Agent Coaching

IAC (Integrated Access Control) is a security system that manages and restricts access to physical or digital resources, ensuring that only authorized users can access sensitive areas or data.

An IAD (Integrated Access Device) is a device that combines multiple communication services, such as voice and data, into one interface for easier management and connectivity.

The process of linking multiple customer identifiers across devices and platforms to create a unified view of each individual, enabling more personalized interactions.

ILEC (Incumbent Local Exchange Carrier) refers to a traditional telecom company that was established before the deregulation of the telecom industry and typically has a dominant presence in local markets.

A call center that focuses on managing incoming customer inquiries and support requests, prioritizing quick response times and high-quality service.

Incident Management is the process of identifying, responding to, and resolving issues or disruptions in IT services to minimize the impact on business operations and ensure continuity.

An Incumbent Local Exchange Carrier (ILEC) is a telecommunications company that was the established local provider before competition was introduced through deregulation, often holding significant market share.

Personalized interactions tailored to the unique preferences, needs, and behaviors of each customer, fostering engagement and brand loyalty.

An Integrated Access Concentrator is a device that combines multiple data and voice channels from different sources into a single network connection, streamlining communication.

An Integrated Firewall is a security feature built directly into a device or network, protecting against unauthorized access by monitoring and filtering incoming and outgoing traffic based on set rules.

Integration refers to the process of combining different systems, applications, or technologies to work together seamlessly, enabling efficient communication and data sharing across platforms.

AI-powered virtual assistants that simulate human interactions to handle routine tasks, provide customer support, and improve efficiency with minimal human intervention. They enable faster responses and reduce agent workloads.

Interactive Voice Response (IVR) is an automated phone system that allows callers to interact with a menu using voice commands or keypad inputs, directing them to the appropriate service or agent.

Interactive Voice Response (IVR) enables callers to navigate through a phone system by responding to prompts via voice or touch-tone keys, streamlining call routing and self-service options.

International Telecommunication Union (ITU) is a specialized United Nations agency responsible for developing global technical standards and policies for telecommunication and information technologies.

The Internet is a global network of interconnected computers and servers that allows for data exchange, communication, and access to a wide variety of services, including websites and email.

Internet Protocol (IP) is the set of rules governing how data is sent and received over the internet, ensuring that packets of information are correctly routed between devices.

An Internet Service Provider (ISP) is a company that provides individuals and businesses with access to the internet, typically offering different plans based on speed and data usage.

Internet Telephone refers to the use of the internet to make voice calls rather than traditional phone lines, often utilizing VoIP (Voice over Internet Protocol) technology.

Internet Telephony is the transmission of voice, fax, and other telecommunication services over the internet, using VoIP technology to replace traditional phone lines.

An Internetwork is a network of interconnected smaller networks that function as a single unified system, typically spanning different geographic areas or organizations.

Interoperability is the ability of different systems, software, or devices to communicate and work together without compatibility issues, ensuring seamless operation across platforms.

An Intranet is a private network accessible only to an organization’s employees, providing a secure environment for sharing information, collaboration, and internal communication.

IP (Internet Protocol) is the principal communication protocol used for transmitting data across networks, ensuring that packets of data reach their destination accurately.

An IP Address (Internet Protocol Address) is a unique series of numbers assigned to every device connected to a network, enabling communication between computers, servers, and websites.

IP PBX (Internet Protocol Private Branch Exchange) is a phone system that uses IP networks to manage and route internal and external voice calls, replacing traditional PBX systems.

An IP Phone is a telephone that uses Internet Protocol (IP) networks to send and receive voice communications, typically relying on VoIP technology for internet-based calling.

IP Streaming Video is the transmission of video content over the internet in real time, allowing users to watch videos without downloading the entire file beforehand.

IP Telephony is the use of internet networks to transmit voice calls, faxes, and other communication services, replacing traditional phone lines with VoIP technology.

IP-PBX – Internet Protocol Private Branch Exchange is a business phone system that operates over IP networks, handling voice calls and other communications through internet-based protocols instead of traditional lines.

IPFax enables fax transmissions over IP networks, converting fax data into digital packets and transmitting them via the internet, reducing the need for traditional phone lines.

IPv4 (Internet Protocol version 4) is the fourth version of the IP protocol, using 32-bit addresses to route traffic on the internet, though it is gradually being replaced by IPv6 due to address exhaustion.

IPv6 (Internet Protocol version 6) is the most recent version of the IP protocol, using 128-bit addresses to accommodate the growing number of devices on the internet, offering better performance and security.

ISDN (Integrated Services Digital Network) is a telecommunications technology that allows the transmission of voice, video, and data over digital phone lines, offering better quality than analog systems.

ISDN Analog Line refers to a service that allows traditional analog devices, like phones and faxes, to connect to a digital ISDN network, bridging the gap between analog and digital communications.

An ISP (Internet Service Provider) is a company that provides individuals and businesses access to the internet, offering services like broadband, fiber, or dial-up connections.

ITU (International Telecommunication Union) is a United Nations agency responsible for coordinating global telecom standards, radio frequencies, and improving communication infrastructure worldwide.

IVR (Interactive Voice Response) is a telephony technology that automates interactions with callers, offering options through voice or keypad inputs for routing and self-service tasks.