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.
Tier III refers to a level of data center infrastructure with high availability, offering redundant systems and backup power, ensuring minimal downtime but with some planned maintenance windows.
Tier IV is the highest level of data center infrastructure, offering fully redundant systems with no single point of failure, ensuring maximum uptime and continuous operation.
Time-Based Routing directs incoming calls based on specific time schedules, ensuring calls are routed to the appropriate destination depending on the time of day or business hours.
Time-of-Day Routing is a call management feature that automatically routes calls to different locations or phone numbers based on the time of day, helping manage after-hours or weekend calls.
Touch Tone refers to the system of dialing in which each key press on a phone generates a specific tone (Dual Tone Multi-Frequency), used to navigate phone systems and make calls.
Any point of interaction between a customer and a business across various channels, such as websites, apps, or physical stores, that influences the overall customer experience.
