Agent occupancy

SaaS (Software as a Service) is a cloud-based delivery model where software applications are hosted remotely and accessed over the internet, eliminating the need for local installation.

SBC (Session Border Controller) is a device that manages and secures voice over IP (VoIP) traffic, controlling call sessions between different networks and protecting against security threats.

SBC (Session Border Controller) ensures secure and efficient VoIP communication by monitoring, managing, and protecting call sessions between different networks, improving call quality and security.

A Scheduled Call Back allows customers to schedule a time for an agent to call them, reducing wait times and improving customer service efficiency.

A feature that displays relevant customer information on an agent’s screen when a call or chat initiates, allowing for more informed and personalized service.

Screen Sharing is a feature that allows one user to share their computer screen with others in real time, commonly used in meetings, webinars, and tech support for collaboration and troubleshooting.

SD-WAN (Software-Defined Wide Area Network) is a network technology that simplifies the management and operation of a WAN by separating the hardware from the control layer, offering flexibility and scalability.

SDH (Synchronous Digital Hierarchy) is a standardized technology used in telecommunications to transmit large volumes of data over optical fiber networks, ensuring high-speed and reliable communication.

SDSL (Symmetric Digital Subscriber Line) is a type of DSL that provides equal upload and download speeds, typically used by businesses requiring balanced bandwidth for data transfer.

The process of dividing a customer base into distinct groups based on demographics, behaviors, or preferences to deliver more targeted and effective campaigns.

The ability of AI systems to grasp the meaning and context of language, improving chatbot responses and speech recognition accuracy in customer interactions.

Sensitive Data refers to personal or confidential information that requires protection, such as financial details, medical records, or passwords, often subject to strict regulations for privacy and security.

A tool that analyzes the tone and emotion in customer interactions, identifying satisfaction, frustration, or urgency to guide agent responses and enhance service.

Sequential Ringing is a phone system feature where incoming calls are forwarded to a list of predetermined numbers, one after the other, until the call is answered.

A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that outlines the expected level of service, including uptime, response times, and other performance metrics.

A Service Provider is a company or organization that offers services such as internet, telephony, or cloud computing to businesses or individuals, often through a subscription model.

Session Initiation Protocol (SIP) is a communication protocol used to initiate, maintain, and terminate voice and video calls over IP networks, commonly used in VoIP and conferencing systems.

An SFP (Small Form-factor Pluggable) is a compact, hot-swappable transceiver used in networking equipment to connect fiber-optic or Ethernet cables, enabling high-speed data transmission.

Shared Fiber is a fiber-optic connection that is shared among multiple users or businesses, providing high-speed internet at a lower cost than dedicated fiber services.

SharePoint Online is a cloud-based platform from Microsoft that enables organizations to store, share, and manage documents and collaborate with team members from any location.

Short Message Service (SMS) is a text messaging service that allows users to send short text messages between mobile devices, typically limited to 160 characters per message.

Sidetone is the audible feedback of a user’s own voice through their phone’s speaker or earpiece during a call, helping users modulate their speaking volume.

Signaling System #7 (SS7) is a global telecommunications protocol used to set up, manage, and tear down phone calls, as well as to provide services like caller ID and text messaging.

Silence Suppression is a technique used in VoIP systems to reduce bandwidth usage by detecting periods of silence during a call and not transmitting data during those moments.

A SIM Card (Subscriber Identity Module) is a small chip used in mobile devices that stores user information, such as phone number and network credentials, allowing access to mobile networks.

Simple Mail Transfer Protocol (SMTP) is a standard communication protocol used for sending emails across the internet, responsible for transmitting messages from a client to a server.

SIP (Session Initiation Protocol) is used in IP-based communication systems to initiate, manage, and terminate voice, video, and messaging sessions, facilitating real-time communication.

SIP Connectivity refers to the connection of VoIP systems to external networks using the Session Initiation Protocol, enabling voice and multimedia communication over the internet.

SIP Trunking allows businesses to make and receive voice calls over the internet by connecting their phone systems to the public switched telephone network (PSTN) through SIP-based technology.

A method of directing customer inquiries to the most qualified agent based on their expertise and skills, ensuring faster and more effective resolutions.

Skype for Business is a communication platform from Microsoft that integrates instant messaging, voice, video calls, and conferencing for businesses, enabling collaboration across locations.

Smart Routing is a system that automatically directs calls or data to the best available path or resource based on criteria like traffic, location, or service quality, improving efficiency and response times.

An SMS Gateway is a service that enables businesses to send and receive text messages through applications, allowing communication with customers or employees via SMS from digital platforms.

SMS Texting refers to the exchange of short text messages between mobile devices using the Short Message Service, typically limited to 160 characters per message.

A Soft Phone is a software application that enables users to make and receive voice calls over the internet using a computer or mobile device, often used in VoIP systems.

A Soft Switch is a software-based device in telecommunications that routes voice, video, and data traffic across IP networks, replacing traditional hardware-based switching systems.

A Softphone is an application that mimics a traditional phone on a computer or smartphone, allowing users to make VoIP calls over the internet using their device’s microphone and speakers.

A Softswitch is a software-based switch used in VoIP networks to manage and route voice and multimedia communications, replacing traditional telephone exchange hardware.

SOHO (Small Office/Home Office) refers to a business setup in a small space, such as a home or small office, typically using simplified networking and telecommunication systems.

Solicited Ringing is a feature that alerts specific phones or extensions when a call comes in, usually in response to an action such as transferring a call or initiating a ring group.

SONET (Synchronous Optical Network) is a standard for transmitting digital data over optical fiber networks, providing high-speed and reliable communication for large-scale telecom systems.

The analysis of spoken interactions to extract insights, monitor quality, and ensure compliance, helping businesses improve performance and customer satisfaction.

Speech Recognition is the technology that enables computers and devices to recognize and interpret spoken language, allowing users to interact with systems using voice commands.

Technology that converts text into lifelike speech, enhancing automated voice interactions with customers through IVRs or virtual agents.

Speech to Text converts spoken words into written text, allowing users to dictate messages, documents, or commands to a computer or mobile device.

An SSD (Solid-State Drive) is a data storage device that uses flash memory, offering faster read/write speeds than traditional hard drives, making it ideal for faster data access.

Static NAT (Network Address Translation) permanently maps a private IP address to a public IP address, allowing consistent communication between a specific internal device and external networks.

Static Routing is a routing method where network administrators manually configure a fixed path for data packets to follow, providing greater control over network traffic flow.

STIR/SHAKEN are protocols used to authenticate caller identity in VoIP and telecommunication systems, helping prevent robocalls and caller ID spoofing by verifying the legitimacy of the call.

Store and Forward is a communication method where data, such as emails or messages, is temporarily stored at an intermediate point before being forwarded to the final destination.

A Stream refers to the continuous transmission of audio, video, or data over the internet, allowing users to access content in real-time without downloading the entire file.

An AI-powered assistant that supports supervisors by providing real-time insights, coaching suggestions, and performance recommendations to optimize team management.

SVA (Security Vulnerability Assessment) is the process of identifying and evaluating security risks in a system, network, or application to prevent potential breaches or attacks.

Sway is a Microsoft presentation tool that allows users to create interactive reports, presentations, and storytelling documents that can be shared and viewed online.

A Switch is a network device that connects multiple devices within a local area network (LAN), managing data traffic and directing it to the correct destination device.

Symmetrical Bandwidth refers to an internet connection where the upload and download speeds are the same, commonly used in business environments that require balanced data transfer rates.