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.
Jitter refers to the variation in packet arrival times over a network, which can cause delays or poor quality in real-time communications like VoIP or video streaming.
The process of analyzing customer interactions across all touchpoints to identify trends, pain points, and opportunities for improvement throughout the customer journey, driving better business outcomes.
A visual representation of the entire customer experience, outlining each step from awareness to post-purchase, helping businesses identify strengths and areas to improve for smoother journeys.
A platform that uses data insights to manage and optimize the customer journey in real-time, ensuring seamless transitions between channels and touchpoints to enhance experiences.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
