Procurement
Procurement is an inbound contact center process in which an organization collects or “gathers,” information about a product or service that they [...]
SaaS (Software as a Service)
SaaS or Software as a Service is a type of cloud computing. The term was coined in the year 1999. It involves perceiving the working of an [...]
Softphone
Softphone, also known as softphone application is a software that provides IP telephony capabilities to a computer or a mobile device.
Trunk Hold Time
Trunk Hold Time is used to calculate how long a customer has to wait in queue before speaking with an agent or representative.
WFM (Workforce management tools)
WFM (Workforce management tools) is a term describing software functions for managing the availability of customer service representatives. These [...]