T-Metrics University Glossary
An Essential Guide to Contact Center Terminology
An Automatic Call Distributor is used by call / contact centers to route calls to agents based on skill sets.
ANI stands for "Automatic Number Identification." It is a feature of the telephone system that automatically identifies the telephone number of the calling party. This information can then be used for various purposes, such as routing calls to the correct destination, billing, or providing caller ID information to the called party. ANI is also used in emergency services, allowing emergency responders to quickly identify the location of the caller.
Person who answers calls in a call center. Also called Customer Service Representative (CSR).
Agent coaching refers to the process of providing guidance and training to customer service agents, typically in a call center setting. This can include training on specific products or services, as well as on how to handle difficult customer interactions. Coaching can be done in a variety of forms, such as one-on-one sessions with a supervisor, group training sessions, or through the use of call monitoring and analysis tools. The goal of agent coaching is to improve the performance and effectiveness of customer service agents, and ultimately to provide better service to customers.
Agent occupancy refers to the percentage of time that a customer service agent is handling customer interactions. This can include phone calls, emails, or live chats. High agent occupancy is generally considered to be a good thing, as it means that agents are productive and busy handling customer interactions. Low agent occupancy, on the other hand, may indicate that agents are not being utilized effectively, or that there are not enough agents to handle the volume of customer interactions. Agent occupancy is often used as a metric to measure the performance of a call center or customer service team, and to identify areas where improvements can be made.
Approved Product List (APL)
The Defense Information Systems Agency maintains the DOD Information Network (DODIN) Approved Products List (APL) process, as outlined in DOD Instruction 8100.04 on behalf of the Department of Defense. This process provides a single, consolidated list of products that have met cybersecurity and interoperation certification requirements.
Authority To Operate (ATO)
An Authorization to Operate (ATO) is a formal declaration by a Designated Approving Authority (DAA) that authorizes operation of a Business Product and explicitly accepts the risk to agency operations.
An auto dialer is a software or system that automatically dials telephone numbers in a predefined list or database. It can be used for a variety of purposes, such as telemarketing, political campaigns, customer service, and appointment reminders. Auto dialers can also be programmed to play pre-recorded messages or transfer calls to a live agent. Some advanced auto dialers also have features like call disposition, call recording, and call analytics.
Automatic Call Distributor (ACD)
An Automatic Call Distributor (ACD) is a telecommunication system that automatically routes incoming calls to the next available agent or representative. This is typically used in call centers, where a large volume of calls are received and need to be handled efficiently. The ACD system can be programmed with different rules and logic to determine how calls are distributed, such as by skill level, language, or priority. ACD systems can also provide callers with options, such as pressing a button to be connected with a specific department or agent. Some advanced ACD systems also have features like call monitoring, call recording, and call analytics.
Automatic Callback is a feature that allows a caller to request a call back from a busy agent or a call center. When the agent becomes available or when the call center's wait time decreases, the system will automatically call back the customer who requested the callback. The customer does not have to wait on hold or redial the number. This feature is helpful for customers who do not want to wait on hold and for call centers to reduce abandon rates. It also allows call centers to manage their resources more effectively and efficiently. Some advanced automatic call back systems also have features like scheduling the call back time, giving the option to the customer to choose the time of their preference.
Average Handling Time (AHT)
Average Handling Time (AHT) is a metric used in call centers and other customer service environments to measure the average amount of time it takes for an agent to handle a customer interaction from start to finish. This includes the time spent on the call, as well as any additional time spent on post-call tasks, such as logging the call or entering information into a system. AHT is calculated by dividing the total amount of time spent on all interactions by the number of interactions handled. It is usually used to evaluate the efficiency and productivity of agents and identify areas where improvements can be made. A lower AHT generally indicates that agents are handling interactions more quickly and efficiently, which can lead to improved customer satisfaction and a higher call-handling capacity.
Average Hold Time
Average Hold Time is a metric used in call centers and other customer service environments to measure the average amount of time a customer spends waiting on hold before their call is answered by an agent. It can also be defined as the average time a customer waits in a queue before being connected to an agent. It is usually used to evaluate the performance of a call center and identify areas where improvements can be made. A lower Average Hold Time generally indicates that customers are spending less time waiting on hold, which can lead to improved customer satisfaction and a better perception of service quality.
