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 telecommunication service that identifies the number dialed by a caller, helping call centers route calls more efficiently and improve customer service.
The process of managing and guiding conversations between agents and customers to ensure clarity, consistency, and alignment with business objectives.
DID (Direct Inward Dialing) allows businesses to assign individual phone numbers to employees or departments without needing a physical phone line for each, making call routing more efficient.
DID (Direct Inward Dialing) assigns individual numbers to internal extensions, allowing external callers to bypass a receptionist and directly reach the intended contact within an organization.
Seamless, engaging customer interactions across online shopping platforms, providing intuitive browsing, secure transactions, and personalized recommendations.
Digital Subscriber Level Zero is the basic channel in ISDN (Integrated Services Digital Network) offering lower-speed connections typically used for voice communication and low-bandwidth data.
