Auto Dialer
Auto Dialer in contact center is an intelligent voice dialing system that automatically puts calls through to agents based on the number dialed [...]
Call Admission Control
Call admission control is a contact center feature that allows IT personnel to define time frames and the number of calls that may enter a contact [...]
Centum Call Seconds (CCS)
Centum Call Seconds (CCS) is a call center industry KPI that signifies the number of calls an agent handles in a given period. It is calculated by [...]
CTI server
CTI server is a software solution for building or expanding a call center and automating intelligent customer service.
Dynamic Network Routing (DNR)
Dynamic Network Routing (DNR) is a Call Center technology that analyzes and optimizes how operators are routed on a network based on most [...]
Grade of Service (GOS)
What is Grade of Service (GOS) in contact centers? Grade of Service (GOS) is a metric that is used to calculate the percentage of calls answered [...]
Intelligent Call Router (ICR)
Intelligent Call Router (ICR) is a call routing technology employed in contact centers to route incoming phone calls appropriately based on the [...]
Local Calls
Local calls are made from a contact center desk phone to a landline or mobile phone using a local access number.
Multichannel Cloud Call Center
Multichannel cloud call centers are the next generation of customer care, which combine the functionality of voice, video, and chat to make a [...]
Peak Traffic
Call center Peak traffic is a metric that encompasses an entire contact center in its entirety. Of course, peak traffic may also be referred to as [...]
Quality of service (QoS)
The quality of service is the characteristics of the contact center across three dimensions, namely, accessibility (A), responsiveness (R), and [...]
Sentiment Analysis
Sentiment Analysis (SA) is a process by which the attitude of a speaker/writer towards some topic or product is determined by an algorithm [...]
Talk time
The time a customer spends on calling the call center. Typically includes the waiting time. In some cases includes only calls going directly to a [...]
Variance-to-Mean Ratio (VMR)
Variance-to-Mean Ratio (VMR) is a statistical measure commonly used in the telecommunications industry to provide an indication of the [...]
Yahoo
What is Yahoo? When you search on Yahoo!, your search isn't just executed on Yahoo! It’s also executed on hundreds of other sites, in real-time. [...]