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.
Customer premise equipment includes any communication devices located at a customer’s property, such as telephones, routers, or set-top boxes, that connect them to the service provider’s infrastructure.
The ability of a business to keep its customers over time, essential for maintaining revenue stability and fostering brand loyalty.
Methods designed to retain existing customers, such as loyalty programs, personalized offers, and proactive service, reducing churn and increasing lifetime value.
A widely used metric that measures how satisfied customers are with a product, service, or interaction, reflecting the effectiveness of customer experience efforts.
The use of AI to divide a customer base into distinct segments based on behaviors, demographics, or preferences, allowing businesses to deliver personalized experiences.
A professional who interacts directly with customers to handle inquiries, resolve issues, and ensure satisfaction, acting as the primary point of contact between a company and its customers.