Back Office Management
Back office management refers to the administrative and operational tasks and activities that support the front-line functions of a business or organization. These tasks are typically non-customer facing and include activities such as accounting, human resources, data management, and logistics. Back office management is responsible for the day-to-day operations of the business and for ensuring that the necessary resources are in place to support front-line activities. The goal of back office management is to make the front-line functions run smoothly and efficiently by providing the necessary support and resources. This can include activities such as managing budgets, tracking inventory, processing payroll, and maintaining the organization's computer systems and networks.
Back Office Optimization
Back office optimization refers to the process of improving the efficiency and effectiveness of the non-customer facing activities and functions of a business or organization. This can include a wide range of activities, such as streamlining processes, automating tasks, and implementing new technologies to improve the speed, accuracy, and quality of back office operations. Back office optimization can help to reduce costs, improve productivity, and increase the overall performance of the organization.
Barge-in is a feature in telecommunication systems that allows a supervisor or a manager to join an ongoing call between an agent and a customer without the need to hang up and call back. This is typically used in call centers and other customer service environments as a way for a manager to monitor or assist an agent during a call. Barge-in can also be used to intervene in a call if a customer is becoming agitated or if the agent is having difficulty handling the call. This feature is helpful for supervisors to train and coach agents, to ensure that calls are handled professionally and efficiently and to improve the overall customer service experience.
A blended agent is a customer service representative who is trained to handle multiple types of interactions, such as phone, email, and chat. This allows the agent to handle a variety of customer inquiries and concerns, rather than being specialized in just one type of communication channel. This can be more efficient for companies, as it allows them to handle multiple types of customer interactions with a single agent.
Business Process Outsourcing (BPO)
Business Process Outsourcing (BPO) is the practice of contracting non-core activities to a third-party service provider. These activities can include customer service, data entry, and financial accounting. BPO allows companies to focus on their core competencies while the BPO provider handles non-core activities. This can help companies save money and improve efficiency, as the BPO provider typically has specialized expertise in the outsourced activities. BPO can be done onshore (within the same country) or offshore (outsourced to another country).
CCaaS (Contact Center as a Service)
CCaaS (Contact Center as a Service) is a type of cloud-based service that provides companies with the technology and infrastructure needed to operate a contact center. Instead of investing in and maintaining their own contact center technology and infrastructure, companies can subscribe to a CCaaS provider, which delivers the necessary technology and support via the cloud. By using a CCaaS solution, companies can avoid the significant upfront costs of building and maintaining a contact center, and can instead pay a monthly or annual subscription fee for the service. This allows them to scale their contact center up or down as needed, and to access the latest technology and features without having to make large capital investments. CCaaS solutions are ideal for small and medium-sized businesses, as well as larger organizations that want to outsource their contact center operations or do not have the resources to maintain their own contact center infrastructure.
A CTI server is a computer server that facilitates the integration of computer systems with telephony systems. It acts as a bridge between the two systems, allowing them to communicate and exchange information.
Calabrio is a leading provider of customer engagement and analytics software for contact center. It offers a range of solutions for workforce management, quality management, and speech and text analytics. T-Metrics has partnered with Calabrio to offer a seamless WFM integration that offers forecasting and scheduling.
A call center is a facility that is equipped to handle a high volume of telephone calls. These calls can be inbound (received by the call center) or outbound (made by the call center). Call centers are often used by companies as a customer service channel, with agents handling inquiries and complaints from customers. Call centers can also be used for telemarketing, order taking, and appointment scheduling. Some call centers are operated by the company that owns the product or service, while others are operated by third-party companies that provide call center services to multiple clients.
Call Center Agent Scorecard
A call center agent scorecard is a tool used to evaluate the performance of call center agents. It typically includes a set of metrics that are used to measure an agent's productivity, efficiency, and customer service skills. These metrics may include things like call handle time, call abandonment rate, and customer satisfaction scores. The scorecard can be used to identify areas where an agent needs improvement, as well as to recognize and reward high-performing agents. It can be used for quality assurance, training, and performance management purposes.
Call Center Agent Software
Call center agent software is a set of tools and applications that are used by call center agents to perform their duties. These tools can include a variety of different functions, such as call management, customer relationship management, and reporting.
