purpose of the call. Inbound rep must confirm that the caller is calling [...]
Chat
Chat might also be termed as talk agency or customer support center. It is a form of interaction via messenger or other messaging system like [...]
Customer Care
Customer Care in contact center is the department or the function of a company, which primarily focuses on supporting customers to resolve and [...]
Echo Cancellation
The purpose of echo cancellation is to remove the repetitive sound in the telephone conversation, caused by the telephone network. The network [...]
GrXML
Call center technology uses the GrXML standard to capture and display call center information. With GrXML, you can obtain and utilize critical [...]
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is a technology that allows businesses to route customer calls based on the customer's spoken input.
Location Service
Location Service is a service that helps contact centers improve sales and revenue by improving customer satisfaction through real time localized [...]
Multiprotocol Label Switching (MPLS)
Multiprotocol Label Switching (MPLS) is used today to transport voice, video and data services over a single infrastructure. This technology [...]
Percent Allocation
Percent allocation is a contact center term used to describe the distribution of available resources to handle a proportionally equal number of [...]
Queue
Queue is often a region of a wait queue that can hold jobs or packages till they are executed. In a contact center, the term can also refer to an [...]
Service Bureau
The service bureau is a set of personnel, facilities, equipment and services provided by a third party to a company, the company’s clients or the [...]
Task Buttons
What's a task button? A task button is a touchable interface element (button) that can either be implemented as a transient element in the page, [...]
Videoconferencing
Videoconferencing is an advanced video communication technique over the Internet, allowing all parties in the meeting to converse with each other [...]
Yelp
Yelp is a fun and easy way to find, recommend and talk about what’s great – and not so great - in San Francisco and beyond. Search for the best [...]