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.
A Conference Bridge is a system that allows multiple participants to join a single phone call, enabling group conversations for business meetings, training, or customer support.
Connected Call Length measures the duration of a phone call from the moment it is answered until it ends, providing insight into the efficiency and quality of interactions.
The ability to deliver uniform service quality across all channels and touchpoints, ensuring customers receive the same level of care and resolution regardless of how they engage with the company.
A Contact Center is a centralized office or system where customer interactions are managed through multiple channels, including phone, email, chat, and social media, to provide support and service.
A Contact Center Agent is an employee who handles inbound or outbound customer communications within a contact center, addressing queries, resolving issues, or performing sales tasks.
AI-powered tools used to enhance contact center efficiency through automated processes such as chatbots, sentiment analysis, predictive analytics, and workforce management tools.