Call Center Agent Utilization
Call center agent utilization refers to the percentage of time that an agent is actively handling calls, versus the total amount of time they are logged into the system. It is a measure of how effectively call center agents are being used, and can be used to identify areas where improvements can be made in terms of staffing and scheduling. The utilization rate is calculated by dividing the time spent handling calls by the total time the agent is available to take calls. A high utilization rate is generally considered to be a positive thing, as it means that agents are being used effectively and efficiently. However, if the utilization rate is too high, it can lead to agent burnout and a decrease in the quality of customer service. On the other hand, if the utilization rate is too low, it may indicate that there are not enough calls to keep agents busy, which can be a sign of over-staffing or inefficiency.
Call Center CRM
Call Center CRM (Customer Relationship Management) is a set of software and tools that allow call center agents to manage interactions with customers. It can be used to store and access customer information, track customer interactions and history, and manage customer data. Call Center CRM software allows agents to access customer information and history during calls, which helps agents to understand customers' needs, preferences, and previous interactions. This allows them to provide more personalized and efficient service. Call Center CRM can also provide managers and supervisors with the ability to track the performance of agents and the overall call center, as well as to identify areas that need improvement. It can also help to automate processes, such as lead management and sales forecasting.
Call Center Coaching
Call center coaching is a process of providing training, feedback, and guidance to call center agents in order to improve their performance and customer service skills. It is typically provided by a supervisor or manager, and may include things like role-playing exercises, one-on-one training sessions, and feedback on calls. The goal of call center coaching is to help agents develop the skills and knowledge they need to effectively handle customer inquiries, resolve issues, and meet performance metrics. It can also help agents to become more confident and comfortable in their roles, which can lead to better customer service and a more positive work environment.
Call Center Management
Call center management is the process of overseeing and coordinating the activities of a call center, which includes managing the staff, implementing policies and procedures, and ensuring that the call center is running efficiently and effectively. Call center management also involves working closely with other departments, such as IT, marketing, and customer service, to ensure that the call center is aligned with the overall goals and objectives of the organization. Call center management requires a good understanding of call center operations, customer service, and the latest call center technologies. Strong leadership and communication skills are also important, as well as the ability to handle and resolve conflicts.
Call Center Reporting
Call center reporting refers to the process of collecting, analyzing, and disseminating information about the performance of a call center. The goal of call center reporting is to provide managers and supervisors with the data they need to make informed decisions about how to improve call center performance. This data can be collected through a variety of means, such as call center software, surveys, and manual tracking. Once collected, the data is analyzed and used to create reports, which can be shared with managers, supervisors, and other stakeholders. Call center reporting can be used to identify areas where the call center is performing well, as well as areas that need improvement. For example, if the abandonment rate is high, it may indicate that customers are having to wait too long to speak with an agent. Call center reporting can also be used to identify trends over time and compare performance across different departments or teams.
Call Center Workforce Optimization
Call Center Workforce Optimization (WFO) refers to the process of using technology and data analysis to improve the performance and efficiency of a call center. It includes a set of tools and processes that are used to monitor and improve the performance of call center agents, as well as the overall call center operations. WFO is a comprehensive approach to call center management that combines different tools and processes to optimize the performance of the call center. It can be done with software, platforms or services that are specifically designed for call centers and that can integrate with other systems such, as CRM, IVR, and AI.
Call Center Workforce Planning
Call Center Workforce Planning (WFP) is the process of forecasting future call volume and determining the staff and resources needed to meet that volume. It is a critical aspect of call center management, as it helps to ensure that there are enough agents available to handle customer calls, while also managing costs and maximizing productivity. WFP also includes monitoring and adjusting plans as needed, such as identifying patterns of call volume, staff performance, and customer satisfaction. WFP is an ongoing process that requires regular monitoring and adjustments to ensure that the call center has the appropriate number of agents available to meet customer demand, while also managing costs and maximizing productivity.
Chat messages refer to the written communication between two or more people through an instant messaging service or chat application. They can be used for various types of communication, such as personal, business, or customer service interactions. Chat messages can include text, emojis, images, videos and files, and can be sent and received in real-time. They are often used as an alternative to phone calls or emails, as they provide a quick and convenient way for people to communicate. Chat messages can be stored and archived for later reference, and can be searched to find specific information. Some chat applications also provide the ability to make audio and video calls, and share files and documents.
