ANI (Automatic Number Identification)
ANI (Automatic Number Identification) is a technology solution that allows the contact center to recognize the calling number of a customer [...]
Basic Rate Interface (BRI)
Basic Rate Interface (BRI) is a form of ISDN that delivers two 64 Kbit/s channels of digital communication over one carrier. BRI was an important [...]
Call/Contact Blending
Contact/Call blending is the mixing of inbound and outbound agents in one call center.
Contact Center Analytics
Contact center analytics are technologies that support the contact center manager and staff in optimizing the agent performance on a daily basis [...]
Dialer
What is a Dialer? It's a system or machine that connects calls to live agents. It can be manual or pre-configured to rotate through a preset list [...]
First Contact Resolution (FCR)
What is First Contact Resolution in a contact center? First contact resolution (FCR) is the process of ensuring that every customer has a positive [...]
IEEE 802.1p
IEEE 802.1p is a protocol standard for traffic classification developed by the IEEE LAN/MAN Standards Committee (LMSC). The standard allows [...]
LAN
LAN (Local Area Network) is a group of computers and associated devices that share a common communications path, typically a high-speed data [...]
Metro Ethernet
Metro Ethernet provides the high capacity that contact centers need to deliver superior calling experiences for their customers. By providing a [...]
Onboarding
The contact center onboarding process is a collection of steps and procedures that are used to introduce new employees into the company. Contact [...]