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.
CNAM (Calling Name Presentation) displays the name associated with a caller’s phone number, allowing the recipient to see both the number and the name of the person or business calling.
CNAM – Caller-ID with Name is a feature that shows the caller’s name along with the phone number on the recipient’s phone, helping to identify unknown or business calls before answering.
A feature that enables agents to interact with a customer’s web browser in real-time, guiding them through processes like form filling or troubleshooting to improve first-contact resolution.
Collaboration tools are software applications that enable teams to work together remotely in real-time, offering features like file sharing, video conferencing, messaging, and task management.
A Competitive Local Exchange Carrier (CLEC) is a telecom company that offers local phone services in competition with the incumbent provider, typically by leasing infrastructure or building their own.
Ensuring that call center operations align with industry regulations, such as GDPR or PCI-DSS, protecting customer data and minimizing legal risks, thereby building trust and operational reliability.