Cloud Call Center
A cloud call center is a type of call center that uses cloud-based technology to operate. Instead of using on-premise hardware and software, a cloud call center relies on cloud-based services to handle the calls and manage the call center operations. Cloud call centers can be provided as a service, known as CCaaS (Contact Center as a Service), where a third-party provider delivers the necessary technology and support via the cloud. This allows companies to outsource their call center operations and avoid the significant upfront costs of building and maintaining a call center.
Cloud Contact Center
A Cloud Contact Center is a type of Contact Center that uses cloud-based technology to operate. Instead of using on-premise hardware and software, a cloud contact center relies on cloud-based services to handle customer interactions and manage the contact center operations. Cloud contact centers are often provided as a service, known as CCaaS (Contact Center as a Service), where a third-party provider delivers the necessary technology and support via the cloud. This allows companies to outsource their contact center operations and avoid the significant upfront costs of building and maintaining a contact center.
Co-browse is a technology that allows multiple users to view and interact with the same web page or application simultaneously, in real time. It enables a customer service representative, for example, to remotely view and control a customer's browser while they are on a call, in order to help them navigate the website or complete a task. Co-browse is often used in customer service and support scenarios, as it allows agents to see exactly what the customer is seeing, and to guide them through a process or answer a question. It can also be used for training and collaboration. Co-browse can be integrated into different platforms, such as website, mobile app, and chatbot. It can also be integrated with other technologies, such as CRM and call center software.
Computer Telephony Integration (CTI)
Computer Telephony Integration (CTI) is the technology that enables the integration of computer systems with telephony systems. It allows for the automation of telephony functions, such as call routing, call logging, and caller identification.
Consolidated Answering System (CAS)
Consolidated Answering System is a T-Metrics configuration that uses the ACD Agent Module in conjunction with one of our consoles.
Consolidated Operator Answer System (COAS)
Consolidated Operator Answering System is a product that allows operator functionality for multiple physical locations to be centralized in either one location or load balanced across locations.
A contact center is a central point of communication where customers can contact a company to inquire about products or services, or to receive support. Contact centers can handle a wide range of communication channels, such as phone, email, chat, and social media. They are designed to handle a high volume of interactions, and are typically staffed by customer service or support agents. Contact centers can be operated in-house or outsourced to a third-party provider. They can also be operated on-premise or in the cloud.
Contact Center Agent
A contact center agent is a customer service or support representative who works in a contact center. They are responsible for interacting with customers over the phone, email, chat, or other communication channels. Their main tasks include answering customer inquiries, resolving customer complaints and issues, processing orders and transactions, and providing information about products or services. Contact center agents typically work in a fast-paced, high-stress environment, where they are required to handle a high volume of interactions in a short period of time. They are typically trained to handle a wide range of customer inquiries and to use the technology and software tools required to perform their job. Contact center agents require strong communication and customer service skills, as well as the ability to multitask and work well under pressure. They also need to be able to work independently and as part of a team.
Contact Center CRM
Contact Center CRM (Customer Relationship Management) is the process of using technology and data analysis to manage customer interactions and relationships within a contact center. It involves integrating a CRM system with the contact center's phone, email, chat, and other communication channels to manage customer interactions, data, and history in one place. CRM software can provide contact center agents with a single view of the customer, including their contact information, purchase history, support tickets, and previous interactions. This allows agents to provide personalized and efficient service to customers. CRM integration can be done in different ways, such as API integration, plug-ins, and pre-built integrations.
Contact Center Management
Contact Center Management is the process of overseeing and coordinating the operations of a contact center. It involves managing and motivating staff, implementing and maintaining technology and infrastructure, and ensuring that the contact center is meeting the needs of its customers. Contact center management requires a strong understanding of customer service, technology, and data analysis. It also requires strong leadership and people management skills.
Contact Center Workforce Optimization
Contact Center Workforce Optimization (CCWFO) is the process of using technology and data analysis to improve the performance and efficiency of a contact center. It includes a set of tools and processes that are used to monitor and improve the performance of contact center agents, as well as the overall contact center operations. CCWFO is a comprehensive approach to contact center management that combines different tools and processes to optimize the performance of the contact center. It can be done with software, platforms or services that are specifically designed for contact centers and that can integrate with other systems, such as CRM, IVR, and AI.
