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.
RTP (Real-Time Transport Protocol) is used to stream audio and video over the internet, ensuring data is delivered in sequence and on time for real-time applications like phone calls.
SaaS (Software as a Service) is a cloud-based delivery model where software applications are hosted remotely and accessed over the internet, eliminating the need for local installation.
SBC (Session Border Controller) is a device that manages and secures voice over IP (VoIP) traffic, controlling call sessions between different networks and protecting against security threats.
SBC (Session Border Controller) ensures secure and efficient VoIP communication by monitoring, managing, and protecting call sessions between different networks, improving call quality and security.
A Scheduled Call Back allows customers to schedule a time for an agent to call them, reducing wait times and improving customer service efficiency.
A feature that displays relevant customer information on an agent’s screen when a call or chat initiates, allowing for more informed and personalized service.
