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.
Change Management is the process of planning, implementing, and monitoring changes within an organization, ensuring that transitions are smooth, efficient, and minimize disruption to operations.
Text-based communications between agents and customers through chat platforms. It provides a fast, efficient way to answer queries and resolve issues, often integrated with chatbots for seamless service.
Churn refers to the rate at which customers stop using a company’s services, often measured as a percentage, with high churn rates indicating customer dissatisfaction or strong competition.
CLE (Customer Local Exchange) refers to the local telephone exchange system used to route calls within a specific geographic area, connecting subscribers to the larger telecom network.
CLEC (Competitive Local Exchange Carrier) is a telecommunications company that competes with established local carriers by providing alternative local phone and internet services.
CLI (Calling Line Identification) is a feature that identifies the phone number of the person making the call, often used by recipients to screen or prioritize incoming calls.
