Contact center management

An international numbering standard used for formatting phone numbers, ensuring consistency across global communication systems.

E911 (Enhanced 911) is an advanced emergency service system that automatically provides the caller’s location and phone number to emergency responders when dialing 911.

Echo (Acoustic Echo) occurs when a speaker’s voice is reflected back to them during a phone call, causing a repeating or delayed sound, which can disrupt conversation.

Echo Cancellation is a technology used in telecommunication systems to eliminate echo by detecting and removing the reflected audio signal, improving call clarity.

Digitally stored health-related data protected under regulations like HIPAA to ensure privacy and security.

Emergency Calling refers to the ability to dial special services, such as 911, to reach emergency responders, ensuring timely assistance during critical situations.

A unique identifier used in emergency services to map a call’s origin, ensuring accurate and timely response during emergencies.

The development of meaningful relationships by aligning brand values with customer emotions, enhancing customer loyalty and advocacy.

Interactions designed to convey understanding and empathy, building stronger emotional connections and fostering customer trust and loyalty.

A measure of how motivated and connected employees are to their work and the company’s goals, directly impacting productivity and service quality.

Encryption is the process of converting data into a coded format to protect it from unauthorized access, ensuring secure communication or storage.

Strategies and tools for managing relationships across multiple business units and customers to ensure cohesive and efficient operations.

An Enterprise Session Border Controller is a device that manages and secures VoIP traffic by controlling sessions between internal and external networks, preventing security risks.

Ethernet is a common wired networking technology used to connect devices in local area networks (LANs), enabling fast and reliable data communication between computers and devices.

Ethernet Demarcation is the point at which a service provider’s Ethernet network ends and the customer’s internal network begins, defining the boundary for network management responsibilities.

Ethernet Extenders are devices that extend the reach of Ethernet connections beyond standard distance limits, typically by converting signals to run over different media like copper or fiber.

Ethernet in the First Mile (EFM) is a technology that brings Ethernet-based internet services to businesses or homes over copper or fiber lines, providing high-speed access directly from the service provider.

An Ethernet Telephone is a phone that connects to the internet via an Ethernet cable rather than traditional phone lines, commonly used in VoIP systems for digital communication.

The responsible development and use of artificial intelligence that prioritizes transparency, fairness, and privacy, ensuring technology aligns with societal values and regulations.

Tailoring event experiences using attendee data, preferences, and behaviors to provide unique, engaging interactions at conferences, webinars, or meetings.

EWT (Expected Wait Time) estimates the amount of time a caller will need to wait before being connected to an agent, commonly used in call centers to manage customer expectations.

Exchange Online is Microsoft’s cloud-based email and calendaring service, part of Office 365, allowing users to access email, contacts, and tasks from anywhere via the internet.

A business model that delivers personalized, end-to-end customer experiences as a service, aligning with customer expectations across channels.

The strategic management of customer interactions across touchpoints to ensure a seamless, consistent, and positive journey throughout their engagement.