UCaaS (Unified Communications as a Service) is a cloud-based service that provides communication tools like voice, video conferencing, and messaging through a single platform, accessible from any device.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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