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.
EWT (Expected Wait Time) estimates the amount of time a caller will need to wait before being connected to an agent, commonly used in call centers to manage customer expectations.
Exchange Online is Microsoft’s cloud-based email and calendaring service, part of Office 365, allowing users to access email, contacts, and tasks from anywhere via the internet.
A business model that delivers personalized, end-to-end customer experiences as a service, aligning with customer expectations across channels.
The strategic management of customer interactions across touchpoints to ensure a seamless, consistent, and positive journey throughout their engagement.
Failover is a system that automatically switches to a backup component, such as a server or network connection, when the primary system fails, ensuring continuity of service.
Find Me / Follow Me is a feature in telephony systems that forwards incoming calls to a series of numbers, ensuring the recipient can be reached at various locations or devices.
