Announcement
What is an Announcement in a Contact Center? An announcement can be a message of information relevant to the customer or prospect being called. [...]
Beep Tone
Beep Tone is a beeping sound that replaces the ring tone for incoming calls on phones (IP Phones, Key Systems & VoIP) in a contact center.
Callback
What is a Callback in Contact Center? Inbound call center agents can be assigned to handle overflow or back-to-back calls. This is called a [...]
Contact Center as a Service (CCaaS)
Contact center as a service (CCaaS) is an evolution of hosted contact center platforms that allow for easy integration with your existing business [...]
Direct Inward Dial (DID)
Direct Inward Dial (DID) is when you have multiple telephone numbers that are routed to one or more phone lines within the organization's [...]
Fixed mobile convergence (FMC)
FMC or Fixed Mobile Convergence is a form of telephony technology that integrates wireline and wireless services over a single access point. FMC [...]
IEEE 802.1X
IEEE 802.1X is a network access control protocol, and the technology provides port-based access control and VLAN assignment through an [...]
Last-Mile Delivery
A last-mile delivery center (LMSDC) or last-mile support center (LMSC), in the contact center industry, refers to a customer service contact [...]
Middleware
Contact center middleware is a growing segment of the software market, connecting the customer experience with applications and services in order [...]
Open Ticket
Open ticket is also referred to as an open queue or waiting line. It's where a new call or service request comes into the contact center via a [...]