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 Predictive Dialer is an automated dialing system that calls multiple phone numbers simultaneously, connecting answered calls to available agents, increasing call center efficiency.
An automated system that places outbound calls based on agent availability and customer data, maximizing efficiency and minimizing idle time for agents.
Presence refers to the ability of communication systems to indicate a user’s availability status, allowing colleagues to see if someone is online, busy, or away in real time.
Presence Status is an indicator in communication platforms that shows whether a user is available, busy, in a meeting, or offline, helping manage and streamline communication.
PRI (Primary Rate Interface) is a telecommunications standard for delivering voice and data services over traditional phone lines, typically providing 23 or 30 channels for large-scale business use.
PRI – Primary Rate Interface is an ISDN service that delivers multiple voice channels over a single line, making it suitable for businesses needing several simultaneous phone calls.
