ACS (Automatic Call Sequencer)
The Automatic Call Sequencer (ACS) is a computer-based tool designed to handle incoming calls automatically at contact centers. Call center agents [...]
Auxiliary Work State
Auxiliary work state (AWS) is an activity of a call center agent in which he is not talking with the customers but handling administrative works.
Call Data
Call Data is the number, answer time, play length and campaign ID that can be tracked in a contact center.
Cloud Contact Center
Cloud contact center is an advanced, yet easy-to-use web based platform delivering a rich range of “out of the box” capabilities, allowing [...]
Customer Journey Mapping
Customer Journey Mapping is the process of collecting customer journey outcomes and their associated characteristics. It enables contact centers [...]
Enterprise Relationship Management (ERM)
Enterprise Relationship Management (ERM) is a contact center tool that utilizes Machine Learning to manage a contact center network and integrates [...]
Historical Reports
A historical report is a record of important data from a contact center that can be used to review and evaluate operations, customer service [...]
Intraflow
Intraflow is a contact center team building approach in which agents in one tier are scheduled to communicate with a small number of agents in the [...]
Look-Ahead Routing
Look-Ahead Routing is a very important function in contact centers which helps to ensure that every incoming calls are attended in the order they [...]
Non-ACD in Calls
Non-ACD in Calls is a type of call center technology that does not rely on an Automatic Call Distribution system to route inbound calls to Agents. [...]