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 computer-telephony integration (CTI) solution that connects communication systems with customer databases, enabling seamless access to information during interactions.
CTI (Computer Telephony Integration) refers to the technology that enables computers and telephony systems to interact, allowing for call handling, routing, and management directly from a computer interface.
A platform that integrates telephony systems with business software, allowing agents to manage calls efficiently by accessing customer information and call controls from one interface.
CTI – Computer Telephony Integration allows businesses to integrate their telephone systems with computers, streamlining tasks like call routing, screen pops, and customer service workflows.
The use of data analytics to understand patterns, preferences, and behaviors of customers, helping businesses tailor their strategies for higher engagement and loyalty.
The percentage of customers who stop using a product or service over a period, a key metric in assessing customer satisfaction and retention efforts.
