Auto Attendant (AA)
Auto Attendant (AA) is a system that answers the inbound call and guides the customer to the appropriate agent or department.
Calibration
Calibration is used in Contact Centers to generate a consistency across all agents in the center. It involves the adjustment of the contact center [...]
Central Office (CO)
In contact center or BPO, the Central Office (CO) is the facility of an organization which houses the customer-facing employees. The contact [...]
CTI (Computer Telephony Integration)
CTI stands for computer telephony integration. CTI technology is a set of services and tools that are used to integrate the contact center (CC) [...]
Dual-Tone Multifrequency (DTMF)
The Dual-Tone Multifrequency (DTMF) is a telephone signaling system used to route telephone calls to appropriate operators that is supported by [...]
Global Response
Global Response, in multichannel customer contact centers, is the name given to an agent that handles multiple-channel contact. So they will [...]
Integration
Contact center integration is the process of making different contact center software work together to achieve a total solutions and increased [...]
Local Area Network (LAN)
A Local Area Network, or LAN, is a communications network connecting computers and peripherals within a limited area. A LAN can use either wired [...]
Multichannel
Multichannel contact center is defined as a fusion of all the channels that are accessible to customers. It is virtual and a physical channel thus [...]
Peak
In contact center technologies, peak is the maximum workload of a contact center or single process within the contact center.
Quality Monitoring (QM)
Quality Monitoring (QM) in contact centers is a procedure by which the contact center operations are constantly monitored in terms of their [...]
Self-Service
Self-Service is a service model in which each customer is given access to their account to manage and control it, 24/7. Customers are able to [...]
T1
T1 is a high-speed digital communication line. It is used for Internet service, VPN, point of sales, private phone service and other applications.
Utterance
The utterance is the smallest grammatical unit in a language that is realized when someone speaks. Both grammar and syntax are directly affected [...]
WWW
What is World Wide Web? The World Wide Web (W3) is a global information infrastructure that allows the sharing of structured and semistructured [...]