Industry Terminology

7. helps monitor and improve the quality of performance of the contact center.
8. refers to any technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties.
9. term for monitoring, forecasting, and planning for contact center staffing needs.
10. technology in which large amounts of data are used to create algorithms that get smarter over time.
11. a group of technologies that work to deliver voice and other multimedia sessions over IP networks, most commonly the internet.
12. manages all of a company's relationships and interactions with their customers and prospects, including documents, key contacts, quotes, etc.
15. allow inbound calls to be directed to a set of employees and ring all phones at the same time.
16. the time between the moment your voice is transmitted, and the moment it reaches its destination.
17. the combination of local, long-distance, and international carriers that make up the worldwide telephone network.
18. the hardware and software that comprise a traditional business telephone system.

1. software that integrates voice communications systems with computers for contact center and office automation applications.
2. automatic voice system that customers interact with when they call a business. Some customer questions can be resolved via this system without the need to speak to a live person.
3. determines how a customer's call is routed through the system, and which customer service agent is best suited to handle the call.
4. a method of directly dialing a phone number without routing calls through an attendant or an automated attendant console. “D.I.D.” is a common term for someone's personal phone number.
5. used to connect different softwares together in an integration.
6. the invisible "line" a customer is waiting in before they get to an agent.
13. an application for making telephone calls over the internet using a computing device, rather than a traditional telephone handset.
14. an integrated and usually automated communications system that coordinates all telephone and electronic contacts between an organization and the public.