Application Program Interface (API)
API-driven contact center software is a form of contact center software that gives external entities, such as third-party developers, access to a [...]
BLF
By definition, BLF (Busy Line Forwarding) is a calling program for the telecommunications industry. It allows an inbound call to ring multiple [...]
Calls In Queue
In the contact center world, Calls In Queue is a term used to indicate the number of incoming customer calls that are waiting to be answered by an [...]
Contact Disposition
Contact disposition is the final stage of a contact center transaction, where a customer first gets in touch with a business. “Final stage of a [...]
DLYDLY
DLYDLY is a delay-dialed or digital call, where the extensions are called sequentially, or delayed in time.
FTP
The system that is used to place telephone calls from one party to another. Advantageous for businesses of all sizes since it automatically tracks [...]
Independent Software Vendor (ISV)
A software application vendor in the contact center industry is an Independent Software Vendor (ISV). An ISV is a business or individual who [...]
LEC
LEC: Lines Equivalents Call Center. A way of calculating the number of individual telephone circuits (or other communication channels such as fax, [...]
Modem
Modems connect to wireless contact centers so wireless customers can access a customer service representative using a landline or mobile phone.
Pacing Algorithm
Contact center pacing algorithm is a set of ratios governing the number of call attempts that a contact center representative should make to the [...]