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.
ILEC (Incumbent Local Exchange Carrier) refers to a traditional telecom company that was established before the deregulation of the telecom industry and typically has a dominant presence in local markets.
A call center that focuses on managing incoming customer inquiries and support requests, prioritizing quick response times and high-quality service.
Incident Management is the process of identifying, responding to, and resolving issues or disruptions in IT services to minimize the impact on business operations and ensure continuity.
An Incumbent Local Exchange Carrier (ILEC) is a telecommunications company that was the established local provider before competition was introduced through deregulation, often holding significant market share.
Personalized interactions tailored to the unique preferences, needs, and behaviors of each customer, fostering engagement and brand loyalty.
An Integrated Access Concentrator is a device that combines multiple data and voice channels from different sources into a single network connection, streamlining communication.
