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 method of directing customer inquiries to the most qualified agent based on their expertise and skills, ensuring faster and more effective resolutions.
Skype for Business is a communication platform from Microsoft that integrates instant messaging, voice, video calls, and conferencing for businesses, enabling collaboration across locations.
Smart Routing is a system that automatically directs calls or data to the best available path or resource based on criteria like traffic, location, or service quality, improving efficiency and response times.
An SMS Gateway is a service that enables businesses to send and receive text messages through applications, allowing communication with customers or employees via SMS from digital platforms.
SMS Texting refers to the exchange of short text messages between mobile devices using the Short Message Service, typically limited to 160 characters per message.
A Soft Phone is a software application that enables users to make and receive voice calls over the internet using a computer or mobile device, often used in VoIP systems.
