Industry Terminology Crossword

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Across
  1. 3. manages all of a company's relationships and interactions with their customers and prospects, including documents, key contacts, quotes, etc.
  2. 5. software that integrates voice communications systems with computers for contact center and office automation applications.
  3. 6. determines how a customer's call is routed through the system, and which customer service agent is best suited to handle the call.
  4. 8. technology in which large amounts of data are used to create algorithms that get smarter over time.
  5. 9. the invisible "line" a customer is waiting in before they get to an agent.
  6. 11. the combination of local, long-distance, and international carriers that make up the worldwide telephone network.
  7. 12. 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.
  8. 15. 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.
  9. 17. a group of technologies that work to deliver voice and other multimedia sessions over IP networks, most commonly the internet.
Down
  1. 1. term for monitoring, forecasting, and planning for contact center staffing needs.
  2. 2. an application for making telephone calls over the internet using a computing device, rather than a traditional telephone handset.
  3. 3. an integrated and usually automated communications system that coordinates all telephone and electronic contacts between an organization and the public.
  4. 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. 7. the time between the moment your voice is transmitted, and the moment it reaches its destination.
  6. 10. helps monitor and improve the quality of performance of the contact center.
  7. 13. the hardware and software that comprise a traditional business telephone system.
  8. 14. allow inbound calls to be directed to a set of employees and ring all phones at the same time.
  9. 16. used to connect different softwares together in an integration.