ActiveX Controls
ActiveX is a Microsoft OLE based API technology, it provides the standard way of adding components into Internet Explorer and other applications. [...]
Availability
Service Availability is a performance measurement that indicates the contact center’s ability to service all incoming calls. It numerically [...]
Call Detail Record (CDR)
In contact center terminology, a call detail record (CDR) refers to the collection of information about a specific call to a contact center. This [...]
Cloud Contact Center Platform
Cloud Contact Center Platform (CCCP) is a Software-as-a-Service (SaaS) offering that integrates with your existing business processes and [...]
Customer Journey Optimization
Do you want to deliver a superior experience beyond the simple satisfaction of customer expectations? You need to apply customer journey [...]
Envelope Scheduling
Envelope scheduling is a contact center scheduling methodology that addresses the fact that call volume changes over time. Most contact centers [...]
Hit Rate
Hit Rate – is a single or total value, that shows how many of outbound calls are connected successfully.
Invisible Queue
Invisible Queue is a technology that helps the voice agents to manage their time. The agent presses a button to start listening to the messages on [...]
Lost Calls
Lost calls are abandoned call – these are all calls that never progress beyond the initial greeting. This can be due to the customer not being [...]
Non-Contact
Non-contact in a call center is where the customer reaches the call center by email, chat, and web forms as the means of contact.