Contact Center apps Definitions

  • A

    abandoned call

    An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)

  • ANI (Automatic Number Identification)

    ANI (Automatic Number Identification) is a service that provides the receiver of a telephone call with the number of the calling phone.

  • Automatic Call Distributor (ACD)

    An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions.

  • C

    Call Center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

  • call logging

    Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between agents and callers.

  • callback messaging

    Callback messaging, in a call center context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the queue.

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • click-to-callback

    Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information.

  • contact center as a service (CCaS)

    Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • cross-media queuing

    In a call center, cross-media queuing describes the process of receiving and routing all incoming queries in the same way, whether the query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive voice response (IVR) message.

  • D

    do not call list

    The "do not call" list is a registry of phone numbers in the United States that telemarketers are prohibited from calling in most circumstances.

  • H

    help desk

    In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem.

  • I

    issue tracking system (ITS)

    An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.

  • S

    skill-based routing (SBR)

    Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.

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