Contact Center Workforce Planning
Contact Center Workforce Planning (CCWP) is the process of forecasting future customer demand and determining the staff and resources needed to meet that demand. It is a critical aspect of contact center management, as it helps to ensure that there are enough agents available to handle customer interactions, while also managing costs and maximizing productivity. CCWP also includes monitoring and adjusting plans as needed, such as identifying patterns of customer demand, staff performance, and customer satisfaction. CCWP is an ongoing process that requires regular monitoring and adjustments to ensure that the contact center has the appropriate number of agents available to meet customer demand, while also managing costs and maximizing productivity.
Customer Engagement refers to the level of interaction and involvement a customer has with a company or brand. It can include activities such as purchasing products, attending events, or engaging with content.
Customer Experience (CX)
Customer Experience (CX) is the overall perception a customer has of a company or brand, taking into account all interactions and touchpoints. It encompasses all aspects of a customer's relationship with a company, from initial awareness to post-sales support.
Customer Experience Management (CEM)
Customer Experience Management (CEM) is the process of designing and implementing strategies to improve the overall customer experience. This can include activities such as gathering customer feedback, analyzing customer interactions, and implementing changes to improve customer satisfaction.
Customer Experience Platform
A Customer Experience Platform is a software or system that helps companies to manage and improve the customer experience. It can include features such as customer feedback collection, analytics, and journey mapping.
Customer Feedback refers to the comments, complaints, and suggestions provided by customers. It is an important source of information for companies looking to improve the customer experience.
Customer Interaction Analytics
Customer Interaction Analytics refers to the analysis of customer interactions, including phone calls, emails, and chats, to gain insights into customer behavior and preferences.
A Customer Journey is the series of experiences a customer has with a company or brand. It can include interactions such as browsing a website, making a purchase, or receiving support.
Customer Journey Management
Customer Journey Management is the process of designing and optimizing the customer journey to improve the overall customer experience.
Customer Journey Map
A Customer Journey Map is a visual representation of the customer journey, including all touchpoints and interactions.
Customer Journey Optimization
Customer Journey Optimization is the process of improving the customer journey by identifying and addressing pain points and opportunities for improvement.
Customer Satisfaction (CSAT or C-SAT)
Customer Satisfaction (CSAT or C-SAT) is a measure of how well a product or service meets a customer's needs and expectations. It is often measured using surveys or other feedback mechanisms.
Customer Service refers to the assistance and support provided to customers by a company or organization. It can include activities such as answering questions, resolving issues, and providing information.
A database is a collection of organized data that can be easily accessed, managed, and updated.
Defense Information Systems Agency (DISA)
Defense Information Systems Agency is the agency in charge of cyber security infrastructure for the DoD. This ranges from defining the policies for network scans and GPOs, to maintaining the DSN network, to running the JITC lab.
Department of Defense (DOD)
The United States Department of Defense is an executive branch department of the federal government charged with coordinating and supervising all agencies and functions of the government directly related to national security and the United States Armed Forces.
Dialed Number Identification Service (DNIS)
Dialed Number Identification Service (DNIS) is a telephone service that allows incoming calls to be routed to a specific destination based on the number dialed.
Direct Inward Dialing (DID)
Direct Inward Dialing (DID) is a telephone service that allows outside callers to directly reach a specific extension within an organization without going through an operator or receptionist.
Dual Tone Multi Frequency (DTMF)
Dual Tone Multi Frequency (DTMF) is a signaling method used in telephone systems to represent the digits on a telephone keypad.
Echo Cancellation is a technique used in telecommunications to reduce or eliminate the echo that occurs in a phone conversation when the speaker's voice is picked up by the microphone on the other end of the line.
Employee engagement refers to the level of commitment and involvement an employee has towards their organization and its goals.
Enterprise Relationship Management (ERM)
Enterprise Relationship Management (ERM) refers to the strategies, processes, and systems used by an organization to manage its interactions and relationships with customers, clients, and other stakeholders.
The Federal Risk and Authorization Management Program (FedRAMP) is a government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services.
First Contact Resolution (FCR)
First Contact Resolution (FCR) refers to the ability of an organization to resolve a customer's issue or inquiry on the first contact, without the need for follow-up interactions.
Grammar XML (GrXML)
Grammar XML (GrXML) is a markup language used in speech recognition systems to describe the grammar of a spoken language, including the structure and vocabulary of the language, as well as the rules for recognizing spoken words and phrases.
