Asynchronous Transfer Mode (ATM)
Asynchronous Transfer Mode (ATM) is the protocol in IP telephony networks that enables voice, data, video, and multimedia applications to be [...]
Busy Hour
Busy hour in contact center is the period of the day with maximum processing activity for voice and other contact channels (chat, e-mail, social [...]
CCaaS (Contact Center as a Service)
CCaaS is a solution that enables companies of all sizes to stretch their communications budget by leveraging the power of cloud computing. When [...]
CT Connect
CTI or CT Connect is a technology that enables real time communications between call center agents and customers using a combination of softphone [...]
Double Jack
Double Jack is when 2 agents are handling a call at the same time. It is a risk factor, but also a means of training and rapid workflow handling.
Gate
A gate is the entry call routing function before the contact is delivered to a system. It can be either a destination within a single contact [...]
Integrated Services Digital Network (ISDN)
Integrated Services Digital Network (ISDN) is the digital circuit used for communications between computers. It is similar to regular dial-up [...]
Live Monitoring
Live Monitoring is an Advanced Call Center Technology (ACCT), that provides real-time monitoring of agent's performance. With Live Monitoring, [...]
MPLS
Multi Protocol Label Switching (MPLS) is a technology which allows specific network traffic to travel quickly through the Internet.
PBX/ACD
PBX/ACD is an automated call distribution system used in a call center to route incoming telephone calls to the available agents.