Explore our in-depth glossary of terms and concepts that bridge the worlds of CCaaS and telecommunications. Whether you're an industry expert or new to the field, this resource provides clear definitions of both foundational and advanced terms. From customer experience solutions and cloud technologies to telecom networks and infrastructure, we've got you covered. Stay informed and enhance your understanding of the key concepts shaping today's telecom and CCaaS industries.
Call Tracking refers to the monitoring of inbound and outbound calls, often assigning unique phone numbers to different marketing campaigns, enabling businesses to measure the effectiveness of those campaigns.
Call Transfer allows a person to redirect a phone call from their line to another extension or phone number, enabling the caller to be connected to the appropriate party for further assistance.
Callback is a feature that allows a caller to request a return call instead of waiting on hold, improving customer satisfaction by eliminating long hold times.
Caller ID displays the phone number or name of the person calling before the call is answered, helping recipients decide whether to take or ignore the call.
Capacity Management is the process of ensuring that a business’s infrastructure, such as servers or networks, can handle current and future workloads without service disruptions or bottlenecks.
Cascaded Ringing is a phone system feature where incoming calls ring multiple phones in a pre-defined order until the call is answered, improving the chances of quickly connecting with someone.