Hosted Call Center
A hosted call center refers to a type of call center service that is hosted and managed by a third-party provider, rather than being operated in-house by the organization.
Hosted Contact Center
A hosted contact center refers to a type of contact center service that is hosted and managed by a third-party provider, rather than being operated in-house by the organization.
A hosted dialer refers to a type of dialing service that is hosted and managed by a third-party provider, rather than being operated in-house by the organization.
Hosted services refers to the delivery of various IT services, such as software, infrastructure, and platforms, that are managed and provided by a third-party provider, rather than being operated in-house by the organization.
Hybrid cloud is a computing environment that combines a public cloud and a private cloud, connected by technology that allows data and applications to be shared between them. This allows organizations to take advantage of the cost savings and scalability of the public cloud, while still maintaining control and security over sensitive data in the private cloud.
Inbound Call Center
Inbound call center refers to a type of call center that primarily handles incoming calls from customers, as opposed to making outbound calls.
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is a technology that allows customers to interact with a computerized system using voice inputs and touch-tone keypad selections, in order to perform tasks such as making a payment or accessing information.
Journey mapping refers to the process of understanding and documenting the steps that a customer goes through when interacting with an organization in order to identify areas for improvement and create a better customer experience.
Mobile voice refers to the use of mobile devices, such as smartphones and tablets, to make and receive phone calls.
Modern Contact Center
A modern contact center refers to a type of contact center that uses advanced technologies and methodologies to improve customer experience and increase efficiency.
Multi-channel Cloud Contact Center
Multi-channel cloud contact center refers to a type of contact center that allows customers to interact with an organization through multiple channels, such as phone, email, chat, and social media, and is hosted and managed on cloud servers.
Music On Hold (MOH)
Music On hold is music that is played while the call is on hold, either in queue or at the agent's phone.
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a measure of customer satisfaction and loyalty, calculated by asking customers to rate their likelihood of recommending a company or product to others on a scale of 0-10.
Omnichannel Cloud Call Center
Omnichannel cloud call center refers to a type of call center that allows customers to interact with an organization through multiple channels, such as phone, email, chat, and social media, and is hosted and managed on cloud servers.
Omnichannel Cloud Contact Center
Omnichannel cloud contact center refers to a type of contact center that allows customers to interact with an organization through multiple channels, such as phone, email, chat, and social media, and is hosted and managed on cloud servers.
Omnichannel Customer Experience
Omnichannel customer experience refers to providing customers with a seamless and consistent experience across all channels and touchpoints.
Omnichannel Customer Journey
Omnichannel customer journey refers to the various touchpoints and interactions that a customer has with an organization across multiple channels.
Omnichannel Customer Service
Omnichannel customer service refers to providing customer service through multiple channels and touchpoints, such as phone, email, chat, and social media, in order to provide customers with a seamless and consistent experience.
Outbound Call Center
Outbound call center refers to a type of call center that primarily makes outbound calls to customers, as opposed to handling incoming calls.
Outbound IVR refers to a type of interactive voice response (IVR) system that makes outbound calls to customers and allows them to interact with the system using voice inputs and touch-tone keypad selections.
PSTN (Public Switched Telephone Network) is the traditional telephone network that uses copper wires to transmit analog voice signals.
Payment Card Industry (PCI)
This mostly refers to compliance and means that any company or organization that accepts, transmits, or stores the private data of cardholders is compliant with the various security standards.
Performance Management System
A performance management system refers to a set of tools and processes used to evaluate and improve the performance of employees and teams within an organization.
Predictive dialing is a type of dialing system used in call centers that automatically dials multiple numbers at once and connects calls to available agents based on the likelihood of reaching a live person on the other end of the line.
Premise-based refers to software or systems that are installed and run on a company's own servers and equipment, rather than in a cloud-based environment. This can offer more control and customization options, but also requires more resources for maintenance and upgrades.
Private Branch Exchange (PBX)
Private Branch Exchange (PBX) is a telephone system used within an organization that switches calls between users on local lines while allowing all users to share a certain number of external phone lines.
Prompt refers to a pre-recorded message or instruction that guides the user through an interactive voice response (IVR) system or other automated system.
Public cloud is a type of cloud computing that delivers computing resources and services over the internet to multiple customers on a shared infrastructure. Public cloud offers a wide range of services, including computing power, storage, and software, which can be easily accessed and scaled on demand. Public cloud services are typically less expensive than private cloud solutions and eliminate the need for a company to build and maintain its own data centers.
