ACD (Automatic Call Distributor)
Automatic Call Distributor is a contact center term used to describe a system that distributes inbound telephone calls over multiple agents as [...]
Automation
Automation in contact center is a system that responds to customers in unassisted way by making fewer mistakes, eliminating delays and decreasing [...]
Call Control
Call control in contact center is a service that employs methods to handle incoming calls. This includes handling the actual making of phone calls [...]
Click to Chat
The Click to Chat feature gives your customers 24/7/365 ability to message your contact center, and will allow your customers to reach you in the [...]
Customer Journey Management
Contact center customer journey management is the measurement and analysis of the interactions between the contact center and customers.
Enhanced 911 (E911)
Enhanced 911 (E911) is a computer-based system that allows emergency services to identify the telephone number and address of a caller who is [...]
Help Desk
(Help Desk) – an employee of a contact center who provides assistance to customers with regard to the use of products or services offered by the [...]
Intraday Management
Intraday management is defined as a periodic management of performance of call center agents, it is also known as the contact center performance [...]
Longest Delay in Queue (LDQ)
The Longest Delay in Queue (LDQ) is the maximum amount of time that a call is permitted to remain in the queue. If the amount of time exceeds this [...]
Network Inter-Flow
In contact center, Network Inter-Flow is a process of transferring the inter-flow of customer from one agent to another agent.