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.
An AI-powered chatbot or voice assistant that interacts with customers, providing automated support and handling routine tasks without the need for human involvement.
A cloud-based call center that allows agents to work remotely while accessing the same tools and systems as on-site teams, offering flexibility and scalability.
A cloud-based platform that centralizes customer interactions across multiple channels, such as voice, email, and chat, enabling agents to work remotely.
A Virtual Number is a phone number that isn’t tied to a physical phone line, allowing users to route calls to any device or location, often used by businesses for flexible communication.
A Virtual PBX is a cloud-based phone system that handles call routing and management without the need for physical hardware, offering businesses flexibility and scalability.
Virtual Queuing allows callers to wait in a virtual line without staying on the phone, offering the option for a call back when an agent becomes available, improving customer experience.