Remote Agent Status Module (RASM)
Proprietary hardware and software that does not handle incoming calls, but rather monitors agent phone presence. It allows dissimilar switches to be joined together on the same Contact Center system and avoids a site having to buy multiple complete Contact Centers.
Reports Agent refers to a user or an individual who is responsible for generating, analyzing and interpreting data and metrics related to the organization's performance, customer satisfaction, and other key metrics. This role is usually found in a call center or contact center.
Screen pop refers to the automatic display of relevant customer information on an agent's computer screen when an incoming call is received.
Sentiment analysis is a type of natural language processing that uses algorithms to determine the tone and emotion expressed in text, such as social media posts, customer reviews, or call center transcripts.
A server refers to a computer or system that provides resources and services to other computers or systems over a network.
A softphone is a software-based telephone application that allows users to make and receive phone calls using a computer or mobile device rather than a traditional telephone.
Software as a Service (SaaS)
Software as a Service (SaaS) refers to a software delivery model where a third-party provider hosts and manages software applications and makes them available to customers over the internet.
Speech analytics is the process of using software and technology to analyze and extract insights from recorded speech in order to improve customer service, compliance and quality assurance.
Talk time refers to the amount of time that a call center agent spends on the phone with customers.
Text-to-Speech (TTS) is a technology that uses software to convert text into spoken words, allowing computers to read out text in a natural-sounding voice.
Touchpoint refers to any point of interaction between a customer and an organization, such as a phone call, an email, or a social media post.
A trunk refers to a communication channel that connects a telephone system to the PSTN (Public Switched Telephone Network), allowing users to make and receive calls to and from the outside world.
Unified Communications as a Service (UCaaS)
Unified Communications as a Service (UCaaS) is a cloud-based service that combines various communication tools, such as voice, video, instant messaging, and collaboration tools, into a single platform.
T-Metrics' visually impaired operator console uses TTS guidance and other enhancing technologies to assist persons with low vision and complete loss of sight with processing operator phone calls including enhanced lookups and searches.
VXML stands for "Voice Extensible Markup Language" and it is a markup language used to create voice-based applications, such as voice portals, voice-enabled IVR systems, and voice-enabled mobile applications.
Virtual Agent is a computer-controlled virtual representative that can interact with customers in a conversational manner.
Virtual Call Center (VCC)
Virtual Call Center (VCC) is a contact center that allows agents to work from remote locations, using internet-based technologies to handle customer interactions.
Virtual Contact Center (VCC)
Virtual Contact Center (VCC) is a cloud-based contact center solution that enables businesses to manage customer interactions through a variety of channels, such as phone, email, and social media.
VoIP stands for "Voice over Internet Protocol" and it refers to the technology that enables phone calls to be made over the internet.
Voice Authentication is a method of verifying a person's identity using their voice.
Voice Platform is a software or service that enables the development, deployment, and management of voice-enabled applications.
Voice Print is a biometric measurement of an individual's unique voice pattern, used for identification and authentication purposes.
Voice Response Unit (VRU)
Voice Response Unit (VRU) is an automated system that uses pre-recorded or computer-generated speech to interact with customers over the phone, providing information and completing tasks such as account balance inquiries or bill payments.
Voice of Customer (VOC)
Voice of Customer (VOC) is a term used to describe the feedback and opinions of customers about a company's products or services.
Workflow Management is the process of designing, implementing, and monitoring the flow of work within an organization to ensure efficiency and productivity.
Workforce Engagement refers to the level of involvement and commitment of an organization's employees towards their work and the organization.
Workforce Engagement Management (WEM)
Workforce Engagement Management (WEM) is the process of managing and improving employee engagement to enhance productivity and employee satisfaction.
Workforce Management (WFM)
Workforce Management is the process of planning, scheduling, and managing the workforce to ensure that the right number of employees with the right skills are in the right place at the right time.
Workforce Optimization (WFO)
Workforce Optimization (WFO) is the process of using technology and data analysis to improve the efficiency and effectiveness of an organization's workforce.
Workforce Planning is the process of forecasting and allocating the workforce to meet the future needs of an organization.
Workload Management is the process of managing the amount and type of work that employees are expected to complete within a specific time frame to ensure that the workload is balanced and manageable.